An opportunity has arisen for an IT Operations Analyst with Glanbia Business Services. This is a permanent position based in Purcellsinch, Kilkenny and will report to the IT Operations Team Lead EMEA.
While likely to be initially working remotely due to current restrictions, the base location of the role will be Kilkenny, upon return to the workplace with a blended working arrangement available through our Smart working model which allows you a greater choice in how you work and live, giving you a better work-life balance.
Key deliverables of the role
To be a technical lead in the following activities:
IT SERVICE MANAGEMENT
• Hardware build of Servers, desktop & laptops to Glanbia standard builds and working with the GI Infrastructure team to install the required applications.
• Software deployment of Glanbia standard builds to clients.
• Participate in the build and Installation of technology infrastructure on the manufacturing environment.
• Implement Disaster recovery solutions and test the DR procedures
• Implementation of security patching across the estate
• Security compliance reporting
• Support both Applications and PMO via the service catalogue
• Manage Physical infrastructure across G.I to ensure secure and compliant services
• Review ITSCM risk log on a regular basis
• Ensure Backups are operational for P1 services and critical data
• Reporting on support performance in line with IT Service Level Agreements
• Performing and documenting system health checks.
• Creating and updating system architecture documentation and asset inventories.
• Adhering to site operational procedures
• Assist with the administration of Active Directory and group policy in the Process Domains and integration of Active directory accounts with OT applications
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support
INCIDENT MANAGEMENT, CHANGE & RELEASE MANAGEMENT
• Registering all user support calls in the Call Management System
• Provide 1st, 2nd and 3rd Line support as required for the OT/ Infrastructure environment
• Process Incidents / Service Requests as required
• Process Change Requests across all OT/ Infrastructure Services utilising the 5 phases of change
• Collaborate with key stakeholders
• Work with Team on Major Incidents when required
• Execute release requests in line with the agreed release process
• Support release Go live requests where required
• Supporting changes and physical troubleshooting of the manufacturing LANs, including Specifying network switch and Firewall changes and submitting change requests, patching and documentation of structured cabling.
• Liaising with external third party Service Providers for Incident, Change and Release Mgt support.
• Ensure Service Desk tickets are kept up-to-date and accurate and also ensure that all notes and associated information relating to calls are added to the system in an appropriate manner
PROJECT MANAGEMENT
• Participate as required for OT/ Infrastructure support on Business Projects
• Identify and understand the business requirements and objectives for the relevant project’s
• Scope Project / Timelines and Deliverables to ensure proposed solution is aligned to business goals
• Ensure that any proposed design or alteration is fit for purpose and is supportable going forward (Future proofed)
• Co-ordinate IT steam utilising vendors to execute deliverables to ensure successful implementation
• Execute complex technical tasks when required
• Ensure relevant documentation is updated accordingly and stored centrally
• Ensure proposed solutions are approved by GBS aligning with the Group OT/ Infrastructure strategy where defined.
• Ensure all OT/ Infrastructure solutions are approved by the Glanbia ARB.
• Participate in the build and Installation of technology infrastructure on the manufacturing
KNOWLEDGE MANAGEMENT, PROBLEM MANAGEMENT, CAPACITY & AVAILABILITY
• Support the hand Over of New OT/ Infrastructure services to the Infrastructure support team via Knowledge process
• Proactively identify and resolve recurring Incidents
• Contribute to OT/ Infrastructure Capacity & Availability tasks / issues
• Maintain OT / Infrastructure alignment with GI Applications team
ADDITIONALLY…
• Working hours may flex to meet the business requirements.
• Out of Hours Support is required and inclusion in the OOH team rosters.
• Out of hours work as required to complete assigned tasks.
• Deliver all work in compliance with agreed corporate and best practice documentation and methodology standards. These include financial procedures, project management methodology, quality assurance, health and safety regulations, I.T. service delivery methodology and other procedures as identified through lifetime of the role.
• Support the Infrastructure Manager in the delivery of duties
• At all times maintain an appropriate awareness of the division’s corporate strategy and ensure projects, initiatives and support work is in compliance with the overall corporate strategy
• Provide support to user community and to other department members to ensure the highest level of service
• Support the implementation and maintenance of industry standard development and IT service delivery methodologies across the G.I Infrastructure estate.
Qualifications / Experience
• Degree in IT or relevant work experience
Competencies
• Great communication skills
• The energy, enthusiasm and drive to make it happen.
• A team player who has the ability to motivate others, making it fun while getting the job done
• Enjoys working in a fast-paced, innovative environment where the focus is on continuous improvement and the challenge to make it better
• Adaptable and flexible in approach to work and working hours possessing the ability to manage one’s own time and work on own initiative.
• Requirement to provide out of hours support.
• Looks beyond the obvious and doesn’t stop at the first answers
• Uses rigorous logic and methods to solve difficult problems with effective solutions
• Wants to consistently upskill and learn new technologies
• Demonstrates responsibility for own learning development
• Full clean drivers licence required.
