IT Ops Service Support Analyst

Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centered ambitions.

Closing date for applications - 05/04/2024.

We have a fantastic opportunity for an IT Ops Service Support Analyst to join our Retail Support Services (RSS) team in either Hove, Cardiff or London! 

This is the ideal role for someone in service support looking for their next challenge.  

What you’ll be doing 

• Providing expertise, consultancy and resolution for incidents, requests & problems received and working with multiple level three support teams (internal and external), so that they can be resolved to the customer's satisfaction, within the agreed service levels.  
• Proactive incident triage (and reduction of incidents) through problem analysis and identification of incident trends with recommendations to Product Owners for remedial action.  
• Ensuring all support and maintenance provided by 3rd party suppliers, under the individual's control, is delivered within agreed service levels 
• Escalating issues likely to cause an extended service outage, and service levels not being met, according to procedures in place 
• Contributing to effective communication processes appropriate to the audience situation and the desired outcome 
• Monitoring, reporting and broadcasting information relating to service availability, in respect of hardware and software, using appropriate systems as necessary 
• Supporting ad hoc releases
• Contributing to the define, design, build and deliver stages of Continuity tests within sphere of influence, as per the rolling Disaster Recovery schedule 
• Executing the delivery of assigned change initiatives adhering to change control procedures 
• Complying with agreed methodology, standards, policies & procedures to produce a consistent high standard of support documentation, providing feedback and ideas so that performance is continually improved 

What we’re looking for 

• ITIL Service Management (or equivalent) 
• Working in a Service Support Role 
• Awareness of Service Management Principles 
• IT Service Management in an outsourced environment 
• Appreciation of the Retail Investments & Workplace Pensions Industry and the regulatory frameworks 
• Awareness of Agile delivery, Lean methodology and DevOps 
• SQL (basic queries) 
• Datadog  
• AWS (nice to have) 

If this opportunity excites you but you’re not sure you meet all the requirements, or you’d like to know a bit more, please contact James Shields (james.shields@landg.com) 

Legal & General is a leading financial services organisation, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.  

We’re one of the world's largest asset managers, homebuilders, pension providers and insurers. Connecting to form a unique business model which drives value for our customers and society. And enabling our people to create impact through work that is meaningful and valued.  

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.  

We strive to be open, mindful, and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs. It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose. 

If you’re open to find out more, we'd love to hear from you.