IT Operations Analyst- Kilkenny(12-Month Initial Contract)
An exciting opportunity has arisen for an experienced IT Operations Analyst to join an international agri-business. This is a contract role with the potential to transition into a permanent position. The successful candidate will report to the IT Operations Team Lead for EMEA.
Location: This is a fully onsite role based in Co. Kilkenny, Ireland.
Key Responsibilities
Technical Leadership in IT Service Management:
* Lead the hardware build of servers, desktops, and laptops, ensuring adherence to company standard builds, and collaborate with the Infrastructure team to install required applications.
* Manage software deployment of company-standard builds across client devices.
* Participate in the build and installation of technology infrastructure in the manufacturing environment.
* Implement disaster recovery solutions and conduct testing of DR procedures.
* Oversee the implementation of security patching across the IT estate.
* Conduct security compliance reporting.
* Support both Applications and PMO teams via the service catalogue.
* Manage physical infrastructure to ensure secure and compliant services.
* Regularly review the IT Service Continuity Management (ITSCM) risk log.
* Ensure operational backups for critical services and data.
* Report on support performance in alignment with IT Service Level Agreements.
* Perform and document system health checks.
* Maintain and update system architecture documentation and asset inventories.
* Adhere to site operational procedures.
* Assist with Active Directory administration and group policy management within Process Domains, including integration with OT applications.
* Diagnose and resolve technical issues by referencing manuals, engaging with users, and conducting system diagnostics.
Incident, Change & Release Management:
* Register and track all user support calls through the Call Management System.
* Provide 1st, 2nd, and 3rd line support for the OT/Infrastructure environment as needed.
* Process Incidents and Service Requests in a timely manner.
* Manage Change Requests across all OT/Infrastructure services, following the five phases of change management.
* Collaborate with key stakeholders to ensure seamless service delivery.
* Support the team in handling major incidents when required.
* Execute release requests in accordance with the agreed release process.
* Assist with release go-live activities as necessary.
* Support changes and physical troubleshooting of manufacturing LANs, including specifying network switch and firewall changes, submitting change requests, patching, and documenting structured cabling.
* Liaise with third-party service providers for incident, change, and release management support.
* Ensure all Service Desk tickets are up-to-date and contain accurate information, including relevant notes and details of actions taken.
Project Management:
* Provide OT/Infrastructure support for business projects as required.
* Understand business objectives and requirements for relevant projects.
* Define project scope, timelines, and deliverables to ensure alignment with business goals.
* Ensure proposed designs are fit for purpose and future-proofed.
* Coordinate IT teams and vendors to successfully execute deliverables.
* Carry out complex technical tasks when necessary.
* Ensure documentation is kept up to date and centrally stored.
* Secure approvals from GBS for proposed solutions in line with the Group OT/Infrastructure strategy.
* Obtain approval from the Architecture Review Board (ARB) for all OT/Infrastructure solutions.
* Participate in the build and installation of manufacturing technology infrastructure.
Knowledge Management, Problem Management, Capacity & Availability:
* Drive continuous improvement and encourage innovation within the team.
* Facilitate the transition of new OT/Infrastructure services to the Infrastructure Support Team through knowledge-sharing processes.
* Identify and resolve recurring incidents proactively.
* Contribute to capacity and availability management efforts within OT/Infrastructure.
* Maintain alignment between OT/Infrastructure and Applications teams.
Vendor & Purchasing Management:
* Manage IT OT/Infrastructure spending, including invoice processing and goods received notes (GRN).
* Create OT/Infrastructure e-capex requests as needed.
* Develop and maintain a supplier contract database for IT services.
* Maintain an OT/Infrastructure vendor management website to track issues and leverage data for vendor review meetings.
* Build and sustain relationships with OT/Infrastructure vendors and service providers.
* Provide input for annual negotiations on IT service contracts, leveraging Group Purchasing when applicable.
* Liaise with head office to align central IT solutions with OT/Infrastructure needs.
* Maximise operational service levels through vendor partnerships, ensuring quality service delivery and seeking cost optimisation opportunities in line with targets.
Additional Responsibilities:
* Flexibility in working hours to meet business needs.
* Participation in out-of-hours (OOH) support rosters.
* Availability for out-of-hours work as required to complete tasks.
* Adherence to corporate standards, including financial procedures, project management methodologies, quality assurance, health and safety regulations, and IT service delivery practices.
* Assist the Infrastructure Manager with the delivery of duties.
* Maintain an awareness of the corporate strategy and ensure projects and initiatives align accordingly.
* Provide support to end users and team members to uphold the highest level of service.
* Contribute to the implementation and maintenance of industry-standard IT development and service delivery methodologies across the Infrastructure estate.
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