APPLICATIONS ANALYST - AZURE CLOUD
KBR
- Moor Row, Cumbria
- Permanent
- Full-time
- Resolving technical issues related to resources, services and configurations within a Microsoft Azure environment.
- Proactively monitoring and managing Microsoft Azure environments to ensure availability, resilience and cost efficiency of operations.
- Engagement with users, third party support providers and other Digital resolver groups to troubleshoot technical issues related to the Microsoft Azure environment software, hardware and configuration components of a computer system.
- The role will also support recording and processing requests for IT/Digital services such as Starters, Leavers and Movers, software installs, hardware requests, access and permissions changes and other items from a Service Catalogue.
- Understanding the cause of Azure issues and faults, identifying, documenting and applying resolutions to return users, applications or the platform to service.
- Communicating and co-coordinating with other Digital resolver groups including Managed Cloud Service providers and third party application vendor support services.
- Proactive monitoring of the
- Recording details of users’ issues and using triage questions and IT support documentation to isolate a problem and identify resolutions.
- Where necessary you will determine if an issue requires escalation to other resolver groups within PPP or SL.
- You will update users with the progress of their request or issue and review the support queues to ensure Service Level targets are achieved.
- Liaise with other Digital team members to schedule appointments with specialists to help users resolve complex issues.
- Use request fulfilment and incident management processes together with Service Now, an IT Service Management system used to record, manage and report on all aspects of IT service delivery.
- Support others within PPP Digital to collate Service Performance metrics and maintain key registers including updates to CMDB and DSL.
- Participate in service improvement by supporting preparation of analysis, reviews and reports.
- Microsoft Certification Azure Administration Associate or similar
- 2 years+ experience of some or all of the following: Windows Server, Windows Client, Active Directory and, or Azure Active Directory Administration, ADFS, SSO configuration, Azure Identity protection, Identity management, O365 identity, Azure MFA, OS Internals concepts, load balancing, geo-redundancy, VPN technologies, Windows System Administration, Certificates, PKI, DNS, Networking, Virtualisation, PowerShell scripting
- Experience of configuration and support for Azure Virtual Desktop, Azure Application Gateway and Windows 10 (11 and Windows 365 beneficial) including networking, TCP/IP, Internet connectivity and user profiles.
- Create and maintain incident management requests to other resolver groups and third party support providers
- Ability to read or listen to users and accurately and succinctly identify the need and record it on the Service Now system.
- Ability to triage issues using pre-prepared scripts or your previous experiences and subsequently implement fixes yourself or escalate to other resolver groups.
- Ability to oversee and manage request and incident queues to ensure Service and Operational Level Agreements (SLA/OLA) are honoured.
- Very good interpersonal skills.
- A strong aptitude for problem-solving and attentiveness to details.
- Ability to work at pace and under pressure to deliver trusted analysis and information.
- Microsoft 365 management and support tools highly beneficial.
- Information Technology Infrastructure Library (ITIL) Foundation qualification.
- Experience of application development and debugging ideally of Infrastructure as Code managed cloud environments (preferred languages: C#, C/++, ARM, BICEP, Java, JavaScript)
- Experience of Microsoft Intune and Azure Portal including user and application administration highly beneficial.
- Experience of Service Now and ITIL practices including maintaining key registers.
- Experience of using collaborative and remote administration software such as Teams and Remote Assist.
- Communication skills – be articulate and engaging. Demonstrate ability to listen and play back issues to get a clear understanding of problems.
- Organised – able to monitor and manage multiple on-going support incidents and services requests.
- Accurate – records and communicates technical information correctly.
- Building Relationships – able to engage with and maintain productive relationships with a wide range of people with differing skills and experience.
- Influencing – establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others.
- Organisational skills – plans well in advance, sets clear objectives, manages time/delegates, reviews progress against plan, ensures sufficient resources, encourages improvements.
- Drive – has the energy, enthusiasm, and a can do, will do approach to deliver the best service possible.
- Flexibility – adaptable in responding to change and uncertainty to deliver and add value.
- Listening and composed
- Detail Oriented
- Organised
- Communicator and Collaborator
- Passion for Success
- Team Player
- Empathetic and Considerate
- People & Skills advocate
- Adaptable to Change
- Resilience