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Infrastructure Analyst

Canada Life Limited
Douglas, Isle of Man
Closing date
Dec 23, 2022

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Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.
Job Purpose
To maintain and improve the systems infrastructure to ensure all users experience minimum disruption to the online day whilst delivering continuous system improvements.
To provide 2nd and 3rd line support to all users in line with the Agreed IS Managers service level agreement.

Key Accountabilities
Perform incident management on supported products and services. (1st line)
  • Provide Cover for the Helpdesk as and when required;
  • Respond to incoming contacts from; clients, automation, vendor and internal support staff via phone and email.
  • Using combination of technical knowledge, analysis and skills with reference to procedures and guides, perform classification, initial support, investigation, diagnosis, resolution and recovery of incidents.
  • Complete 75% First time resolution on Incidents and SR's.
  • Assign incidents to appropriate second level teams.
  • Perform incident queue management procedures.
  • Adhere to Quality Program guidelines during incident lifecycle.
  • Collect trending information in support of Problem Management Process and provide to the Infrastructure Manager IoM.
  • SAR Co-ordinator and I.S Security Admin for IoM systems
  • Raise tickets through European Helpdesk were appropriate
Perform 2nd and occasional 3rd line support
  • Effectively manage your own workload and engagement to progress and deliver against Request for Service and Incident Objectives to agreed SLA's.
  • Effectively engage with the Incident Management Process, resolving 2nd and occasional 3rd line support issues
  • As detailed in the daily check lists, perform all required daily, weekly, monthly checks and raise incidents, or notifications to appropriate support teams
  • Provide Out of Hours support and be part of the on call rota throughout the year.
  • Ensure any modifications to production environments are logged through change management
Contribute to Audit requirements throughout the year
  • Contribute to the completion of the Daily, Weekly, Monthly Quarterly and yearly audit requirements.
  • Produce and keep all audit related reports up to date.
  • Manage and update audit reporting software. Ordering of new licenses
  • Complete departmental checks on banking systems
  • To aid in ETS Infrastructure Audit requirements throughout the year to ensure audits are successful or where gaps are identified they are closed out in agreed timescales.
CAB Co-Ordinator
  • Chair Change Advisory Board weekly meetings.
  • Regularly review all 'Medium' and 'High' impact 'Requests for Change'
  • Assess the likely impact of the change to the business.
  • Review deployment, testing and recovery documentation.
  • Suggest a schedule for the implementation of any changes, minute CAB meetings and Publish CAB minutes and decisions.
Incident / Problem Management Process Owner
  • Chair monthly Incident / Problem Management meetings with I.S Managers
  • Identify trends in underlying incidents
  • Creation and assignment of problem tickets
  • Monitoring of open incidents and cycle times
  • Minute Incident / Problem Management meetings
Technology Integration
  • Participate in IS projects both internal and group wide where applicable following Company standard project methodology
  • Adherence to all I.S procedures
  • To participate in the continuous improvement programme by identifying areas where improvements can be achieved and recommending required actions
What you'll like about working here
As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme. You'll also receive the support you need with your personal and professional development.

Diversity and inclusion
Canada Life is committed to a diverse and inclusive workplace. Our role as an employer of choice is to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences

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