Line Patch Analyst

Computacenter PLC; Nottingham; On-site; GBP 45,000 - 65,000; Full time

Job summary

Computacenter plc in the UK is seeking a Patch Management Specialist to join a global team in Nottingham. You will manage customer security patching and software deployment to meet contracts and SLAs, and act as the first point of contact for patch incidents.

You will apply ITIL Change, Incident and Problem Management principles and use ITSM/ServiceNow tooling, SCCM/MECM, Intune, WSUS and VMware to deliver remediation.

Qualifications

• ITIL Change, Incident and Problem Management experience
• Experience with ITSM/ServiceNow tooling
• Flexible, proactive team member with pragmatic workload approach

Responsibilities

• Manage customer's security patching and Software Deployment requirement according to the agreed contract and SLA
• 1st point of contact for escalation of Patch related incident and problems
• Incidents and Problems are owned and managed through to resolution
• Undertake root cause analysis with technical teams where required
• Collaborate with other teams (where required) to ensure efficient remediation and resolution
• Facilitate meetings both internal and external
• Support other team members for cover and contingency

Skills

Windows patching

SCCM/MECM

Intune

WSUS

VMware

Documentation

Communication

Tools

SCCM/MECM

Intune

WSUS

VMware

Job description

The Patch Management service helps customers ensure their End User devices as well as their Servers are patched and security compliant. We achieve this by maintaining the latest patch on monthly / quarterly bases. Patch Management also provide software deployment to ensure all customer's core applications are on the latest / supported version. Our goal is to provide users with the best possible upgrade experience, and we achieve this by using our mature and comprehensive standard process and tools. The service is governed and controlled by the Release team.

Patch Management is a global service delivered from the UK, India, and South Africa locations.

What you'll do

• Manage customer's security patching and Software Deployment requirement according to the agreed contract and SLA
• 1st point of contact for escalation of Patch related incident and problems
• Incidents and Problems are owned and managed through to resolution
• Undertake root cause analysis with technical teams where required
• Collaborate with other teams (where required) to ensure efficient remediation and resolution
• Facilitate meetings both internal and external
• Support other team members for cover and contingency

This role will require a flexible approach and may occasionally require out of hours support, You will be joining an open and friendly Global Team who strive to deliver outstanding service and customer satisfaction. You can expect to collaborate with various technical service teams to help achieve your goals and objectives, which will naturally extend your personal network. To help you on your journey we will provide the required training and support from our established team. We are member of Computacenter's Global Service Operation providing Consultancy, Project Management, Product and Engineering services and so the scope for future career progression will be varied and encouraged.

• Hand on experience of Windows patch management
• Technical experience of using deployment toolsets (SCCM/MECM, Intune, WS1, WSUS)
• Experience of deploying security patches and software packages
• Experience of Microsoft operating systems and Patch Management process
• Thorough understanding of release and change processes and risk management
• A keen interest in Microsoft Security and a desire to learn similar processes for other operating systems
• A flexible approach to working hours will be required to facilitate the patching process as working unsociable hours may be required
• Knowledge of VMware integration of operating systems
• In-depth technical knowledge of PC, peripheral and Network products
• Good written and verbal communication skills are essential to this role as are good documentation skills
• Attention to detail
• Excellent workload management
• Experience of MI /Customer reporting
• Excellent communication skills
• Excellent documentation skills
• Flexible team member
• Customer facing skills
• Ability to assist with Service Integration process (new business)

The ideal candidate will have proven experience and skills in ITIL Change Incident and Problem Management, as well as ITSM/Service Now tooling. You will be a flexible and proactive team member who takes a pragmatic approach to challenges and workload. Leverage your technical expertise and collaborate with the skills of those around you to deliver effective support to the team, ensuring the successful delivery of the Patch Management service to our customers. You will also have the opportunity to help drive service improvement, automation and maturity.

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

We're a place where you can belong

With over 21,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

You’ll see this reflected in our recruitment process too. We aim to provide fair access to opportunities and an inclusive, barrier-free experience. All that matters to us is that you share our vision and values, and bring the skills and experience we need.

As a Disability Confident Committed employer, we offer a guaranteed interview scheme. If you opt in and meet the minimum criteria for the role, you'll be guaranteed an interview, and we're happy to support any reasonable adjustments.