2nd Line Analyst - Patch Management

Computacenter AG & Co. oHG; Hatfield; On-site; GBP 30,000 - 45,000; Full time

Job summary

Join a leading company as a 2nd Line Analyst in Patch Management. You'll manage security patching and software deployment, ensuring compliance and customer satisfaction. Collaborate with teams globally, and enjoy opportunities for career progression within a supportive environment.

Qualifications

• Proven experience in ITIL Change, Incident, and Problem Management.
• Experience with ITSM/ServiceNow tooling.

Responsibilities

• Manage customer’s security patching and software deployment requirements.
• Serve as the first point of contact for patch-related incidents.
• Collaborate with teams for efficient remediation.

Skills

ITIL Change Management

Incident Management

Problem Management

ITSM

ServiceNow

Job description

Job Title: 2nd Line Analyst (Patch Management)

Location: Hatfield / Milton Keynes / Nottingham

Hours: 37.5 per week

Role Type: Permanent, Full-time on Computacenter site (Milton Keynes, Nottingham, or Hatfield)

Life on the team

Join our Patch Management team, which helps customers ensure their End User devices and Servers are patched and security compliant. We maintain the latest patch levels monthly or quarterly and provide software deployment services. Our goal is to deliver a seamless upgrade experience using mature processes and tools. The service is governed by the Release team and delivered globally from the UK, India, and South Africa.

What you’ll do

1. Manage customer’s security patching and software deployment requirements according to contract and SLA.
2. Serve as the first point of contact for escalation of patch-related incidents and problems.
3. Own and manage incidents and problems through to resolution.
4. Undertake root cause analysis with technical teams as needed.
5. Collaborate with other teams to ensure efficient remediation and resolution.
6. Facilitate internal and external meetings.
7. Support team members for coverage and contingency planning.
8. Occasionally provide out-of-hours support, requiring a flexible approach.

What you need

Proven experience in ITIL Change, Incident, and Problem Management, along with ITSM/ServiceNow tooling. A flexible, proactive team player with a pragmatic approach to challenges. Ability to leverage technical expertise, collaborate effectively, and contribute to service improvement, automation, and maturity.

Why join the Patch Management Team at Computacenter

Become part of an open, friendly global team committed to outstanding service and customer satisfaction. Collaborate with various technical teams, expand your professional network, and benefit from training and support. Opportunities for career progression are encouraged within our global Service Operations, providing consultancy, project management, and engineering services.

About us

With over 20,000 employees worldwide, we are at the forefront of digitisation, advising on IT strategy, implementing technology, and managing infrastructure across over 70 countries. We deliver digital technology solutions to some of the world's leading organisations, driving transformation and enabling business success.