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Job #: R-00078904
Location: Coventry, POST-WML
Category: Customer Support
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance Required: Other Clearance

Description

Job Description:

Working within the multi-disciplinary IDENT1 UK team you will be immersed in the Home Office Biometrics (HOB) programme currently undergoing transformation of the UK’s biometrics platform to cloud. On behalf of our central government customer you will have direct impact on the current and future iterations of one of our most important pieces of critical national infrastructure.

TechOps Analysts are expected to support and maintain the IDENT1 system and any of its sub-systems within, housed at both primary and secondary sites and comprising of physical or virtual hardware either on-premises or eventually provisioned as cloud services, software, network services and data storage. 

As well as being technically proficient TechOps Analysts also require excellent team motivational and customer relation skills, being prepared to take the lead on projects, show task ownership and be willing to provide a full “end to end” service for fault resolution. Analysts will manage set-up, configuration and fault finding of key infrastructure ensuring that systems are working efficiently and to the correct specification.

The service is a 24/7 operation and although this role operates in core hours individuals will on occasion need to be flexible in working patterns to support out of hours work.

On-call support (with additional payment) is shared on a rotational basis between the TechOps team and will be a mandatory part of this role, once adequate training has been provided.

GENERAL RESPONSIBILITIES:
Support and maintain the IDENT1 system and any of its sub-systems. 

System Issues (ITIL Incident, Problem & Change management)

Review of incidents
•    Investigate and resolve escalated incidents and service requests within allocated SLA target time
•    Perform trend analysis of incidents for escalation into Problem Management
•    Prioritise with guidance from line Manager

Analysis and resolution of issues
•    Reproduction of problems on Test Beds
•    Provide workarounds for the Service Desk (SD) and Technical Operations (TechOps)
•    Open problems/defects defining issues where software/hardware changes are required
•    Involvement in Continuous Service Improvement (CSI) process

Escalation to US Operations Maintenance as needed
•    Including sufficient details of issue and examples

System Monitoring
•    Monitoring of the system using E-Health, Oracle Enterprise Manager, Custom monitoring scripts
•    Ad-hoc system monitoring
•    Recommend and help develop new monitoring capabilities through CSI process

Support sub systems
•    Live Scan
•    Biometric Search Gateway (BSG)
•    Custody Interface (NSPIS)

Support OS
•    Linux (SuSE)
•    UNIX (SUN Solaris)
•    Windows

Support Integrated COTS Software
•    Oracle/Postgres/SQL 
•    Oracle Discoverer
•    Veritas
•    Identitiy Manager (IDM)
•    LDAP/Kerboros
•    Active Directory
•    NetBackup
•    LANdesk/Remedy
•    Virtualisation (VMware)
•    AWS Cloud

Procedures & Documentation

System Tasks
•    Housekeeping, routine maintenance and system cleanup
•    Data Integrity
•    Performance monitoring of systems
•    Disaster Recovery
•    Machine Builds
-    Central/Bureau Workstations
-    Central/Bureau Server

Software Releases & Operational System changes
•    Evaluating impact to operations
-    Procedures
-    Training required
•    Develop preparation plans and schedule
•    Provide training to Ops Teams
•    Participate in testing
•    Support rollout and deployment

REPORTING TO:

Technical Operations  Lead


PERSON SPECIFICATION:

Essential Skills:

•    Familiarity with Technical Operations
•    Technical expertise in at least one Integrated COTS Software product (see above)

Ability to write scripts
•    C Shell
•    Bourne Shell
•    Perl

Troubleshooting and analytical problem solving skills
1.    Technical skills
•    Proven ability to solve system faults/problems.
•    Ability to take problems from a customer level to a defect level (root cause).
•    Have a good understanding of the hardware used on the programme and the ability to troubleshoot issues for
•    Sun Solaris
•    SuSE Linux
•    Windows 

2.    To maintain and improve the IDENT1 system including:
•    To assist in solving existing software / implementation problems.
•   To create new software and hardware tools.
•   To actively search out errors or faults before they impact operations.
•   To maintain and improve system procedures and documentation
•    To maintain and improve the implementation of the COTS products
•    Install  / assist with installation of software.
•    Implement new technology within the project.

3.    Soft Skills
•    Ability to present technical solutions to technical and non-technical staff
•    Able to work with other Senior Engineering staff.
•    Take on new projects with enthusiasm and imagination.
•    Willingness to volunteer or chip in when the going gets tough.

4.    Administrative skills
•    Conversant with ITIL, SLA’s and using LANdesk tool accurately.
•    Able to raise problems/defects/changes.
•    Update and write procedures where appropriate.
•    Professional and reliable communication both within and outside team.

Pay Range:

Pay Range £39,000.00 - £49,700.00 - £60,300.00

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