Data Ops Support Analyst
- Recruiter
- Confidential
- Location
- Nottingham
- Salary
- Competitive
- Posted
- 29 Jun 2022
- Closes
- 27 Jul 2022
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
Data Ops Support Analyst
When registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed.
N4Stack are expanding their technical service team and are looking for an experienced Support Analyst who is passionate about delivering exceptional service as a standard (esaas) for our Fully Managed Database Technology Clients.
The successful candidate will be required to provide and promote as a Node4 team member and ambassador a professional, high quality, customer focused service to our customers and partners, ensuring industry-leading levels of customer satisfaction.
What will you be doing?
Based primarily within our Nottingham office with flexible Working-From-Home options
To provide 1st and 2nd line incident triage and investigation for Operating System and Database related issues
Escalation of tickets into 3rd line engineering teams
To provide problem and incident management for our UK based database support services
To take ownership of our current ticketing system (ManageEngine Service Desk Plus Enterprise & ServiceNow) and provide helpdesk ticket management and propose process enhancements as appropriate
Collaborate with Database Engineers to ensure response and fix SLA adherence, escalating as required and ensuring ticket management standards are met
To support the migration from ManageEngine Service Desk Plus Enterprise to ServiceNow
Assessing and prioritising incidents based on pre-determined definitions
Monitoring of management systems for alarms and alerts, including ManageEngine Applications Manager & ScienceLogic, raise tickets/escalate as required
What will you bring?
As Support Analyst you will be expected to demonstrate certain skills in order to successfully fulfil the role. These include:
Confident, self-assured ability to communicate effectively with Client technical and non-technical stakeholders with proven ability to influence outcomes
Demonstrable professional experience with a Service Desk function and Service Desk tooling
Proven ability to maintain consistent professional standards, prioritisation, and multi-tasking in a fast-moving MSP support environment
Embraces change and works hard to deliver change
Experience and familiarity working with incidents and problems concerning database availability, latency, throughput and utilisation
Strong analytical ability to support complex problem management and high impact critical incident triage
Experience working with Service Monitoring tools
A passion to learn and develop new skills - skills will be developed around database technologies including SQL Server, Oracle, MySQL, Couchbase, and Microsoft Azure SQL.
The role will also require you to attain and maintain the following qualifications:
A valid ITIL Certification
Any relevant technical qualifications covering operating systems, database technologies, or public cloud technologies
Why join us?
Recognised as one of the UK s 100 Best Workplaces by Great Place to Work , Node4 is an innovative Managed Services Provider, offering IT infrastructure and services, all flexibly deployed across our own infrastructure fabric and the public cloud.
We provide a range of solutions, including cloud services to support hybrid and multi-cloud models, connectivity, data services, collaboration, and security. This enables us to help UK businesses in every sector do more in the digital age.
Work for Node4 and you will be part of a friendly, supportive culture focused on delivering Exceptional Service as a Standard (ESaaS) to our customers - and one another
When registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed.
N4Stack are expanding their technical service team and are looking for an experienced Support Analyst who is passionate about delivering exceptional service as a standard (esaas) for our Fully Managed Database Technology Clients.
The successful candidate will be required to provide and promote as a Node4 team member and ambassador a professional, high quality, customer focused service to our customers and partners, ensuring industry-leading levels of customer satisfaction.
What will you be doing?
Based primarily within our Nottingham office with flexible Working-From-Home options
To provide 1st and 2nd line incident triage and investigation for Operating System and Database related issues
Escalation of tickets into 3rd line engineering teams
To provide problem and incident management for our UK based database support services
To take ownership of our current ticketing system (ManageEngine Service Desk Plus Enterprise & ServiceNow) and provide helpdesk ticket management and propose process enhancements as appropriate
Collaborate with Database Engineers to ensure response and fix SLA adherence, escalating as required and ensuring ticket management standards are met
To support the migration from ManageEngine Service Desk Plus Enterprise to ServiceNow
Assessing and prioritising incidents based on pre-determined definitions
Monitoring of management systems for alarms and alerts, including ManageEngine Applications Manager & ScienceLogic, raise tickets/escalate as required
What will you bring?
As Support Analyst you will be expected to demonstrate certain skills in order to successfully fulfil the role. These include:
Confident, self-assured ability to communicate effectively with Client technical and non-technical stakeholders with proven ability to influence outcomes
Demonstrable professional experience with a Service Desk function and Service Desk tooling
Proven ability to maintain consistent professional standards, prioritisation, and multi-tasking in a fast-moving MSP support environment
Embraces change and works hard to deliver change
Experience and familiarity working with incidents and problems concerning database availability, latency, throughput and utilisation
Strong analytical ability to support complex problem management and high impact critical incident triage
Experience working with Service Monitoring tools
A passion to learn and develop new skills - skills will be developed around database technologies including SQL Server, Oracle, MySQL, Couchbase, and Microsoft Azure SQL.
The role will also require you to attain and maintain the following qualifications:
A valid ITIL Certification
Any relevant technical qualifications covering operating systems, database technologies, or public cloud technologies
Why join us?
Recognised as one of the UK s 100 Best Workplaces by Great Place to Work , Node4 is an innovative Managed Services Provider, offering IT infrastructure and services, all flexibly deployed across our own infrastructure fabric and the public cloud.
We provide a range of solutions, including cloud services to support hybrid and multi-cloud models, connectivity, data services, collaboration, and security. This enables us to help UK businesses in every sector do more in the digital age.
Work for Node4 and you will be part of a friendly, supportive culture focused on delivering Exceptional Service as a Standard (ESaaS) to our customers - and one another