IT Operations Centre AnalystMilton Keynes, England
Financial & Well
Health & Well
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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.
Boeing Defence UK (BDUK) is a subsidiary of the Boeing Company and currently employs over 1,400 people in the UK. We are responsible for delivering several exciting contracts to our UK defence customers including new capabilities like the E-7 AEW&C and the P-8A Maritime Patrol Aircraft, Autonomous Systems, C4ISR Services, Support for the Chinook & Apache Fleets, Logistic Information Services and Training Services and are very much in a growth phase.
As a BDUK employee, you will have access to flexible and virtual working arrangements, benefits packages, employee incentive programmes and study assistance, as well as the potential for international travel. You will also have access to many resources that you will be able to access in order to inform and support your development throughout your career with us. This a full-time role based in Bristol with some hybrid working options.
The purpose of the IT Operations Centre Analyst role is to provide overnight (out of hours) support to all the programmes that Digital Services and Analytics (DS&A) are aligned to. This post resides within Service Management in the Information Technology Operations Centre (ITOC) function and will report directly to the Service Operations 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
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.
PLEASE NOTE: The successful candidate will be expected to undergo a UK SECURITY CHECK.
Employer will not sponsor applicants for employment visa status.
Export Control Requirements: Not an export control position
Equal Opportunity Employer:
We are an equal opportunity employer. We do not accept unlawful discrimination in our recruitment or employment practices on any grounds including but not limited to; color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military and veteran status, or other characteristics covered by applicable law.
We have teams in more than 65 countries, and each person plays a role in helping us become one of the world’s most innovative, diverse and inclusive companies. Applicants are encouraged to share with our recruitment team any accommodations required during the recruitment process.
Contingent Upon Program Award
No, this position is not contingent upon program award