IT Operations Senior Analyst (3 Positions) at Oxfam

KEY RESPONSIBILITIES

The remit of the IT Operations Senior Analyst is to:

• Act as an escalation point for the affiliate IT teams by providing Global Tier 4 support for Office 365, Intune and Entra ID tasks. This role will be expected to solve operational/technical problems within their own area of expertise which may often be complex.
• Provide Tier 4 technical support to the Global Microsoft Sentinel Workspace that is used to log Information Security Incidents and events for the affiliates that have onboarded to the service.
• Providing business critical technical expertise using a unique knowledge set to the Global IT shared services on a weekly rota for the wider Oxfam confederation, providing resolution or escalation of requests through first to fourth line support tasks.
• Advising senior management on specialised areas of expertise including training and mentorship of OIS staff and affiliate IT Officers respectively.
• Identify support trends and bottlenecks in the Information Systems operations team and escalate them to the IT Operations Manager for appropriate action.
• Perform thorough analysis of all incidents to ensure that underlying trends and root causes are identified, permanently resolved, and documented.
• Participate in the Problem Management process where appropriate (includes both reactive and proactive modes) to ensure that disruption to business systems is minimized.
• Timely resolution of the IT incidents and requests raised by Oxfam International staff escalating and coordinating as necessary to the third line support teams.
• Ensure service delivery performance across all supported services is monitored, reported, and meets defined Service Level Objectives.
• Perform and propose improvements to routine maintenance activities for OIS and Global Shared Services following a weekly rota.
• Implement the agreed IS policies, procedures, and best practices either directly or in collaboration with other OIS teams, Affiliates and external stakeholders.
• Contribute to the development and maintenance of knowledge artefacts throughout the service delivery life cycle including the definition of Standard Operating Procedures.
• Managing the deployment, maintenance, and upgrade, of OIS IT systems, including servers, PCs, operating systems, hardware, software, and peripherals across all OIS offices and personnel.
• Provide Induction and training to users in all services and technology within the team’s remit.
• Offer technical guidance to virtual meetings and, where needed, provide physical support to big conferences.
• Maintain the IT asset register for OIS hardware and ensure disposal is done in compliance with the safe electronic and electrical waste standards.

EXPERIENCE, KNOWLEDGE & COMPETENCIES

Essential

• Significant demonstrable IT experience at an operations role.
• Experience in working in an enterprise IT environment, having performed operational and break/fix activity.
• Proven experience working with and administering Case Management Systems such as ServiceNow.
• Proven experience in supporting end users and key stakeholders remotely.
• Proven experience administering users in Active Directory and Microsoft Office 365 Exchange
• Experience in frontline support for Salesforce
• Ability to coordinate with multiple internal teams and third-party software vendors as needed for resolution of business-impacting problems.
• Display effective coordination skills.
• Strong problem-solving skills