Technical Operations Analyst - Remote Eligible

Technical Operations Analyst

Imagine being part of a team that's not just shaping the future but actively driving it. At Davies North America, we're at the forefront of innovation and excellence, blending cutting-edge technology with top-tier professional services. As a vital part of the global Davies Group, we help businesses navigate risk, optimize operations, and spearhead transformation in the insurance and regulated sectors.

Key Responsibilities

As a Technical Operations Analyst, this role is crucial in ensuring the smooth operation and reliability of IT services and infrastructure. Your responsibilities bridge both proactive measures to prevent service disruptions and providing the required technical support and expertise to the Service Operations Team to aid ticket and problem resolution.

The Technical Operations team adopt an automation-first, problem management-focused mindset for ticket management and resolution, focusing on addressing the root cause of issues not just the symptoms, to prevent repeat occurrences. This role is essential in providing technical resolutions to tackle underlying issues.

In this role, you'll actively contribute to the culture of continual improvement, consistently seeking opportunities to enhance tech, processes and procedures for overall efficiency and effectiveness.

• Use monitoring tools to continuously manage the health of the IT services and infrastructure, identifying potential issues before service disruption occurs.
• Perform capacity management by analyzing trends to help forecast future needs.
• Plan and carry out approved changes, with CAB approval when required, ensuring implementation is completed with no unplanned service disruption.
• Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution.
• Reduce repeat IT issues by driving the resolution of problems rather than addressing individual issues.
• Produce and review Knowledgebase articles to ensure that common issues/requests can be resolved by multiple colleagues with consideration to whether resolution can be achieved by Service Operations Analysts or potentially the end user/customer themselves.
• Provide technical expertise and fault diagnostic skills for a range of key technologies to lead incident resolution activities, including Major Incidents, where required.
• Work with other Technical Operations Analysts to supplement knowledge when resolving complex incidents along with seeking advice and guidance from Senior Technical Leads or members of other IT teams when required.

Skills, Knowledge & Expertise

Experience working in a large-scale Enterprise environment to support the operation of highly available and secure IT services to highly regulated industries

Experience working in an Enterprise environment following ITIL processes managed through ITSM tooling such as ServiceNow.

Proven experience and understanding of some or all of the following technologies across IT Infrastructure and end user computing:

• Windows Server Operating Systems from 2012 onwards
• Windows desktop Operating Systems from Windows 10 onwards
• Microsoft Active Directory and EntraID for both user/group management and Group Policy configuration
• Email technologies including Microsoft Exchange and M365 along with additional security tooling such as Mimecast of Microsoft Purview
• Virtualisation platforms both on-prem and cloud – primarily VMWare (on-prem) and Azure (cloud)
• Patching and configuration management tools/MDM - ideally Microsoft SCCM and Intune
• Server hardware management – ideally HPE and/or Cisco UCS
• Enterprise storage management (SAN/NAS)
• Wired and Wireless networking infrastructure – ideally Cisco including Meraki
• Network security technologies – firewalls, loadbalancers, web filtering, VPN

Ability to perform standard tasks across a broad range of systems, working from documented procedures to ensure cross-cover for the range of technologies

Ability to diagnose common issues across applications deployed on Windows servers (firewall issues, services failing to start etc).

Proven understanding of networking concepts including switching, routing, DNS, DHCP, VLANs, VPN.

Proven ability to use monitoring tools, such as SolarWinds, extracting logs and metrics for analysis of incidents along with proactively identifying and avoiding future risks to service

Experience of scripting tools, ideally Powershell, for efficient management of systems and automation of common tasks

Experience running standard backup and restore tasks with Enterprise backup systems such as Veeam and Commvault is essential whilst ability to manage and maintain the underlying backup platform is desirable

Understanding of SQL database servers is desirable

Benefits

At Davies North America, we are dedicated to supporting the well-being and future of our qualifying employees. Our comprehensive benefits package includes:

• Medical, dental, and vision plans to ensure your health and that of your family.
• A 401k plan with employer matching to help you build a secure financial future.
• Our time-off policies, including Discretionary Time Off for exempt employees and Paid Time Off (PTO) package for non-exempt employees, reflect our commitment to promoting a healthy work environment.
• Paid holidays.
• Life insurance and both short-term and long-term disability plans, providing essential financial protection for you and your loved ones.

Diversity and Inclusion

Davies is dedicated to fostering a diverse and inclusive workplace that embraces a wide range of perspectives and experiences. We believe that diversity of thought is essential for innovation and creativity, and we actively promote an environment where all voices are valued and heard.

About Davies

We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses. We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management. Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.