Operations Centre Service Availability Analyst
We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that’s thanks to the talented and dedicated people who work with us. For us, ‘social responsibility’ is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you’ll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.
From HR and Digital teams through to Group Finance, Risk and Corporate Comms – our Group function support our businesses across the UK and abroad. Delivering essential services and activities that have a real impact on our business and our customers lives, we enable our people to do what they do best, contributing to delivering a great customer service, profitability and strategic growth.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
This role will provide the ‘single pane of glass view’ of the services being delivered by the IT Ops Centre. Working with the MIMs, the SAA will assist in the recovery of any major system failures, liaising with the Service Towers and the performance Management teams.
The role is focused on the delivery of end to end service availability reporting. This is both real time and retrospective with accountability for ensuring that the monthly business service availability reporting is available and accurate. The SAA works closely with the Operations Centre Systems Product Owner to continually improve event and availability monitoring and reporting.
The Ops Centre SAA is accountable for the day to day relationship with the Service Towers and their service performance that will deliver the ‘single pane of glass’ view of service. Builds the day to day relationship with Service Desk and collaborates with the L&G Technical and Customer Experience teams to ensure the provision of high-quality services to our customers. This role will also attend / deputise for IT Ops Centre lead at Service Boards, CABs, CCB and Emergency CABs.
This role will take an active role in the Major incident process supporting the Major Incident managers. Through their relationship with the Service Towers, this role will liaise with resolver groups and other tower suppliers to ensure that incidents are managed and resolved within the SLAs. On call within a team on a rotating basis to provide 24x7 escalation support and major incident management.
This role will be accountable for liaising with and relationship building with the vendors delivering the day to day service to ensure that all cooperate with each other. Working with the IT Ops Centre Lead to ensure that Service Performance Reviews are scheduled, regularly performed, the results are documented, and any required actions are performed. Participate in relevant communities to drive continuous improvement in L&G's technology capabilities
Responsible for contributing to capacity, availability, problem management, change management and knowledge management activities within the team, and undertaking Continual Service Improvements as a day to day activity.
Actively identify risks, ensure they are appropriately logged and tracked at appropriate forums, and take appropriate action to mitigate or resolve
Define, develop and deliver processes and systems to ensure a consistent and good level of service that means customers’ expectations are met, is consistent with what we have communicated and is aligned to L&G’s Customer Experience and Treating Customers Fairly policy.
Continually work to build effective, positive working relationships with both our Third Party Service providers and the wider IT communities, to enable us to deliver a fantastic customer service and be viewed as a single, valued IT partner.
- ITIL v3 Certified
- Relevant technical qualification or professional qualification or accreditation or equivalent.
- Preferably a confirmed technical certification
- Experience of acting as an escalation and resolution point for major service related matters
- How to manage post transition of applications and services from programmes and projects into a live service estate are managed
- Have experience of working in a SIAM model Skills: Influencing others to move toward a common vision or goal.
- Working effectively with diverse teams across multiple locations.
- Have good verbal and written communication skills, and a good understanding of the use of different channels and formats for different audiences
Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.
For further information regarding this role please contact Lynn Morriss (email@example.com) OR Reesa Berry (firstname.lastname@example.org)