IT Ops Service Support Analyst at LegalAndGeneral

Cardiff, Wales, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

11 May, 26

Salary

0.0

Posted On

10 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ITIL Service Management, Service Support, IT Service Management, Agile Delivery, Lean Methodology, DevOps, SQL, Dynatrace, Datadog, AWS, Retail Workplace Pensions, Regulatory Frameworks

Industry

Financial Services

Description

Company Description Legal & General (L&G) is a leading UK financial services group and major global investor. We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders. We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income. Who we are Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement. We’re a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys. We focus on helping the customers of today and tomorrow achieve better long-term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways. Job Description We have a fantastic opportunity for an IT Ops Service Support Analyst to join our Retail Support Services (RSS) team in Cardiff! This is the ideal role for someone in service support looking for their next challenge. What you'll be doing: Providing expert consultancy and resolution for incidents, requests & problems collaborating with multiple internal and external support teams to ensure issues are resolved within agreed service levels and to customer satisfaction. Escalating issues likely to cause an extended service outage or service level breaches in line with established procedures Providing technical consultancy i.e. file transfer/SFTP to external clients for new and existing schemes. Providing out of hours and weekend support as per the business need Ensuring all support and maintenance provided by 3rd party suppliers, under the individual's control, is delivered within agreed service levels Leading proactive incident triage and reducing incident volumes through problem analysis, trend identification and recommendations to Product Owners for corrective action Contributing to clear, effective communication tailored to the audience situation and the desired outcome Monitoring, reporting and broadcasting information relating to service availability, in respect of hardware and software, using appropriate systems as necessary Contributing to the define, design, build and deliver stages of Continuity tests within sphere of influence, as per the rolling Disaster Recovery schedule Executing the delivery of assigned change initiatives adhering to change control procedures. Complying with agreed methodology, standards, policies & procedures to produce high quality support documentation and providing feedback to drive continuous improvement Qualifications Who we're looking for: ITIL Service Management (or equivalent) Experience of working in a Service Support Role with a good awareness of Service Management Principles IT Service Management experience in an outsourced environment Awareness of Agile delivery, Lean methodology and DevOps SQL (basic queries) Dynatrace Datadog and AWS experience Appreciation of the Retail Workplace Pensions & Protection Industry and the regulatory frameworks Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: The opportunity to participate in our annual, performance -related bonus plan and valuable share schemes Generous pension contribution Life assurance Healthcare Plan (permanent employees only) At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday Competitive family leave Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only) There are the many discounts we offer – both for our own products and at a range of high street stores and online In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart Additional Information At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all. If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel. We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose. Permanent/Regular or Fixed Term Contract/Temporary: Permanent (UK and ROW) / Regular (US) L&G Business Unit: Legal & General Retail L&G sub Business Unit: RETAIL - CENTRAL Primary Location: Cardiff, Four Central Square Job Family: IT & Change

Responsibilities

The IT Ops Service Support Analyst will provide expert consultancy and resolution for incidents, requests, and problems while collaborating with various support teams. They will also lead proactive incident triage and contribute to effective communication regarding service availability.