Job Description. Department : No of Direct Reports : 0. Titles of Direct Reports: Size of Department: 6. Budget Responsibility (direct) :

Transcription

1 Job Description Job Title : Department : Server Analyst IT Reporting to (Job Title) : Server Team Leader No of Direct Reports : 0 Titles of Direct Reports: Size of Department: 6 Budget Responsibility (direct) : Revenue Responsibility (direct) : Date of issue: April 2017 Issued by (name): Overall Purpose of Role: To maintain the Carnival UK Infrastructure across the Carnival UK head office, global branch sites and fleet of cruise ships. The role will focus on providing 2 nd - 3 rd line BAU support, including dealing problem and incident management, there may also be additional ad hoc project work. Ensure that all requests for support are dealt with according to agreed procedure using software, tools, and techniques to investigate and diagnose network problems. Monitoring performance statistics and create reports, working with users, other staff and suppliers as appropriate. Main Activities and Responsibilities People Management / Coaching / Development / Resourcing Working closely with IT colleagues (service desk, other third line teams, and project managers) and a variety of stakeholders to ensure required outcomes are achieved Influences customers, suppliers, partners and peers Page 1 of 5

2 Customer Responsibilities (Internal & External Customers) Builds appropriate and effective business relationships Maintain regular contact with stakeholders during incident and problem resolution Communicates effectively both formally and informally Technical (including systems) and/or Professional Responsibilities Administration and configuration of Microsoft Server Stack Administration and configuration of Microsoft Active Directory Administration and configuration of VMware Virtualisation Platform Administration and configuration of EMC SAN Storage Administration and configuration of EMC Networker Backup and Recovery Software Administration and configuration of Sophos Anti-Virus Software Administration and configuration of Linux Server Platform Administration and configuration of Microsoft SCCM Environment Working with Commercial Off The Shelf (COTS) and bespoke developed systems Provide third line support for all server related incidents and problems adhering to ITIL framework Production of technical and procedural documentation Maintain a good knowledge level of current industry trends and developments Undertake detailed and complex project tasks working with project managers to solution requirements Provide creative solutions to complex technical challenges Maintain and administer DR & BCP capabilities Out of hours support on a rota basis Working within the shift pattern required to provide support during core hours Work with Head of Infrastructure and Team Leads to prioritise work Other Responsibilities Takes initiative to keep skills up to date Working proactively and taking ownership of issues Is fully accountable for meeting allocated technical and/or project/supervisory objectives HESS Responsibilities Lead by example by taking care of the health and safety of yourself and others Report all accidents, near miss incidents and work related ill health conditions to your manager and to the Facilities department. Follow safety rules and procedures Use work equipment, personal protective equipment, substances, and safety devices correctly Take part in safety training & risk assessments and suggest ways of reducing risks. Act safely in accordance with our Elev8 safety behaviours General Responsibilities Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employees control (list not exhaustive). To undertake ad hoc duties as required. Page 2 of 5

3 Other Features of Job (travel, hours of work, working conditions etc): Periodic travel away from the office for ship or branch office visits Working hours follow standard office working hours Additional hours as required Out of Hours support cover on a rota basis Location: Southampton Office Page 3 of 5

4 Person Specification Job Title : Server Analyst Department : IT Education, Qualifications and Training Degree or relevant IT qualifications e.g. the ITIL Foundation Experience Proven experience within a Server Analyst/ 2 nd -3 rd Line Infrastructure Support role Experience supporting the following technologies: o Windows Server 2003, 2008 R2 and 2012 R2 o Active Directory (2003) o VMware vsphere 5 & 6 o VMware SRM o Linux RHEL 6 & 7 o Core Wintel services including DNS, DHCP, DFS WSUS, WINS o Backup and Disaster Recovery Principles Desirable: Experience supporting the following technologies: o SCCM o SQL Clustering 2008 and 2012 o EMC SAN Storage Administration (VNX or RecoverPoint) o EMC Networker o Linux o Sophos Anti Virus Page 4 of 5

5 Work Based Competencies Good communication skills with an aptitude for dealing with users, colleagues and suppliers. Forward thinking and planning skills, high level of interest in providing technology driven solutions Understands IT concepts and architectures, and the principles and processes of implementing and delivering IT services. Shows aptitude for analysing and managing problems arising from incidents in the operation of information systems. Calm under pressure Good customer service skills - ensuring that full account is taken of customers real and stated needs in the delivery of IT services Disciplined and analytical approach to complex issues- demonstrates the ability to work with initiative, creativity and flexibility. Behavioural Competencies Ability to work towards specific deadlines Ability to organise and prioritise workload Good decision making skills Responsible and considered attitude towards problem ownership Ability to adapt and learn quickly Good documentation and organisational skills Methodical approach to problem solving Desirable: Aware of Service Level Agreements and escalate according to policy Keen to take on further responsibilities Able to multi task Keen to maintain high level customer care Page 5 of 5