IT Operations Engineer - 9 month FTC

As an Operations Engineer for the Marketing & Practice Groups IT team, you will have a high level of experience in engineering and support in a Service and Operational environment and a deep understanding of the relevant fields of expertise.

The IT function is a key part of our business services and operates across International with key hubs in Leeds, Warsaw and Australia (Melbourne, Brisbane and Perth).

Engineers will provide 3rd line support across the Marketing, Legal Specific & Business Support application portfolio, working with the Core Operations delivering Services for every aspect of Customer's software implementation, transformation or upgrade project, as well as in operations.

Through Ownership and Resolution of Incidents and Problems, routine maintenance and administration and continuous improvement and quality management across the application Landscape. Interfacing with Core IT Operations and 3rd Party Support Partners and Vendors.,

• Take ownership of incidents, problems and other requests for support and determine the appropriate action to take including monitoring of incidents, and changes. Working with ServiceNow ticketing system on incident, change and problem tickets


• Assist with cross skill of multiple technologies to other team colleagues and colleagues in other regions


• Progress requests for support and ensuring all stakeholders are kept informed


• Liaising with systems development staff and software suppliers on the development of system enhancements to overcome known problems


• Administer and/or monitor applications across cloud, azure and on premise


• Ensuring all tasks and procedures are carried out effectively and efficiently to agreed levels of service or specific requirements of Service or Operational level agreements


• Documenting all work using required standards, methods, and tools, including prototyping tools where appropriate


• Developing plans for installation and commissioning of hardware and software as appropriate and following the prescribed specifications


• Problem solving & analysis - The ability to take information provided and use it to analyse and resolve to a reported problem


• Working across key business functions and interfacing with Tech Leads to formulate requirements and acceptance criteria for Service improvement and small change activity - from planning through to implementation


• Ability to work independently and without supervision or as part of a team in all activities relating to assigned tasks or support needs of Applications Operations


• Continual Improvement - Driving continued increased success; sharing lessons & contributing to team overall maturity, We recognise that people have responsibilities and interests outside of their career and that as a business, we all benefit from working flexibly. That's why we are open to discussing with candidates the different ways in which we are able to support requests for agile working arrangements.
  
  The ideal candidate will be able to demonstrate excellent communications skills, both oral and written as well as having a thorough knowledge of the business and the technical aspects of the area being supported and the hardware and software environment in which it runs. Able to deal with difficult and sometimes complex problems.

Experience of Information systems concepts and practice as well as working in a fast paced, complex global environment with multiple regulatory requirements is a distinct advantage.,
• Knowledge sharing and supporting others in the team


• Proactive approach - Self-led; seeking & creating opportunities to make a difference


• Strong communicator with the ability to engage and manage stakeholders from a variety of different backgrounds and disciplines.


• Strong commercial awareness


• Ability to work cross-functionally, understanding the needs, objectives and constraints of those in other disciplines and functions


• Agile and DevOps - knowledge of best practises, The role holder will have experience of working in application support across an international business and have:


• Knowledge of techniques for identifying, gathering and validating customers' needs in the delivery of IT services


• Must be pro-active and solutions driven, having the ability to pick up changes or updates to technologies for which you are directly involved or may be asked to help support


• Understanding and application of different development approaches.


• Proficient in configuration management


• Understanding of Service Level Agreements, the purpose and composition of an SLA and the relationship between an SLA, an OLA and an underpinning contract for the supply of services


• Strong understanding of Infrastructure and system security


• Familiar with the principles and application of cloud/virtualisation and the use of tools and systems to manage virtualised environments


• Expertise or understanding of a range of but not limited to the following enterprise technologies:


o CRM applications such as InterAction, Vuture, Poppulo
o Intapp Experience (credentials system)
o RelativityOne e-discovery
o Business Services applications such as resource management, pitch systems, robotic process automation
o MS SQL query, Power BI & SSRS
o Knowledge of any of the following technologies such as Powershell scripting, Ansible & Terraform, Windows Server 2012-2019 would be advantageous
o Endpoint and server security systems and how they interact with the Applications supported in the business environment

DLA Piper is a global law firm with lawyers and business service professionals located in more than 40 countries throughout the Americas, Europe, the Middle East, Africa and Asia Pacific. Our global reach ensures that we can help businesses with their legal needs anywhere in the world. We strive to be the leading global business law firm by delivering quality, service excellence and value to our clients and offering practical and innovative legal solutions to help them succeed. Our clients range from multinational, Global 1000, and Fortune 500 enterprises to emerging companies developing industry-leading technologies, as well as government and public sector bodies., At DLA Piper, diversity and inclusion underpins how we live our values and everything we do. We believe that everyone has a voice, and that everyone's voice counts. We know that the rich diversity across our firm makes us stronger, more innovative and creative, which helps us to better serve our clients and communities. We are committed to providing an inclusive working environment and culture across our global firm, where everyone can bring their authentic self to work.