Service Ops Analyst

The Service Operations Analyst is responsible for all service operations relating to KCS's Cloud Services (daily checks, incident resolution, attending to customer queries, monitoring, tape changes where applicable), ensuring that they continue to offer the best value and service levels to KCS clients. Also responsible for the daily operation and second tier support for Cloud services, focusing on maximum uptime for service and prompt escalation to the Infrastructure Technical Support team, when needed. In collaboration with other members of the Cloud Operations team, ensure that all data centre facilities, environments and infrastructure is operational and monitored at all times and within defined parameters. To deliver a best in class hosted service, be responsible for daily operational task completion within defined timescales, and assist Customers - both associates from within the Kerridge Commercial Systems group of companies and the end users of products, in accordance with SLAs that are in place.,

• Be responsible for completing scheduled daily tasks, and performing basic system administration tasks for Customers of the department.
• Be responsible for monitoring the operational call stack on Cherwell to investigate and solve issues raised by Customers and alerts generated by monitoring systems, which are in place.
• Liaise with Customers when required, keeping them informed about progress on calls being attended to.
• Identify weaknesses/inefficiencies in process/procedures across all levels of the Cloud Services model, and put forward suggestions for improvement (and automation where possible) to facilitate continuous service improvement within the wider team.
• Partner with other team members on Infrastructure projects and assist with physical equipment installation and removal, if required.
• Be responsible for the installation and support of on-premise servers if / when applicable.
• Generate and log change requests for Customers when required to do so and ensure that relevant documentation is stored in the correct central repositories, to maintain accuracy of information.
• Deliver a responsive 24/7 on-call function by participating in the out of hours shift schedule, if required to do so.
• Be accountable for ensuring all operational audit processes and logs are completed correctly and that both physical and logical access restrictions are in place and maintained.
• Compile any monthly reports for major customers, if contracted to do so., The Health and Safety at Work Act 1974 puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work.
Employees also have a duty to take reasonable care for their own health and safety and of others who could be affected by their actions. Understanding the safety policies and co-operating with the arrangements that are in place is therefore an essential part of your employment. To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes.


• Have a sound understanding of modern IT equipment, including PCs, Networks, Routers, Switches, Storage Area Networks, VPNs and the like; be IT literate and have basic Microsoft Windows knowledge.
• Have the ability to work through basic problems logically, suggest solutions and be able to recognise when problems or situations need to be escalated.
• Have the ability to work as part of a team, but also be able to work alone when necessary
• Have a basic understanding of data centre facilities and core infrastructure.
• Have the ability to understand why excellent customer service, time keeping, and flexibility, matters.
• Possess good written and verbal communication skills, have attention to detail, and sound time management skills
  
  "At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."
Kerridge Commercial Systems (KCS) is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single- or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouses., Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively.