Incident Analyst / Technical Support Analyst – Slough – £30K – £35K + Package
An excellent opportunity has arisen with a global brand for an Incident Manager responsible to manage incidents (in both production and non-production environments in support of Customer agreements) in order to restore normal service as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Another important purpose is the identification of impending incidents and the taking of immediate action to prevent their occurance. The overall management of incidents is performed by a combination of active monitoring, incident managment, and engagement of technical experts when required.
The Incident Analyst is the primary technical resource that initially reacts to escalated Service Desk and alert generated incidents in order to diagnose, troubleshoot, develop solutions, utilize and comply with the Change Management process, to promote solution to production or non-production, implement, test, and validate the solution. The Incident Analyst will engage peer or Subject Matter Experts (SMEs) in or from technology vendors as required to resolve the incident and restore service. The Incident Analyst will also identify technical knowledge transfer opportunities to increase their capabilities and effectiveness from engineering and application resources.
Requirements of the Incident Analyst / Support Analyst
·5-8 Years of Technical Administration experience
·B.S. In Computer Science or similar discipline
·In-depth in experience in operationally managing one or more of the following technical disciplines:
Windows Server Admin
Unix/Linux Server Admin
Oracle Database Admin
MS SQL Database Admin
Network Admin (LAN / WAN / VPN)
Oracle Weblogic Admin
Internet Information Server (IIS) Admin
Apache Web Server Admin
F5 Load Balancing Admin
Enterprise Storage Admin
·Professional certifications in one or more of the above technical disciplines desired (within last 18 months)
·Proven experience in incident identification, diagnosis, troubleshooting, solutioning, and implementation or deployment of the solution to include testing and validation.
·Strong process orientation with solid attention-to-detail skills
·Ability to work in a complex, fast paced and rapidly changing business environment
·Excellent analytical and problem solving skills
·Proficiency with Microsoft Office tools (e.g. Visio, Outlook, Word, Excel and PowerPoint)