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An exciting opportunity has arisen to join the Boeing Defence United Kingdom (BDUK) team as an IT Operations Centre Analyst based in Milton Keynes, UK.
The purpose of the entry IT Operations Centre Analyst role is to provide overnight (out of hours) support to all the programmes that Common Information Services (CIS) are aligned to. This post resides within Service Management in the Information Technology Operations Centre (ITOC) function and will report directly to the Service Management Centre Manager. The ITOC forms part of the wider 24 x 7 x 365 Service Management Centre operation and will be responsible for providing both technical support and incident management to a varied community of users and systems.
This role will be based at our Milton Keynes facility, providing support to various global locations, as required by the business and its customers.
The IT Operations Centre analyst will provide 24 x 7 x 365 infrastructure, network, security and application monitoring, plus system support to optimize service provision to Boeing Common Information Services customers, through a proactive approach. The role is night shift work, covering the hours of 7pm to 7am on a 28 day shift cycle, 365 days of the year.
Key responsibilities include:
Monitoring the infrastructure, the network and associated applications for alerts and events to provide immediate response to issues
Diagnosing and gathering data for problem resolution to support root cause analysis
Active participation in problem resolution within agreed parameters ensuring issues are logged correctly and successfully closed or escalated to the appropriate 2nd Line resolver group
Escalating issues appropriately, ensuring they are tracked through to a successful resolution
Ensuring efficient handover of outstanding issues, delivering sufficient knowledge to aid quickest resolution
Ensuring that scheduled and unscheduled tasks are carried out in a timely manner according to agreed Operations Centre planning
Carrying out system administration tasks within agreed parameters to support availability and capacity management
Conducting Service Desk Analyst duties as part of the 24x7x365 Service Desk provision
Working with users over the telephone, remote PC connection or email to resolve issues with IT Services where possible
Ensuring that requests for assistance are responded to in a timely manner according to agreed SLAs
Diagnosing and resolving problems accurately, making sure that they are logged correctly and either closed successfully or escalated appropriately to 2nd Line support teams
Ensuring full adherence to escalation procedures in incident, problem and change management
Taking ownership of escalations when asked and delivering solutions
Seeking to improve process and procedures
Ensuring BDUK IT and Service Management procedures are adhered to at all times
Being prepared to work at short notice in an alternate facility and Business Continuity Plan for BDUK
Undertaking training as directed and seek to constantly improve performance through development
Updating and creating articles for Knowledge Management
PLEASE NOTE: The successful candidate will be expected to undergo a UK SECURITY CHECK.
Employer will not sponsor applicants for employment visa status.
Hands-on experience in IT support and service delivery, preferably backed up with knowledge of Ministry of Defence Logistics Platforms
Exposure to enterprise ITSM tools such as Microfocus SMAX, HP BTO, ServiceNow and supporting processes
Excellent troubleshooting and problem solving skills
Good customer service skills and the ability to apply sensitivity and discretion when required
Excellent English oral and written communication skills
Pro-active and customer-focused approach
Being able to make risk based judgements around solutions through good analytical skills and discipline
Base judgements around key ITIL principles
Ability to apply experience and knowledge to complex issues and without assistance
Ability to handle and resolve Service Desk complaints without assistance
Experience in interactions with internal support teams of varying seniority and technical knowledge
Experience in professional interactions with third party suppliers ensuring service incidents are progressed to a successful conclusion
The ability to obtain UK Security Clearance is essential
Relocation: This position does not offer relocation. Candidates must live in the immediate area or relocate at their own expense.
Shift Work Statement: This is a night shift position.
All information provided will be checked and may be verified.
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