IT Operations Centre Analyst

About IT Services

IT Services at the University of Manchester is a vibrant and fast-moving department, which focuses on delivering excellent customer service and quality services for our staff, students, and researchers. 

The Team
The IT Operations Centre, (ITOC), is an evolving team within IT Services and are responsible for the monitoring of system health, the availability and capacity of live services, and are accountable for the execution of disaster recovery and continuity of critical services. The ITOC also provides monitoring, escalation, intervention, operational maintenance and support, dashboards and reporting functions for all University services and infrastructure. ITOC are a campus-based team who work on a rostered shift basis to support the University’s IT services.

The Role
This is an exciting opportunity within IT Services to work with technical colleagues across the department to increase our capabilities in the following areas:

• Help keep IT service statuses “green” by way of proactive service availability monitoring.
• Assist with expanding our current system monitoring and alerting services.
• Performing ITIL processes such as Event Management, Incident Management, Problem Management, Capacity Management, Availability Management and Service Continuity Management.
• Maintain and update the Configuration Management Database.
• Service performance monitoring.
• Performing a range of service reporting functions.

As part of this role, you will be expected to participate in a shift working pattern and a rota for shift supervision responsibilities.  You will receive a shift working and additional duties allowance as appropriate.  The role is campus based, so hybrid working is not an option.

The Person

The successful candidate should be able to demonstrate:

• An understanding of enterprise level IT infrastructure and services.
• Familiarity with IT monitoring tools.
• Experience of the University’s Incident Management process, including escalating incidents where appropriate.
• Broad technical knowledge across a range of technologies including networks, infrastructure, and applications.
• A methodical approach to troubleshooting.

What you can expect in return

Our diverse job opportunities all include a top benefits package that includes many features that are hard to find in the private sector:

• Generous annual leave allowance;
• Pension scheme membership to provide benefits for you and your family;
• Well-being programme with counselling, fitness and leading sports facilities;
• Learning and development opportunities;
• Season ticket loans for public transport;
• Cycle to Work Scheme;
• Workplace nursery scheme;
• Staff recognition schemes;
• Staff discounts on a range of products and services including travel and high street savings.

In fact, there are so many benefits available you can see more of them by clicking HERE

Find out more about our organisation and values:

• IT Services: About us and ITS Practice Charter

When completing the additional information section of your application, please ensure you make reference to the job description and person specification above, as this will form an integral part of the shortlisting process.

As an equal opportunities employer we welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation and transgender status.  All appointments are made on merit.

Our University is positive about flexible working – you can find out more here      

Please note that we are unable to respond to enquiries, accept CVs or applications from Recruitment Agencies.

Any recruitment enquiries from recruitment agencies should be directed to People.Recruitment@manchester.ac.uk.

Any CV’s submitted by a recruitment agency will be considered a gift.

Enquiries about the vacancy, shortlisting and interviews:

Name: Tony Curran

Email: tony.curran@manchester.ac.uk 

General enquiries:

Email: People.recruitment@manchester.ac.uk

Technical support:

https://jobseekersupport.jobtrain.co.uk/support/home

This vacancy will close for applications at midnight on the closing date.

Please see the link below for the Further Particulars document which contains the person specification criteria.