Senior IT Operations Analyst

ABOUT DC THOMSON

At DC Thomson we are a business with a purpose – to make a positive impact on the communities we serve.

We are home to some of the world’s best-loved media brands, organised around local news and radio, companionship, kids, advocacy, energy, puzzles and hobbies.

The Courier, The Press & Journal, The Sunday Post, Beano, Stylist, Puzzler, bunkered, Energy Voice, Findmypast and Brightsolid are just some of the brands you might know us for.

Deeply rooted in our communities, we are investing in data, technology and talent to unlock a new level of understanding about what really matters to our customers. This is how we are shaping the future of media.

We’ve changed the way we work to create a flexible, collaborative, learning-led culture that draws on expertise from across the organisation to create award-winning content and cultural moments that make audiences want to be part of our communities.

We’re looking for the best people to join us at DC Thomson, to share their energy, ideas and skills and be part of our story.

ABOUT THE ROLE

We are currently seeking a Senior IT Operations Analyst to join our team based in Dundee or Aberdeen. This will be a hybrid position.

You will play a vital role in providing delivery of Second Level support, administration and maintenance of our Information Systems and Services. 

Key responsibilities include:

• Service Delivery - Responsible for the on-time delivery of all IT aspects of newspaper and magazine production acting with complete autonomy and as the primary responder for issue resolution when on duty outside office working hours (9-5).
• The successful candidate would be expected to participate in an on-call rota.
• Working with and to support senior specialists, team leaders and service delivery management in the efficient delivery of systems, services, support tickets, operational change and BAU IT operational service delivery to agreed KPI and quality standards.
• Providing expertise and immediate response on call as required and liaising with senior business stakeholders, technical colleagues and third party support vendors.
• Lead IT operational aspects of change projects from a technical perspective liaising and communicating with project teams and stakeholders.
• Respond promptly to requests and enquiries from peers, external suppliers and users and act in a second line support function to the IT helpdesk for resolution of technical issues relating to hardware, software, mobile devices, videoconferencing equipment or peripherals in a professional manner.
• Manage workload of support tickets, operational BAU activities and project activities in line with business needs and stakeholder requirements escalating as required to ensure on-time delivery.
• Ensure completion of all daily tasks and backup activities to ensure efficient systems operation.
• Testing of changes to live environments prior to deployment following a documented change control procedure communicating with other impacted parties as appropriate.
• Provide and maintain records of backup and DR processes and status.
• Maintain the availability of all servers and systems as service level agreements dictate escalating where appropriate as service issues arise.
• Liaise with in-house and external technical and operational staff proactively to ensure minimal system down time.
• Compile daily reports to include the success of failure of critical backup, anti-virus updates and capacity management of servers and infrastructure.
• Have an understanding of and act in adherence to all license utilisation requirements and volumes at all times escalating immediately and invoking remediation activities should discrepancies arise.
• Promotion and active protection of the health and security of the desktop and server estates at all times resolving discrepancies or weaknesses immediately or escalating with support partners as required.
• Documenting and sharing of procedures and practices within the department to ensure process efficiency and performing all administration duties related to keeping information current.
• IT Device, Security & Access Controls - manage endpoint device deployment and support, including configuration and asset updates from physical moves and changes.  Ensuring appropriate Systems and Information Security requirements and approved Configuration Settings are maintained and applied to help protect: Endpoint Devices - such as, PC, Mac, iPad, Mobile Telephones, Printers, Wi-Fi Access Points and other Communication Devices.
• Knowledge of Azure, AWS and M365.
• User Identity and Logical Access - such as, Active Directory, Network Administration, and Production Systems, Services or Applications.
• IT Assets and Sensitive Documents, Information or Data.
• Problem Management - Contribute to the diagnosis of Problems, using relevant subject matter expertise to assess and analyse root causes; identifying, documenting and applying workarounds and implementing identified resolutions through appropriate Change Controls and Release Management processes.
• Asset Management - contribute to the maintenance of an up-to-date and accurate record of all IT Assets from purchase to disposal, to assist with ensuring assets, including software licenses, are utilised as effectively and efficiently as possible and that these are accounted for and physically protected, notifying any identified discrepancies via the Service Desk or escalating as appropriate.
• Team Development - Assist and Mentor IT Operations Analysts, acting as an escalation point for providing technical assistance, guidance and expertise as appropriate and proactively sharing skills and good practice within the team.

ABOUT YOU

The successful candidate must have the following:

• Problem solving focus with extensive knowledge of how to apply innovative solutions
• Excellent verbal and written communications skills
• IT-related degree or commensurate experience in an IT operational environment
• Advanced knowledge of PC hardware and software across multiple platforms
• High level knowledge of computer processes and backup procedures
• Demonstrable analytical skills and ability to see and communicate to different business areas the wider technical perspective and implications
• In-depth knowledge of IT systems, services and procedures
• Clear understanding of Software Licence models and restrictions in operation across the estate
• Good planning and organisational skills
• Flexibility and adaptability to new systems and processes
• Passionate about delivering an excellent customer experience

To apply for this role, please follow our online application process and submit a CV and cover letter.

This is a full-time, permanent position, working 35 hours per week from our Dundee or Aberdeen Office.  We offer a generous package including 34 days holiday, health cash plan, gym discount, excellent pension, a competitive salary, and many more staff discounts and benefits.

We are an equal opportunity employer and encourage applications from everyone and do not discriminate on the basis of race, religion, gender, sexual orientation, age, marital status, disability or any other protected characteristics.

If you have any issues with your application, please email recruitment@dcthomson.co.uk

For further information, please visit: www.dcthomson.co.uk/vacancies

Closing date for internal applications: 31st March 2025 at 17:00hrs

Please note that we reserve the right to close the vacancy early once we have received suitable applications. Therefore, please ensure you submit your application as early as possible to avoid disappointment.