A leading group of global life-saving technology businesses is seeking an Operations Support Analyst to join their expanding team. This exciting opportunity sits at the heart of a transformative digital strategy designed to harness the power of connected, smart technologies across operations and enterprise applications.
With a presence in over 40 companies worldwide and a growing reputation for innovation, this organisation is dedicated to delivering safer, cleaner, and healthier solutions. The successful candidate will play a pivotal role in ensuring the smooth operation of critical IT systems, supporting enterprise applications, and driving continuous improvements across a diverse and dynamic technology landscape.
Key Responsibilities Operational Support & Monitoring
Manage daily IT operations, monitor system health, and escalate urgent service requests as needed.
Conduct routine system checks to identify inefficiencies and operational bottlenecks.
Coordinate with end-users, application owners, and platform teams to triage and resolve incidents effectively.
Reporting & Analysis
Assist in the development of reporting dashboards and performance metrics, including SLAs and system uptime.
Leverage tools such as Excel and Power BI to analyse trends, drive data-driven insights, and suggest system enhancements.
Continuous Improvement
Identify opportunities for process optimisation and operational efficiency.
Define challenges, gather requirements, analyse potential solutions, and help implement enhancements.
Deliver smaller-scale improvement initiatives to increase service performance and stability.
Documentation & Training
Create and maintain internal training materials and documentation for operational procedures.
Contribute to a shared knowledge base to ensure consistent support and service delivery.
Problem Solving & Root Cause Analysis
Collaborate with internal teams and external vendors to identify and resolve complex issues.
Translate technical information for non-technical stakeholders, ensuring seamless communication between business functions and IT.
Vendor Management
Maintain strong working relationships with third-party vendors.
Conduct monthly service reviews and support escalation processes.
Monitor vendor performance against SLAs and hold suppliers accountable for service quality.
Ideal Candidate Profile Essential Skills & Experience
23 years' experience in enterprise IT support across applications such as HR, Finance, ERP, or integrated systems.
Strong understanding of managing release cycles and environment controls across business domains.
Proven ability to manage stakeholder expectations around system availability and updates.
Experience supporting service management in multi-vendor environments.
Strong analytical skills, attention to detail, and a structured approach to problem-solving.
Excellent communication and interpersonal skills, capable of engaging with global teams.
Desirable
Familiarity with ITIL, Lean, or Six Sigma methodologies is advantageous but not essential.
Experience supporting international teams across different time zones.
Professional Attributes Operationally Driven: A background in IT Operations, with the ability to manage multiple workstreams simultaneously in a high-performance environment.
Entrepreneurial Mindset: A proactive, resilient, and adaptable individual with a solutions-focused approach.
Commercial Acumen: Skilled in balancing technical depth with strategic insight and strong stakeholder engagement.
Hands-On Leadership: Willing to delve into the detail while maintaining a focus on bigger-picture outcomes.
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