Job Description

Job Title:Server & Storage Analyst

Reporting to:Server & Storage Manager

Details
This role offers the opportunity to be involved in the implementation of the solution you will be supporting, development and testing is in progress
You will be providing server / solution support for a complex distributed 24x7 communications platform, working as part of an existing team to support a 50+ server environment. With a large and diverse technology stack, this is an excellent opportunity to learn new technology and specifically contact centre technologies. On offer is a challenging technology environment, and a role that will keep you interested. This role is responsible for providing customer support, technical services and technology support as required. The primary role of the individual will be to support the Corizonplatform infrastructure, Kana Softphone, Avaya IVR and various middleware systems. This role will contain elements of project work, business as usual system maintenance and end user support. Individual will be responsible for the correct and reliable operation of the CCT platform, and the overall solution deployed on multiple sites.
Accountabilities / Metrics
Support of the Infrastructure. / Number of hours of downtime
Number of system related issues reported by users
Number of Incidents closed within SLA
Implement/install/upgrade/customise systems / Deadlines met
Feedback from customer (e.g. on sign-off document or customer satisfaction survey)
Number of subsequent issues raised related to server availability.
Deploy small project / changes into test and live environments / Number of issues raised after implementation
Ability of support team to resolve issues without escalation
Customer feedback
Deployment deadlines met
Answer calls from colleagues, clearly identify issues, ascertain importance and priority, then provide troubleshooting and testing (may be remote or on-site) and/or escalate if necessary, providing a clear and thorough description of the issue to the relevant colleague via telephone and email / Issues resolved within defined timeframes and SLAs met
Customer feedback
Number of issues satisfactorily resolved without escalation
Colleague feedback on clarity and comprehensiveness of escalated issue.
Timely and effective logging of product issues with 3rd party support organisations
Search product documentation/internal systems/supplier and manufacturer extranets/other knowledge bases for solutions to issues/to increase own knowledge / Number of issues satisfactorily resolved without escalation
Customer and colleague feedback on knowledge
Clear and thorough Documentation of resolutions
Commitment to self-development / Courses attended
Knowledge-base improved
Increased degree of autonomy
Increased number of issues successfully resolved without escalation
Share knowledge with colleagues / Colleague feedback
Quality of information in internal systems
Documentation to assist colleagues
Development of proactive monitoring systems / Detection of issues before they become service affecting
Number of undetected issues that cause system issues
Continuous improvement/ additions to monitoring systems
You will be required to ensure that you keep abreast of new technology developmentsand providing in-house training where required.
Job Purpose
  • Provide 3rd level technical support for the Contact Centre Technologies estate in support of SLC’s corporate, departmental and individual objectives.
  • Ensure the Contact Centre Technologies infrastructure and associated technologies remain current, supported, highly available, operate efficiently, perform within agreed targets, and deliver a secure platform on which SLC can carry out its business.
  • Provide 3rd line specialist support to users of the system, working in collaboration with other operations and wider technical community in order to diagnose and fix service affecting issues.
  • Liaise with 3rd Party and other operations teams and the wider technical community on design, implementation, and transition to BAU operation of new server and storage infrastructure
  • Adhere to service improvement initiatives to ensure the server estate is current and supportable
Key Accountabilities
Contribute to the provision of 24x7 support of services for Contact Centre Technologies (including during on-line day and participation on on-call rota)
Perform fault resolution and root cause analysis, ensure root cause is understood and service impact is minimised.
Provide input to the technical design and assist with project build activity, ensuring adherence to standards and infrastructure is fit for purpose & supportable
Ensure security patching process is adhered to and all software/firmware versions are at an appropriate level.
Ensure department standards for data and system protection are adhered to and that the necessary backups are being performed regularly
Ensure platform standards are adhered to and new standards agreed and documented as appropriate.
Ensure standard documentation procedures adhered to; ensuring the creation of quality support documentation for all services.
Manage change into the infrastructure platforms, following change process.
Participate in business continuity and disaster recovery planning and activities
Keep up to date with new technology and propose improvements to current and developing server and storage technologies and techniques
Ensure priorities are met and assigning project work to ensure achievable delivery
Undertake tasks as assigned as appropriate by Line Manager
Essential Skills / Experience / Qualifications
Experience working in an large, corporate ICT infrastructure support environment involving 200+ virtual and physical Windows and Linux servers supporting a 1,000+ user environment
Must have strong hands-on technical knowledge of Wintel, Mysql, PostgreSQL, MS SQL, VMWare, Java technologies, middleware web technologies, Load Balancing
Working knowledge of networking and virtualisation technologies, products and protocols
Good analytical skills
Strong customer orientation
Hands-on technical experience of server, system, data, middleware and database backup technologies
Strong analytical and critical thinking skills
Strong organisational, time management and prioritisation skills
Strong interpersonal skills with the ability to interact and communicate effectively across all levels of the organisation
Exhibits flexibility, initiative and self reliance, and willingness to become a go-to person for Wintel and associated technologies to support both project and operations
Excellent knowledge and experience of administering and supporting Red Hat Enterprise Linux (RHEL5, RHEL6, RHEL7) both physical and virtual (min 3 years demonstrable experience)
Excellent knowledge and experience of administering and supporting VMware ESXi 5.5 & 6 (min 3 years)
Linux Patching methodologies including applied experience of using yum, RH Satellite
  • OS scripting (shell, Perl, Python)
Experience/Desirable Skills
  • Bachelors Degree/HND in Computer Science/Information technology or equivalent
  • Knowledge of other server technologies, particularly Unix, desirable
  • Knowledge and experience of administering and supporting Legato Networker and VEEAM (advantageous)
  • Experience of working with HP OneView
  • Experience with automation & continuous integration
  • IVR (Voice Recognition systems)
  • CTI integration (Softphone technologies)
  • ITIL Foundation desirable
  • experience in Avaya, Nuance, Jboss/Jetty/Tomcat products
  • Open Source products and release model orientation
About SLC
Student Loans Company is a non-profit making Government-owned organisation set up in 1989 to provide loans and grants to students in universities and colleges in the UK. We are responsible, in partnership with Local Authorities in England and Wales, the Student Awards Agency for Scotland, the Education and Library boards in Northern Ireland, the Higher Education Institutions and HM Revenue & Customs, for student support delivery in the UK.