Senior Operations Analyst

Sharp People

We require a Snr. System Analyst with knowledge of IT infrastructure tech to support 1st & 2nd line support & implement complex network & servers.

  • Senior Operations Analyst
  • Fantastic Team Culture
  • Melbourne, Perth or Newcastle Location
The role will require a System Analyst with knowledge of wide-area IT infrastructure technologies to support 1st and 2nd line support and implement complex networks and servers within hosting environments.  The role will also require the person to proactively monitoring the Clients internal and customer infrastructure to ensure a highly available, stable and high-performance platform.
    
Responsibilities:
 
Service customers:
Working to support Australian based customers to engage with customers by digital channels to address incidents and service requests, and process them in line with current service levels and current Clients policies and procedures. Australian working hours would be 8:30 am till 5 pm (UTC +10)
 
Be accurate:
Maintain accurate records of work completed, Proactive infrastructure monitoring with Opmanager by ManageEngine and other alerting mechanisms which include a wide variety of systems including LAN/WAN, network equipment, servers, storage, OS and core applications, changes made, customer interactions in line with data protection laws and Civica policies, and on the systems designated by the Client.
 
Compliance:
Adhere to current Service Centre Service Management policies, processes and procedures (e.g. ticket handling policy, incident management, request fulfilment and problem management).
 
Professional development:
Maintain and develop your customer skills, technical skills, and knowledge of the current Client's process and procedures so that you can perform your role in line with the requirements of the business, as advised by or agreed by your line manager.
 
Continuous Improvement

  • Continuous feedback and tuning of monitoring systems
  • Feedback to improve existing knowledge management, suggest requirements or content for new knowledge management and if directed by line management, create new knowledge management articles
  • Suggestions to improve policies, processes, procedures and operations
  • Support to continuous improvement through active participation
  • Notify multiple resolver teams of service affecting incidents in a 24 x 7 environment
Work Management:
Take personal responsibility for managing your time effectively and proactively. For example, in meeting any performance standards on utilisation, engage/approach your line manager/management when you are under and over utilised.
Skills:
  • DevOps and Kubernetes
  • Windows 2008/2012 R2 Including Active Directory, DNS, DHCP, Group Policy,
  • SCOM 2012, SCCM 2012
  • ManageEngine OpManager
  • Exchange 2010, 2013 support and administration
  • MS SQL 2005, 2008 implementation
  • Server hardware configuration
  • Network design principles and implementation, inc TCP/IP, traffic routing, DNS, VLAN, etc
  • Configuration and support of managed switches specifically HP and Dell
  • MS Hyper V, inc SCVMM with Clustering
  • SAN implementation and administration in clustered and DR environments
  • Experience in Backup systems, MS DPM, and Backup Exec
  • Skype For Business implementation and support
  • Firewall and Router Configuration
  • PowerShell for Windows
  • Understanding of ITIL framework
  • Azure and AWS awareness
  • MCP / MCSE certification
Accountabilities:
 
Meet operational targets:
Meet productivity and quality performance standards for customer experience, compliance, and operational excellence set from time to time by line management, for example, utilisation, attendance, and workload. Meet contribution standards for knowledge management and continuous improvement set from time to time by your line manager.
 

*We are only taking applications from candidates in Australia with citizenship or PR.