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Service Monitoring Analyst

Date posted 05/08/2022
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Area
Reading
Work location
Dual Location - Home & Reading Office
Contract type
Full-time
Shift pattern
on call working

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

Service Monitoring plays a critical role within the wider Service Operations and Assurance function providing resource 24x7, 365 days of the year to monitor Fault, Capacity and Performance management metrics which impact our business and customers the most, ready to take action on any issues observed.

The team works alongside the Service Assurance teams and our partners, delivering high quality service, application and Infrastructure support by guiding the eyes-on-glass Service Monitoring team to react to alerts and notifications; collaborating with global teams and contributing to the uptimes of services; while following ITIL Methodology.

The Service Monitoring team provides 24x7x365 infrastructure, network and application monitoring through a proactive approach. The component of this service provision is the configuration, administration and sustainment of the various monitoring tools.

These tools are used by the 24/7/365 operations team to enable monitoring and issue detection, provide alerts and events for immediate response to issues identified via the monitoring tools and to provide impact or severity assessments and statements to the incident teams.

• Administer & sustain the toolsets used to monitor the infrastructure, the network and associated applications for issue alerts and event management.
• Ensure that requests for assistance are responded to in a timely manner according to agreed SLAs.
• Ensuring system(s) meets standards for data quality and integration.
• Actively participate in incident resolution within agreed parameters ensuring issues are logged correctly and escalated to the appropriate resolver group. Diagnose and gather data for incident communications and to support root cause analysis.
• Ensure full adherence to escalation procedures in incident, problem and change management.
• Seek to improve process and procedures.
• Undertake training as directed and seek to constantly improve performance through development.
• Continuous Improvement.
• Update and create articles for Knowledge Management.
• Adhere to functional processes for fast and effective response to service failure alerts and notifications from a range of systems.
• To identify, develop and implement new ways of working with the team to monitor and continue to improve service efficiency and effectiveness
• Automating activities for efficient and timely production of data
• Using pre-defined global Key Performance Indicators (KPIs) and other metrics for measuring the efficiency and effectiveness of the Monitoring services.
• Ensure quality and service standards are documented and maintained throughout the team and the services provided.
• Develop and improve service quality by enhancing processes

Essential:
• Experience in technical solutions for monitoring.
• Experience monitoring and event management tools
• Knowledge in data analytics
• Strong communication skills.
• Experience working within an ITIL framework
• Strong analytical capabilities
• Ability to engage and communicate with stakeholders and support teams across any number of business functions
• Rational and calm under pressure

Desired:
• ITIL Qualification
• Experience of ITSM tool sets, preferably BMC Remedy
• Experience of working in a telecommunications environment and of mobile network technologies

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