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IT Operations Centre Analyst

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IT Operations Centre Analyst


Manchester (Soapworks) – £28,895 – £33,229 + excellent benefits + training package + shift allowance

IT Operations Centre Analyst – we are looking to recruit an IT Operations Centre Analyst who has a solid understanding of the core processes within the ITIL Framework, particularly Incident, Problem, Change and Event.

This is a brand new role, which offers the opportunity for you to develop your knowledge and skill base through undertaking technical training in an areas that the Home Office are building upon within their operations control capability.


  • Monitor the infrastructure, the network and associated applications for alerts and events to provide immediate response to issues;
  • Diagnose and gather data for problem resolution to support root cause analysis;
  • Actively participate in problem resolution within agreed parameters ensuring issues are logged correctly and successfully closed or escalated to the appropriate 3rd Line resolver group;
  • Ensure efficient handover of outstanding issues, delivering sufficient knowledge to aid quickest resolution across technical teams, suppliers and incident management;
  • Provide succinct and efficient handover of issues during shift changes;
  • Ensure that scheduled and unscheduled tasks are carried out in a timely manner according to agreed Operations Centre planning;
  • Carry out system administration tasks within agreed parameters to support availability, capacity management, proactive monitoring and service health checks;
  • Ensure that requests for assistance are responded to in a timely manner according to agreed SLA’s and OLA’s’
  • Ensure ITIL Service Management procedures, policies and processes are fully adhered to at all times including asset and configuration, incident, event and demand and capacity management;
  • Be prepared to work at short notice in an alternate facility to support Business Continuity, and at scheduled intervals to prove the facility and Business Continuity Plan for the ITOC;
  • Undertake training as directed and seek to constantly improve performance through development;



  • Good analytical and communication skills;
  • Ability to work as part of a team and to liaise with stakeholders and customers;
  • Ability to decompose large problems into smaller ones, devising solutions to resolve them, and then joining these small solutions together to solve the original large problems;
  • Knowledge of networks, hypervisors, operating systems, middleware, and applications.


  • Ability to coordinate different activities with diverse business units;
  • Experience of a Service Management toolset (Service Now preferable);
  • Experience of an Event Management toolset (Solar Winds preferable);
  • Understanding of the ITIL Framework for Service Management;

If this opportunity sounds of interest, please click “apply” or contact James Spence-Evans at Experis for further information.

Job reference:
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Contact Details

Telephone Number 0161 924 3929

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