12 Month Fixed Term ContractCanada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.
Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.
Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.
Job Purpose - To maintain and improve the systems infrastructure to ensure all users experience minimum disruption to the online day whilst delivering continuous system improvements.
- To provide excellent customer service in relation to 2nd line support to all CLI staff in line with the agreed IS Managers service level agreements.
- Ensure that the high-quality standards of analysis/Customer Service and solution implementation are maintained, identifying training requirements where necessary.
Key Accountabilities - Perform 2nd line incident management on supported products and services.
- Provide 1st line support cover for the Helpdesk as and when required.
- Using combination of technical knowledge, analysis and skills with reference to procedures and guides, perform classification, initial support, investigation, diagnosis, resolution and recovery of incidents.
- Complete 75% First time resolution on Incidents and SR's.
- Assign incidents to appropriate 2nd & 3rd line teams.
- Perform incident queue management procedures.
- Adhere to Quality Program guidelines during incident lifecycle.
- Collect trending information in support of Problem Management Process and provide to the Infrastructure Manager IoM.
- SAR Co-ordinator and I.S Security Admin for IoM systems.
- Raise tickets through Service Now were appropriate.
- Effectively manage your own workload and engagement to progress and deliver against Request for Service and Incident Objectives to agreed SLA's.
- Effectively engage with the Incident Management Process, resolving 1st & 2nd line support issues.
- As detailed in the daily check lists, perform all required daily, weekly, monthly checks and raise incidents, or notifications to appropriate support teams
- Provide Out of Hours support and be part of the on-call rota throughout the year.
- Ensure any modifications to production environments are logged through change management.
- Must be very much a team player & also able to work on their own.
- Ensure procedural documentation is kept up to date or created where necessary.
- Participate in the annual Disaster Recovery test.
- Seek support from Senior technical team members to ensure any critical system changes are thoroughly checked before implementation.
- Seek support from Senior technical team members to ensure your technical development, ensuring that you gain the knowledge and skills of existing & new systems.
Audit Requirements - Contribute to the completion of the Daily, Weekly, Monthly Quarterly and yearly audit requirements.
- Produce and keep all audit related reports up to date.
- Manage and update audit reporting software. Ordering of new licenses
- Complete any required departmental checks on banking systems.
- To aid in ETS Infrastructure Audit requirements throughout the year to ensure audits are successful or where gaps are identified they are closed out in agreed timescales.
Incident / Problem Management Process Owner - Chair monthly Incident / Problem Management meetings with I.S Managers
- Identify trends in underlying incidents
- Creation and assignment of problem tickets
- Monitoring of open incidents and cycle times
Technology Integration - Participate in IS projects both internal and group wide where applicable following Company standard project methodology.
Administration - Adherence to all I.S processes & procedures.
- To participate in the continuous improvement programme by identifying areas where improvements can be achieved and recommending required actions.
Desired Knowledge / Experience / SkillsThe successful candidate will have relevant IT qualifications & a minimum of 2 years' experience working with all aspects of an IT environment including, but not limited to.
- Microsoft Products - O365
- Active Directory, Group Policy, DNS & DHCP
- Windows Server - various versions
- Windows 10/11
- Linux/Unix
- IBM iSeries/AS400 (not essential but would be an advantage)
- ESX/VMware
- SAN Storage
- VDI
- SQL
- Replication & Backup solutions
- Good understanding of Cisco Network Infrastructure
- LAN/WAN technologies
- Printing
Benefits of working at Canada Life We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that's regularly reviewed. As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance. We have a fantastic number of other benefits and support services as well as regular personal and professional development.
How we work at Canada Life Our culture is unique and incredibly important to us. We care about doing the right thing for our people, customers and community and helping others to build better futures. Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others. Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward.
We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That's why we offer a range of training, flexible working and opportunities to grow and develop.
Diversity and inclusion Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us. We are proud of the progress we're making in DEI, and we continue for it to be a significant focus.
"At Canada Life we believe in the power of great people from different backgrounds, experiences and perspectives coming together to build better futures. Emerging talent is crucial to our growth and creating an environment that continues to inspire us all." Nick Harding, Chief People Officer, Canada Life UK
We appreciate that everyone has different work and life responsibilities. We're happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for you.
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