Operations Centre Analyst Havant/Hampshire Fixed Term Contract 6 months Great rate (inside IR35) Lockheed Martin UK is a leading prime contractor and systems integrator responsible for a wide portfolio of high technology programmes, complex integration, training, and through-life support, spanning the defence and civil sectors. We are a leading provider of systems engineering, software development and complex programme management for global security, cyber, civil, and commercial markets. What does the role entail? We are seeking an Operations Centre Analyst to join our Service Management team based on-site at Havant. In this pivotal role, you will be responsible for monitoring and maintaining the performance of critical computer systems and networks, ensuring smooth operations and quick resolution of any issues that arise. If you're passionate about IT systems, problem-solving, and delivering excellent service, we would love to hear from you Key Responsibilities Collaborating closely with team members to carry out all day to day activities. Ensure that incidents and problems are identified, triaged, and responded to efficiently and within require timescales. Ensuring that calls are correctly prioritised and categorised. Ensuring that the Service Desk management tool is updated at each stage of the lifecycle of an incident. Proactively monitoring our extensive estate of servers, using event management systems and other tools, to identify incidents and take appropriate action to maintain and control the resolution of these incidents within in a timely manner. Liaising with specialist support teams. Following process and work instructions to resolve incidents, problems and events. Provide updates and reports on active incidents, problems and events. Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service Produce management reports from ITSM data Performing or arranging software rebuilds following system failure. Supporting the deployment of software configurations. Support of a 24/7 shift pattern when required, including accurate time keeping and required to support shift cover. Where required support the Senior Operations Engineer with Ad-hoc activities including: Ensuring day-to-day processes are adhered to. Deputising for the Senior Operations Engineer as and when required Ensuring all Incidents and Service Requests are accurately identified, categorised, prioritised and managed Reviewing calls for quality to ensure the level of service delivered is of a consistently high quality Providing technical guidance to colleagues Engage in "shift left" activities with technical teams to allow more incidents to be resolved at first point of contact cutting down disruption to users and enhancing customer satisfaction Identifying continual service improvement opportunities The working hours of this role are 7am-3pm Monday- Friday with a requirement to join the shift rota for ad-hoc periods when required. Skills needed: Experience working on a Service Desk, in a high availability environment and/or ability to demonstrate previous experience of delivering customer facing support in other industries. Able to demonstrate an ability to meet challenges head on and adapt. Experience of writing and implementing policies and procedures. Relevant ITIL qualifications Ability to identify and progress improvement opportunities. Excellent analytical skills Ability to learn new bespoke systems and applications not worked with in previous roles. Experience of ISO 20000, 27001, 9001 assessment processes Experience with any of the following technologies is preferred (however training is provided where required) Service Management toolsets (ServiceNow/Hornbill/Remedy) Tivoli Integrated Portal/BigFix/SolarWinds/Zabbix A knowledge of Unix, Linux, command line environments, Windows OS, Active Directory And understanding of Networking, firewalls, network monitoring tools. Qualifications and Experience : High School diploma, or equivalent experience/combined education, with additional specialized technical training equivalent to a technical Associate degree and/or demonstrated ability to perform assigned technical/para-engineering tasks and 1 Year of experience. Equal Opportunity Statement Lockheed Martin is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. Diversity and inclusion are fundamental to our culture and reflect our values of doing what's right, respecting others and performing with excellence. By engaging with all our employees' diverse talents and experiences every day, we can innovate different and better, creating cutting edge solutions and unparalleled customer value. We know that diversity of thought leads to better solutions for our customers. Our top priority is finding the best candidate for the job and if you are interested in the position, we’d love to hear how you might contribute to our mission and our team and would encourage you to apply, even if you don’t believe you meet every one of the criteria set out in our job advert. In addition, we are committed to inclusion of all individuals and will make reasonable adjustments to our applications process. If you require assistance or adjustments to participate in the job application or interview process, please contact recruitment.lmukglobal.lmco.com or call 023 92 458 000.