Service Operations Specialist - 4113 in London

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.

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 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).

• 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 related 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 processes 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 mindset 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.

• Industry standard IT certification – AWS / Linux (Redhat)/ VMware/ Symantec VCS.
• ITIL certification.