2nd Line Analyst - Patch Management

Computacenter; Hatfield; On-site; GBP 30,000 - 45,000; Full time

Job summary

Join a leading global team as a 2nd Line Analyst in Patch Management, responsible for managing security patching and software deployment. Collaborate with technical teams to ensure service delivery and customer satisfaction while enjoying opportunities for career progression and professional development.

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.
• Act as the first point of contact for escalation of patch-related incidents.
• Collaborate with other teams for effective remediation.

Skills

ITIL Change Management

Incident Management

Problem Management

ITSM

ServiceNow

Collaboration

Job description

Location:

UK - Hatfield, UK - Milton Keynes, UK - Nottingham | Job-ID: 212213 | Contract type: Standard | Business Unit: Service Desk

2nd Line Analyst (Patch Management)

Location: Hatfield / Milton Keynes / Nottingham
Hours: 37.5 per week
Location: Full time on Computacenter site (Milton Keynes, Nottingham or Hatfield)
Role Type: Permanent

Life on the team

2nd Line Analyst (Patch Management)

Location: Hatfield / Milton Keynes / Nottingham
Hours: 37.5 per week
Location: Full time on Computacenter site (Milton Keynes, Nottingham or Hatfield)
Role Type: Permanent

Additional comments

Ideally, you should already be Security Cleared; if not, the ability to undertake vetting is required.

About the role

The Patch Management service helps customers ensure their End User devices and Servers are patched and security compliant. We maintain the latest patch level on a monthly or quarterly basis. Patch Management also provides a software deployment service to ensure all core applications are up-to-date and supported. Our goal is to deliver the best upgrade experience using mature standard processes and tools. The service is governed by the Release team and is delivered globally from the UK, India, and South Africa.

What you’ll do

• Manage customer’s security patching and software deployment requirements according to the contract and SLA.
• Act as the first point of contact for escalation of patch-related incidents and problems.
• Own and manage incidents and problems through to resolution.
• Perform root cause analysis with technical teams when required.
• Collaborate with other teams to ensure effective remediation and resolution.
• Facilitate meetings both internally and externally.
• Support team members for coverage and contingency.
• This role may require occasional out-of-hours support and a flexible approach.

What you need

The ideal candidate will have proven experience in ITIL Change, Incident, and Problem Management, as well as ITSM/ServiceNow tooling. You should be a proactive team player with a pragmatic approach to challenges and workload. Leverage your technical expertise and collaborate effectively to support the team and ensure successful service delivery. Opportunities for service improvement, automation, and maturity enhancement are also available.

Why join the Patch Management Team?

You will join an open and friendly global team committed to delivering outstanding service and customer satisfaction. You will collaborate with various technical teams, expanding your professional network. We provide training and support to help you succeed. As part of Computacenter’s Global Service Operations, the scope for career progression is broad and encouraged.

About us

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