Technical Analyst - - Anz Banking Group
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To provide world class technical incident management, at L2.
Improve mean time for incident resolution for customer based incidents & Requests.
Resolution of incidents relating to Windows Platform and supporting Platforms (such as VMware)
Resolution of work requests relating to Windows Platform and supporting Platforms
Supporting Infrastructure build activities (Host platform, Virtual machines, Windows, SCCM)
Virtual Machine Management, including server and desktop, including Work Requests for machine configuration change.
Identify opportunities for process improvement such as automation of tasks or ‘shift left’
Identify opportunities for incident reduction either through optimisation or addressing root cause to resolve.
Identify opportunities for learning and personal development to help address all activities above.
Involvement in regular change activities such as patching.
Involvement in MyWeekend rostered activities
L2 level support of all Windows issues including desktop related problems.
To operate and manage the end-to-end desktop and server environment for ANZ to agreed service levels.
To adhere to the service management processes that support the desktop and server environments
First escalation point for all desktop and server related operational matters globally across ANZ
Day-to-day duties will expose the following key ITIL areas;
Incident Management (diagnosis, service restoration, internal escalation, major incident management, stakeholder management, vendor escalation)
Problem Management (root cause identification and remediation)
Change Management (detailed planning, testing and execution of changes)
Request Management (planning and implementing requests using change management where needed).
Commitment to Agreed Service Levels
Commitment towards reaching 80% incident SLA individually and as a team.
Planning and execution of well-managed platform maintenance (remediation, security fixes and platform upgrades)
On-call responsibilities where required.
Willing team member, participating in team events and collaboration
Desktop and Server Management
Maintain all documentation, technical knowledge bases and relevant CMDB’s information to ensure consistency of data and accuracy. Ensure all knowledge documentation is shared intra and inter team.
Create new documentation within knowledge bases to ensure that new technologies, systems and processes are well understood and information is shared.
Establish and adopt standards and work practices which deliver consistent, reliable, dependable secure and cost effective automation.
Manage the deployment of security and system updates and software within ANZ. (Patching)
Ensure compliance with ANZ Banking Group’s policies and standards including but not limited to:
Responsible User Access Management
Segregation of Duties
Ensure Edge adherence for all courses ensuring all compulsory courses are completed prior to their expiry date.
Skills, knowledge & experience:
Mandatory Required Skills/Attributes
Actively manage and identify personal development needs in line with ANZ’s support demand.
Working towards MCSE Windows 2012 with commitment to professional certification.
Broad technical experience in the following technologies;
Microsoft System Center Configuration Manager (SCCM)
Microsoft Center Operations Manager (SCOM)
Windows Server 2003 / Windows 2000 Server
Microsoft Active Directory 2008
Windows Server 2008
Windows 7/Windows XP
Developing Strong communication skills (verbal & written)
Able to manage priorities and conflicting issues in a professional manner, using Senior team members where possible to provide direction and assistance.
Able to use initiative. Be proactive by taking action and being persistent in addressing issues.
Able to build strong, open and collaborative working relationships
“Live the Values”
Highly Desirable Skills/Attributes
Subject matter expertise in the following technologies
HP ProLiant Server Hardware
DELL Server Hardware
Exchange and other messaging technologies
Contribute to continuous-improvement cycle for all operational matters relating to the Windows enterprise service, including;
Process improvement and automation
ITIL disciplines focussed on a shared computing model
Technical & process solutions for complex operational scenarios
Working closely with partner technology teams (Virtualisation, Storage, Network and Security) to deliver best-of-breed customer service outcomes