Technical Operations Analyst

Glasgow, Lanarkshire
Esure
Company Description

Here at esure, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.

Job Description

We’re transforming the way we manage and deliver technology service at esure to improve the service we give our customers and colleagues in a more progressive and agile way centred on new processes, modern tooling, and automation.

We’re looking for a Technical Operations Analyst who isn’t afraid to do things a little differently. We need someone to support us in rethinking how we deliver service excellence to our customers by investing in automation and self-service, moving from a traditional service desk to a service centre of excellence.

This is a hybrid working position and we will need you to be onsite in our Glasgow a couple of times per week to support our colleagues with all things tech!

What you will do:

• Provide outstanding support to our customers, covering first and second line incident management, support, and services.
• You will be the first point of contact for customers on our Tech Bar service, effectively being the face of Tech Op’s! This will be first and second line hardware and Software support covering both Windows and Apple devices.
• Provide first-line support for Azure issues, with a specific focus on Azure Virtual Desktop (AVD) support.
• Monitor and manage operations and security dashboards as part of a central TOC team.
• Identify and implement automation opportunities for issue resolution, considering both Agile and ITIL practices.
• Contribute to an automation-first culture streamlining processes and enhancing efficiency.
• Assist in developing an automated and robust Joiners, Movers, Leaver’s process, including privileged access reviews with Azure AD, Jira Service Management and automation technologies.
• Support and collaborate during major incidents with Service Management teams for swift resolution.
• Provide ongoing support via an on-call rota, supporting the business-critical teams as required.

Qualifications

We’d love you to have:

• A passion for technology, innovation and how we can do things differently for our customer
• A great understanding of modern, cloud-based technology and associated monitoring (cloud-based Active Directory and Exchange experience is key)
• Experience of ITIL Service Management applied in an Agile model (ITIL Certified preferable).
• Demonstratable experience of working in a service desk with a focus on enhancing the customer experience.
• Experience of supporting major incident management through to resolution.
• Knowledge of various cyber security technologies and associated monitoring.
• A natural trouble-shooter, inquisitive and always seeking answers and solutions to problems.

Additional Information

Why choose us?

This is your opportunity to be at the forefront of our game-changing journey and be part of something truly special! And to top it off, here are some perks to life at esure

• A competitive salary that recognises your skills and potential
• A bonus scheme that celebrates your contribution to esure’s success
• Discounts on our insurance products, for you and your family
• 25 days annual leave, plus 8 flex days to be taken as and when suits you
• Benefits just for you: our hub – My Benefits Box – is loaded with perks to choose from, so you can build a personal toolkit to support your health, wellbeing, lifestyle, and finances.
• Grow your career with us: whatever your goals, we’ll support you with hands-on training, mentoring, a LinkedIn Learning licence, access to our exclusive Academies, regular career conversations, and expert partner resources from the likes of Women in Data and Women in Tech.
• Join our communities: our networks give you the chance to connect, learn and share with like-minded colleagues across the business – for work and play. So, it’s no surprise our people consistently rate ‘making friends at work’ one of the highest scorers in our colleague engagement survey
• More flexibility for you: we’re a proud supporter of the ABI’s Make Flexible Work campaign and welcome you to ask about the flexibility you need, whether it’s part time, job sharing, or compressed hours. Our hybrid working approach also puts you in the driving seat of how and where you do your best work.
• Live a healthy lifestyle: we offer lots of support, so you feel like the best version of yourself – like specialist advice through our employee assistance programme, wellbeing classes, access to the My Health Advantage app, our Big Team Challenge, and learning sessions on topics like menopause.
• A helping hand to do your bit for a greener and safer world: driving good in the world couldn’t be more important to us. That’s why we encourage colleagues to use volunteering days to support their local communities and have lots of initiatives to help you live a greener lifestyle.
• Everyday appreciation: praise from your colleagues means the world! Our social recognition tool makes it easy to give colleagues the praise they deserve, and you could even be shortlisted for a company-wide ACE Award.

We understand some people may not apply for jobs unless they tick every box. If you are excited about joining us and think you have some of what we are looking for, even if you’re not 100% sure we would love to hear from you.