IT Operations Analyst

 IT Operations Analyst - Kilkenny (12-Month Initial Contract)

An exciting opportunity has arisen for an experienced IT Operations Analyst to join an international agri-business. This is a contract role with the potential to transition into a permanent position. The successful candidate will report to the IT Operations Team Lead for EMEA.

Location: This is a fully onsite role based in Co. Kilkenny, Ireland.

Key Responsibilities

Technical Leadership in IT Service Management:

• Lead the hardware build of servers, desktops, and laptops, ensuring adherence to company standard builds, and collaborate with the Infrastructure team to install required applications.
• Manage software deployment of company-standard builds across client devices.
• Participate in the build and installation of technology infrastructure in the manufacturing environment.
• Implement disaster recovery solutions and conduct testing of DR procedures.
• Oversee the implementation of security patching across the IT estate.
• Conduct security compliance reporting.
• Support both Applications and PMO teams via the service catalogue.
• Manage physical infrastructure to ensure secure and compliant services.
• Regularly review the IT Service Continuity Management (ITSCM) risk log.
• Ensure operational backups for critical services and data.
• Report on support performance in alignment with IT Service Level Agreements.
• Perform and document system health checks.
• Maintain and update system architecture documentation and asset inventories.
• Adhere to site operational procedures.
• Assist with Active Directory administration and group policy management within Process Domains, including integration with OT applications.
• Diagnose and resolve technical issues by referencing manuals, engaging with users, and conducting system diagnostics.

Incident, Change & Release Management:

• Register and track all user support calls through the Call Management System.
• Provide 1st, 2nd, and 3rd line support for the OT/Infrastructure environment as needed.
• Process Incidents and Service Requests in a timely manner.
• Manage Change Requests across all OT/Infrastructure services, following the five phases of change management.
• Collaborate with key stakeholders to ensure seamless service delivery.
• Support the team in handling major incidents when required.
• Execute release requests in accordance with the agreed release process.
• Assist with release go-live activities as necessary.
• Support changes and physical troubleshooting of manufacturing LANs, including specifying network switch and firewall changes, submitting change requests, patching, and documenting structured cabling.
• Liaise with third-party service providers for incident, change, and release management support.
• Ensure all Service Desk tickets are up-to-date and contain accurate information, including relevant notes and details of actions taken.

Project Management:

• Provide OT/Infrastructure support for business projects as required.
• Understand business objectives and requirements for relevant projects.
• Define project scope, timelines, and deliverables to ensure alignment with business goals.
• Ensure proposed designs are fit for purpose and future-proofed.
• Coordinate IT teams and vendors to successfully execute deliverables.
• Carry out complex technical tasks when necessary.
• Ensure documentation is kept up to date and centrally stored.
• Secure approvals from GBS for proposed solutions in line with the Group OT/Infrastructure strategy.
• Obtain approval from the Architecture Review Board (ARB) for all OT/Infrastructure solutions.
• Participate in the build and installation of manufacturing technology infrastructure.

Knowledge Management, Problem Management, Capacity & Availability:

• Drive continuous improvement and encourage innovation within the team.
• Facilitate the transition of new OT/Infrastructure services to the Infrastructure Support Team through knowledge-sharing processes.
• Identify and resolve recurring incidents proactively.
• Contribute to capacity and availability management efforts within OT/Infrastructure.
• Maintain alignment between OT/Infrastructure and Applications teams.

Vendor & Purchasing Management:

• Manage IT OT/Infrastructure spending, including invoice processing and goods received notes (GRN).
• Create OT/Infrastructure e-capex requests as needed.
• Develop and maintain a supplier contract database for IT services.
• Maintain an OT/Infrastructure vendor management website to track issues and leverage data for vendor review meetings.
• Build and sustain relationships with OT/Infrastructure vendors and service providers.
• Provide input for annual negotiations on IT service contracts, leveraging Group Purchasing when applicable.
• Liaise with head office to align central IT solutions with OT/Infrastructure needs.
• Maximise operational service levels through vendor partnerships, ensuring quality service delivery and seeking cost optimisation opportunities in line with targets.

Additional Responsibilities:

• Flexibility in working hours to meet business needs.
• Participation in out-of-hours (OOH) support rosters.
• Availability for out-of-hours work as required to complete tasks.
• Adherence to corporate standards, including financial procedures, project management methodologies, quality assurance, health and safety regulations, and IT service delivery practices.
• Assist the Infrastructure Manager with the delivery of duties.
• Maintain an awareness of the corporate strategy and ensure projects and initiatives align accordingly.
• Provide support to end users and team members to uphold the highest level of service.
• Contribute to the implementation and maintenance of industry-standard IT development and service delivery methodologies across the Infrastructure estate.