Beschreibung
DescriptionIt is the main goal of the Third Level Service Analyst to
implement the service tasks required to ensure the operation of the services
systems within the agreed service levels.
The Third Level Service Analyst responsible for the
administration of the serviced systems including the diagnosis and resolution
of Incidents and the implementation of Changes. In cases where these tasks
cannot be successfully completed, the Third Level Service Analyst immediatly
involves the System Responsible or the Technical Expert. By the nature of the
assigned responsibilites, the Third Level Service Analyst is integrated in a
multitude of Service Management Processes, such as Incident, Problem, Change
Mangement as well as Capacity, Availability, Continuity Management and others.
The Third Level Service
works during office hours and is on stand-by according to a schedule
that covers 24 hours of service 365 days of the year.
Reponsibility
The Third Level Service Analyst is responsible for:
• Control
of ticket queue of assigned service group
• Diagnosis
and resolution of Incidents (that are not related to known errors)
• Evaluation
of log and trace files
• Recovery
and restore of systems
• Execution
of functional tests and system checks (after Changes and Incidents)
• Implementation
of Changes (system updates, patches, hot fixes, service packs, etc.)
• Execution
of failover tests of high availability systems
• Inspection
and supply of configuration management data
• Execution
of data imports and exports
• Analysis
of Problems (incl. coordination and follow-up, where other Services get
involved)
• Documentation
of Known Errors and Workarounds
• Analysis
of system configuration
• Evaluation
of monitoring data concerning availability, capacity, performance
• Execution
of first level tasks, when required
Erforderliches Know-How:
Capabilities
The personal character Third Level Service Analyst needs to
display:
• High
degree of vigilance, accuracy and customer- and service orientation
• Analytical
reasoning
• Purposeful
and structured manner of working
• Capacity
for teamwork
• The
training of the Third Level Service Analyst must include:
• Advanced
technical training for serviced technology (as defined in the profile annex)
• ITIL
Foundation
• In the
practical work, the Third Level Service Analyst needs to have:
• Firm
knowledge of the implemented IT infrastructure
• Firm
knowledge of the implemented monitoring tools
• Firm
knowledge of the agreed service levels
• Firm
knowledge of the provider’s and customer’s organisations and processes
• The technical
skill to execute service tasks self-reliantly
• Firm
knowledge of the guidelines for executing service tasks
• Firm
knowledge of the system specifications
IT-Infrastructure
• Microsoft
Windows File and Print Services
• Microsoft
Windows Server 2008 R2
• Microsoft
Windows Server 2003
• Docuform
Mercury Print Server (if possible)
• Technology
and Microsoft Tools for managing Windows Print Server
• Technology
and Microsoft Tools for managing Windows File Server
• Technology
and Microsoft Tools for managing
Microsoft DFS Server
• Technology
and Docuform Tools for managing Mercury Print Server
• Conceptual
understanding of client/server computing architectures, including TCP/IP
networking.
• Conceptual
understanding of NAS (Netapp; EMC; IBM).
• System
Center Operations Manager 2007 (SCOM)
• Remedy
Ticketing Tool
Ihre Perspektive:
? Zusammenarbeit
im Team mit hochqualifizierten Kollegen
? Eine
Unternehmenskultur, in der Ihre Ideen und Initiativen willkommen sind
? Schnelle Entscheidungswege
und rasche Umsetzung von Ideen
? Es erwartet Sie
ein kreatives und dynamisches Arbeitsumfeld sowie ein offenes und von
Kollegialität geprägtes Arbeitsklima
Branche:
Global Player, Automotive, IT
Einsatzort:
Stuttgart, Germany
Dauer:
Operation time: •8x5 approx. 160 h per month •01.10.12 - 31.03.2013 with option of extension