IT Service Support Associate - Technology Operations

Job description / Role

IT Service Support Associate - Technology Operations - Investment Management

Our client, a leading investment company is seeking to recruit an IT Service Support Associate with their IT Department. You will report to the Core IT Support Services Manager. The role offers a generous tax free salary with exceptional benefits.

The Information Technology Department is responsible for the efficient sourcing, development and deployment of easy to use technology solutions that address the business needs. By being aligned to the business and working in partnership with them the Information Technology Department is focused on adding value through prudent innovation and disciplined execution.

As a member of the team responsible for production technology operations, TechOps performs a critical function for the IT Department as the primary operator of the technology plant and production environment custodian.

TechOps is core to the delivery, maintenance and support of the production technology environment. The team is responsible for ensuring the continuous availability of technology services to end-users. This entails day-to-day operational duties as well as strategic gate-keeping and custodial accountabilities.

TechOps is required to provide first responder support for end-users and is the primary first responder out-of-hours for front office and other key business functions.

Key Responsibilities:
- Proactively monitoring the enterprise IT infrastructure and application stack to ensure availability and performance.
- Contributing to the maintenance of incident records throughout the incident life cycle.
- Supporting the investigation of incidents, documenting technical issues, solutions and support information.
- Owning unresolved incidents and ensuring escalation to Field Engineers, Business Response or appropriate Service Owners.
- Helping to maintain and update contingency plans by using IT security risk analysis methods, tools and techniques to identify potential exposures to information systems e.g. single points of failure, lack of effective countermeasures or lack of tested, up-to-date recovery plans.
- Taking responsibility for multiple concurrent issues, prioritising and triaging tasks.
- Working in a team-oriented manner, assisting other team members on an as-needed basis and with fieldwork when required.
- Supporting the development, monitoring and communication of standards and guidelines for data centre operations and services, including processing rules, access, security and audit controls, recovery routines and contingency procedures.
- Contributing to the performance of data processing, peripherals, communications and networking equipment to ensure a high quality of service is provided by data centre, the associated infrastructure, and their constituent hardware, software, transmission services and support functions.
- Carrying out defined tasks related to the planning, installation, upgrade, operation (start up, re-configuration, shutdown), control and maintenance of the data centre, associated infrastructure and applications for the safe and secure storage and communication of data.
- Supporting batch and overnight jobs including ‘Ready-For-Business’ checkouts.
- Trouble-shooting and triaging production issues.
- 1st Responder out-of-hours for business desks and other key user functions.
- First point of contact for incident management / crisis management.
- Ensuring required availability and performance of the application infrastructure by forming a rota to cover 24x7 support.
- Participating where appropriate in the release of new applications / upgrades.

Requirements

- Bachelor’s Degree is required
- 3+ years’ experience in a similar role ideally in a technology operations environment.
- Excellent communication skills; both written and verbal. Able to clearly articulate technical issues and activities to both technical and non-technical staff.
- Detail-oriented with a proactive approach to solving problems.
- Ability to multi-task, with strong ownership and demonstrating an appropriate sense of urgency.
- Flexible approach to working hours as shifts are employed to provide 24x7 coverage.
- Strong working experience with job scheduling applications.
- Experience with middleware applications.
- Knowledge of Linux, Windows Server and VMware operating systems.
- Broad knowledge of hardware, networking and software fundamentals with solid troubleshooting skills.
- Initiative and desire to maintain exposure across multiple technology disciplines.
- Strong team skills whilst being able to work independently with minimum supervision.
- Strong production ethic and customer orientation.
- Industry certification such as ITIL is an asset.

Experience in monitoring the production environment across multiple technology disciplines:
- Applications, O/S, networking, storage, databases, etc.

About the Company

Building businesses, changing lives

At Tandem, we’ve built a vast network of top-tier professionals across the globe. We empower businesses to thrive by delivering unmatched talent solutions. With our global reach, collaborative approach, and unwavering commitment to excellence, we drive transformative growth and shape exceptional teams.

Who we are.

We are a team of industry experts, driven by a passion for innovation and excellence. We are dedicated to providing unique talent solutions and nurturing collaborative partnerships that redefine success.