Twinings
UK&I IM Infrastructure Analyst
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Application Deadline: 22 March 2023
Department: BizTX
Location: Andover
Description
As a BizTech team we are passionate about our Twinings and Ovaltine brands and we strive to WOW our customers, consumers, suppliers, and colleagues.
We are proud to be leaders in technology who partner and drive change across our business. This change does not happen in a vacuum, and we support our aspiration with behaviors that embody the ways of working by being curious to grow ourselves and look to continuously improve coupled with a build trust mindset. We are excited about the journey ahead and would love you to be part of creating a digital future for Twining Ovo.
The role provides I.T. Operational support to our UK and IM business and supporting the BizTech teams on the ground to ensure day to day running of systems and infrastructure. Managing escalations and ensuring the relevant technical and operational resource is aligned where required.
Key Responsibilities
- Primary point of contact for all TwO Biztech teams for UK&I, IM escalations and issues that cannot be resolved locally or are critical Priority 1 tickets.
- Liaise with SSC, other 3rd party’s and key stakeholders as needed when managing escalations and issues as required.
- Support & Manage all UK&I, IM Vendors as required for infrastructure services such as domain management and telephony providers.
- Work collaboratively with other the business and BizTech to provide excellent customer response to escalated incidents, problems, and requests.
- Provide technical capability to own and resolve incidents in collaboration with application owners, users and third parties and the SSC.
- Provide technical knowledge and participate in the Problem Management process.
- Provide infrastructure/technical skills to support and implement projects and change from planning through to completion/handover.
- Build strong relationships with Supply Centre Leaders to deliver a project execution roadmap and ensure each project is understood, prioritised, and implemented as required.
- Deliver projects with UK&I, IM as it relates to Infrastructure needs.
- Work with third parties and the SSC to deliver improvements to existing solutions and services.
- Represent UK&I, IM within the wider international infrastructure team and lead relevant initiatives as required.
- Co-ordinate the testing/invocation of disaster recovery.
- Ensure that all working practices comply with Health and Safety legislation.
- Any other duties relating to the remit of a role of this standing as required by the needs of the business.
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Skills, Knowledge and Expertise
- Demonstrable ability to be able to flex communication style comfortably and consistently to stakeholder needs at all levels and disciplines.
- Experience of working with teams in a multiple location and remotely.
- Team-player.
- Builds trusted and consistent relationships with peers and third parties.
- Experience of working in an IT operations environment.
- Awareness of ITIL (3 and 4) processes, their value and how they might be implemented.
- Self-managed and motivated, able to prioritise when ownership or further escalation is appropriate.
- Experience of working in a fast-paced matrix organisation, comfortable with change and ambiguity.
- Strong customer focus, regularly communicates, seeks to make robust relationships, and can be relied upon to resolve – completer/finisher.
- Good verbal and written communication.
- Demonstrable growth mindset, with a thirst for knowledge, questions, seeks to understand and continue to learn. Excited by and keeps up to date with latest Technology developments. Proactively looking outside and proposes ideas.
- Awareness of Cyber security and information security principles and the importance of data/evidence collection as part of incident management.
- Experience working in an Infrastructure & application support role.
- Knowledge of networking – Lan, Wan, Wi-Fi, TCPIP etc.
- Change and Project management knowledge and experience.
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Benefits
- Yearly bonus based on personal contribution and financial performance.
- Flexible working options.
- 25 days holiday plus 8 bank holidays and the option to buy and sell holidays.
- Onsite Gym and Wellbeing Centre.
- Perkbox – employee discount scheme with discounts online, in high street stores, cinema, holidays, restaurants and many more.
- Pension scheme with your contributions matched for up to 10% of your salary.
- Cycle to work scheme.
- SimplyHealth Cash plan.
- Onsite Staff shop and online staff discounts.
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