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Service Operations Analyst

  • Godalming
  • This position has been filled.

Fordway Solutions is seeking to appoint a Service Operations Consultant to provide operational and technical support to Fordway and its Customers.

Main responsibilities

  • Maintenance, administration and operation of Fordway’s Managed Service infrastructure.
  • Resolve technical escalations from the Service Desk.
  • Monitoring the health and status of all Managed Service components.
  • Carrying out changes in accordance with Fordway’s change control policy.
  • Part of an on-call team providing 24/7/365 support
  • Attendance of the Fordway Change Management meetings when required.
  • Advising Fordway management team of any improvements to working practices or beneficial technical changes recommended to improve the performance, service resilience and cost effectiveness of the Service Operations environment.
  • Identification and reporting of all security threats, vulnerabilities and breaches in accordance with Fordway security policies.
  • Providing root cause analysis of major incidents.
  • Attendance at Fordway datacenters or customer sites when required.


Essential: At least one Certifications or Qualification from Microsoft, AWS, Cisco, Juniper, VMware etc

Desirable: ITIL Qualified



  • 2 years+ experience in a Service Operations role in a client facing commercial organisation.
  • Experience of technical environments – Data centre hosting, virtualisation (server and desktop), networking, authentication, storage, security and monitoring.


  • Monitoring solutions experience.
  • Public Cloud (Azure/AWS).
  • Windows Server
  • Solarwinds NPM/IPAM/NCM/Netflow.
  • Proven System Centre skills; (SCOM, SCSM, SCCM)
  • Skype for Business.
  • O365

Skills and Abilities


  • Hands-on, pro-active approach.
  • Sound documentation and presentation skills.
  • Enthusiastic Team player to learn new technologies and is self-motivated.
  • Good Report generation and statistical analysis experience.
  • Solid practice in ITIL environment processes.
  • Personal management skills with the ability to make sound and logical judgments.
  • Logical troubleshooting and problem solving skills with proven analytical abilities.
  • Strong interpersonal, written, and oral communication skills.

Direct reports: None

Security Screening: It is a requirement of employment with Fordway that employees pass a security screening to Baseline Personnel Security Standard.