Senior IT Infrastructure Analyst

at  Canada Life Limited

Senior IT Infrastructure Analyst
Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.
Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.
Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job Purpose

• To maintain and improve the systems infrastructure to ensure all users experience minimum disruption to the online day whilst delivering continuous system improvements.
• To provide excellent customer service in relation to 2nd line support to all CLI staff in line with the agreed IS Managers service level agreements.
• Liaising regularly with stakeholders and business leaders and relying on strong analytical/Customer Service experience and attention to detail.
• Supporting the team in their development, ensuring that they have the knowledge and skills to deliver excellent service and solutions to customers.
• Ensure that the high quality standards of analysis/Customer Service and solution implementation are maintained, identifying training requirements where necessary.

Key Accountabilities

• Perform 2nd line incident management on supported products and services.
• Provide 1st line support cover for the Helpdesk as and when required.
• Using combination of technical knowledge, analysis and skills with reference to procedures and guides, perform classification, initial support, investigation, diagnosis, resolution and recovery of incidents.
• Complete 75% First time resolution on Incidents and SR’s.
• Assign incidents to appropriate 3rd line teams.
• Perform incident queue management procedures.
• Adhere to Quality Program guidelines during incident lifecycle.
• Collect trending information in support of Problem Management Process and provide to the Infrastructure Manager IoM.
• SAR Co-ordinator and I.S Security Admin for IoM systems.
• Raise tickets through Service Now were appropriate.
• Effectively manage your own workload and engagement to progress and deliver against Request for Service and Incident Objectives to agreed SLA’s.
• Effectively engage with the Incident Management Process, resolving 2nd and occasional support issues.
• As detailed in the daily check lists, perform all required daily, weekly, monthly checks and raise incidents, or notifications to appropriate support teams
• Provide Out of Hours support and be part of the on-call rota throughout the year.
• Ensure any modifications to production environments are logged through change management.
• Participate in the annual Disaster Recovery test.
• Must be very much a team player & also able to work on their own.
• Ensure procedural documentation is kept up to date or created where necessary.

Audit Requirements

• Contribute to the completion of the Daily, Weekly, Monthly Quarterly and yearly audit requirements.
• Produce and keep all audit related reports up to date.
• Manage and update audit reporting software. Ordering of new licenses
• Complete any required departmental checks on banking systems.
• To aid in ETS Infrastructure Audit requirements throughout the year to ensure audits are successful or where gaps are identified they are closed out in agreed timescales.

Incident / Problem Management Process Owner

• Chair monthly Incident / Problem Management meetings with I.S Managers
• Identify trends in underlying incidents
• Creation and assignment of problem tickets
• Monitoring of open incidents and cycle times

Technology Integration

• Participate in IS projects both internal and group wide where applicable following Company standard project methodology.

Administration

• Adherence to all I.S processes & procedures.
• To participate in the continuous improvement programme by identifying areas where improvements can be achieved and recommending required actions.

DESIRED KNOWLEDGE / EXPERIENCE / SKILLS

The successful candidate will have relevant IT qualifications and experience working as a Senior technician with all aspects of an IT environment including, but not limited to:

• Microsoft Products - O365
• Active Directory, Group Policy, DNS & DHCP
• Windows Server - various versions
• Windows 10/11
• Linux/Unix
• IBM iSeries/AS400 (not essential but would be an advantage)
• ESX/VMware
• SAN Storage

• To maintain and improve the systems infrastructure to ensure all users experience minimum disruption to the online day whilst delivering continuous system improvements.
• To provide excellent customer service in relation to 2nd line support to all CLI staff in line with the agreed IS Managers service level agreements.
• Liaising regularly with stakeholders and business leaders and relying on strong analytical/Customer Service experience and attention to detail.
• Supporting the team in their development, ensuring that they have the knowledge and skills to deliver excellent service and solutions to customers.
• Ensure that the high quality standards of analysis/Customer Service and solution implementation are maintained, identifying training requirements where necessary