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Davies North AmericaDA

Technical Operations Analyst - 4 months contract with possibility of extension

Davies Group is a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses to manage risk, operate core business processes, transform and grow.

Davies North America

Employee count: 5000+

Canada only
Our Story
Imagine being part of a team that’s not just shaping the future but actively driving it. At Davies North America, we’re at the forefront of innovation and excellence, blending cutting-edge technology with top-tier professional services. As a vital part of the global Davies Group, we help businesses navigate risk, optimize operations, and spearhead transformation in the insurance and regulated sectors.

Key Responsibilities

As a Technical Operations Analyst, this role is crucial in ensuring the smooth operation and reliability of IT services and infrastructure. Your responsibilities bridge both proactive measures to prevent service disruptions and providing the required technical support and expertise to the Service Operations Team to aid ticket and problem resolution.
The Technical Operations team adopt an automation-first, problem management-focused mindset for ticket management and resolution, focussing on addressing the root cause of issues not just the symptoms, to prevent repeat occurrences. This role is essential in providing technical resolutions to tackle underlying issues.
In this role, you'll actively contribute to the culture of continual improvement, consistently seeking opportunities to enhance tech, processes and procedures for overall efficiency and effectiveness.
  • Use monitoring tools to continuously manage the health of the IT services and infrastructure, identifying potential issues before service disruption occurs.
  • Perform capacity management by analysing trends to help forecast future needs.
  • Plan and carry out approved changes, with CAB approval when required, ensuring implementation is completed with no unplanned service disruption.
  • Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution.
  • Reduce repeat IT issues by driving the resolution of problems rather than addressing individual issues
  • Produce and review Knowledgebase articles to ensure that common issues/requests can be resolved by multiple colleagues with consideration to whether resolution can be achieved by Service Operations Analysts or potentially the end user/customer themselves.
  • Provide technical expertise and fault diagnostic skills for a range of key technologies to lead incident resolution activities, including Major Incidents, where required
  • Work with other Technical Operations Analysts to supplement knowledge when resolving complex incidents along with seeking advice and guidance from Senior Technical Leads or members of other IT teams when required.

Skills, Knowledge & Expertise

  • Experience working in a large-scale Enterprise environment to support the operation of highly available and secure IT services to highly regulated industries
  • Experience working in an Enterprise environment following ITIL processes managed through ITSM tooling such as ServiceNow.
  • Proven experience and understanding of some or all of the following technologies across IT Infrastructure and end user computing:
    • Windows Server Operating Systems from 2012 onwards
    • Windows desktop Operating Systems from Windows 10 onwards
    • Microsoft Active Directory and EntraID for both user/group management and Group Policy configuration
    • Email technologies including Microsoft Exchange and M365 along with additional security tooling such as Mimecast of Microsoft Purview
    • Virtualisation platforms both on-prem and cloud – primarily VMWare (on-prem) and Azure (cloud)
    • Patching and configuration management tools/MDM - ideally Microsoft SCCM and IntuneServer hardware management – ideally HPE and/or Cisco UCS
    • Enterprise storage management (SAN/NAS)
    • Wired and Wireless networking infrastructure – ideally Cisco including Meraki
    • Network security technologies – firewalls, loadbalancers, web filtering, VPN
  • Ability to perform standard tasks across a broad range of systems, working from documented procedures to ensure cross-cover for the range of technologies
  • Ability to diagnose common issues across applications deployed on Windows servers (firewall issues, services failing to start etc.).
  • Proven understanding of networking concepts including switching, routing, DNS, DHCP, VLANs, VPN.
  • Proven ability to use monitoring tools, such as SolarWinds, extracting logs and metrics for analysis of incidents along with proactively identifying and avoiding future risks to service
  • Experience of scripting tools, ideally PowerShell, for efficient management of systems and automation of common tasks
  • Experience running standard backup and restore tasks with Enterprise backup systems such as Veeam and Commvault is essential whilst ability to manage and maintain the underlying backup platform is desirable
  • Understanding of SQL database servers is desirable

About the job

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Posted on

Job type

Full Time

Experience level

Entry-level

Location requirements

Hiring timezones

Canada +/- 0 hours

About Davies North America

Learn more about Davies North America and their company culture.

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What began as a modest, mid-market loss adjusting and claims third-party administrator in the UK with around 250 employees and approximately £30 million in annual revenue in 2013, has undergone a remarkable transformation. Davies Group, under the leadership of Group CEO Dan Saulter since July of that year, embarked on a journey of significant growth and diversification. Initially focused on serving clients within the United Kingdom, the company has expanded its horizons dramatically over the past decade. This expansion wasn't just geographical; it also encompassed a significant broadening of its service offerings and a deep investment in technology and innovation.

Today, Davies Group stands as a prominent specialist professional services and technology firm. It partners with leading insurance, highly regulated, and global businesses, helping them manage risk, operate core business processes, and achieve transformation and growth. The company's evolution has been marked by strategic acquisitions and a relentless focus on enhancing its capabilities. This includes substantial investment in research and development, artificial intelligence, platform integration, and underlying business systems. The commitment to its people has also been a cornerstone of its journey, with significant emphasis on colleague development. As a result, Davies Group now boasts a global team of over 8,500 professionals operating across more than 20 countries, including major operational hubs in the UK and the US. The firm serves a diverse client base of over 1,700 organizations spanning insurance, financial services, the public sector, and other highly regulated industries, offering a comprehensive suite of solutions that cover the entire risk and insurance value chain.

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Davies North America

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Davies North America hiring Technical Operations Analyst - 4 months contract with possibility of extension • Remote (Work from Home) | Himalayas