Service Operations Specialist - 4113

Job Description

CLS helps clients navigate the changing FX marketplace – reducing risk and creating efficiencies. Our extensive network and deep market intelligence enable CLS specialists to lead the development of standardized solutions to real market problems. Our innovative, forward-looking products make the trading process faster, easier, safer and more cost-effective – empowering our clients’ success.
Functional title	Service Operations Specialist	Location	Location
Corporate title	Level 3	Report to
Department	Technology – Unix Infrastructure Support	No. of direct reports	NA
Job purpose
Provide 2nd line production operational support for CLS Linux/UNIX application services, many of which are business critical. You will be required to take ownership of problems through to resolution over a wide variety of systems and technologies and provide remote and on-site support as part of the on-call support Rota.
Experience

Essential

• Must have strong system administration experience of Linux Red Hat Server in a Production enterprise environment.
• Experience of automation using Configuration Management tools like Ansible, Chef, Puppet, Salt Stack.
• Experience of supporting production VMware environments.
• Experience of Symantec Veritas Clustering Production Support.
• Experience to performing diagnostic and troubleshooting of the AWS Product set such as EC2, Lambda, EKS, ECR, WorkSpaces, EBS, EFS, S3, RDS MSSQL, Route 53, VPC, CloudFormation, AWS Connect Direct.
• Ability to collaborate highly effectively with Engineering and other operational support teams to support the end to end service.
• Knowledge of ITIL framework (understanding of Incident, Problem, Change)

Desired

• Strong documentation and technical writing skills.
• Experience of enterprise monitoring systems
• Strong experience in working with ticket systems such as Service Now and an understanding of priorities and SLA’s.

Operational

• Provide project support for the Production Linux environments with Symantec Clustering Technology. Responsibilities include Linux backup/restores, daily checks, maintenance tasks and building new systems and applying service packs. Manage and escalate problems as appropriate.
• Ensure that the BAU service is prioritised and all incidents, problems and service requests are responded to in an efficient manner without negatively impacting SLA’s and reporting metrics in place.
• Investigate defects or problems; work with internal CLS teams and external vendors to Identify solutions and support any fixes that are required as part of service improvement.
• Follow the CLS Change Management procedure and other standard practices in installing, configuring and supporting Linux Cluster and Linux Infrastructure and relates items in Test and Production environments.
• Upgrade or maintain software at a time when the impact to the business is minimised. Execute the failover for the Linux and application services as required.
• Create, maintain and review operational process and support documentation.
• Perform daily/weekly/quarterly system checks. Ensure any issues identified are tracked and addressed.
• Participate in planned weekend work as required.
• Perform monthly operating system security patching.
• Input into the Linux infrastructure changes at the weekly/daily CAB. Ensure other team’s changes do not have an impact on the delivery of the Linux services. Review and approve changes for the Linux team as required.
• Maintain and troubleshoot backup systems.
• Maintain and support the enterprise Production Linux server domain, VMware Virtual Infrastructure environment, datacentre server hardware infrastructure

Strategic

• Ensure CLS internal systems are managed to the highest standard by following industry best practice.
• Where appropriate, contribute to the development of existing and new IT process and procedures to enhance service transitioning and the service lifecycle.
• Demonstrate good problem management ownership and prevention of SLA breaches under Incident/Problem Management processes.

Leadership

• Through example and behaviour, strive to provide peer leadership to other team members ensuring a level of excellence is achieved in delivering the service.
• For any Projects you are working on, be accountable for the successful transition of new IT services into support, meeting the team’s service acceptance criteria.

Success Factors

• Possess a strong service-oriented mind set who can consistently deliver a high level of service to the business.

• Be able to manage their time effectively and prioritise their own workload in order to meet changing demands from the business.

• Self-motivated to exceed management expectations and objectives.
• Demonstrate good technical, analytical and problem-solving skills.
• A high level of presentation and communications skills with the ability to communicate confidently with both business and technical staff at all levels.
• Ability to engage with the business to effectively support the environment with some oversight.

Qualifications / certifications

Essential § Bachelor’s degree or equivalent § Prior IT operational support experience across business-critical Production infrastructure support, applications and database services. Desired § Industry standard IT certification – AWS / Linux (Redhat)/ VMware/ Symantec VCS § ITIL certification