IT Ops Service Support Analyst

Legal & General (L&G) is a leading UK financial services group and major global investor.

We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.

Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement.

We’re a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys.

We focus on helping the customers of today and tomorrow achieve better long‑term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways.

We have a fantastic opportunity for an IT Ops Service Support Analyst to join our Retail Support Services (RSS) team in Cardiff!

This is the ideal role for someone in service support looking for their next challenge.

• Providing expert consultancy and resolution for incidents, requests & problems collaborating with multiple internal and external support teams to ensure issues are resolved within agreed service levels and to customer satisfaction. Escalating issues likely to cause an extended service outage or service level breaches in line with established procedures.
• Providing technical consultancy i.e. file transfer/SFTP to external clients for new and existing schemes. Providing out of hours and weekend support as per the business need.
• Ensuring all support and maintenance provided by 3rd party suppliers, under the individual's control, is delivered within agreed service levels.
• Leading proactive incident triage and reducing incident volumes through problem analysis, trend identification and recommendations to Product Owners for corrective action.
• Contributing to clear, effective communication tailored to the audience situation and the desired outcome.
• Monitoring, reporting and broadcasting information relating to service availability, in respect of hardware and software, using appropriate systems as necessary.
• Contributing to the define, design, build and deliver stages of Continuity tests within sphere of influence, as per the rolling Disaster Recovery schedule.
• Executing the delivery of assigned change initiatives adhering to change control procedures. Complying with agreed methodology, standards, policies & procedures to produce high quality support documentation and providing feedback to drive continuous improvement.

Who we’re looking for:

• ITIL Service Management (or equivalent)
• Experience of working in a Service Support Role with a good awareness of Service Management Principles
• IT Service Management experience in an outsourced environment
• Awareness of Agile delivery, Lean methodology and Dev Ops
• SQL (basic queries)
• Dynatrace
• Datadog and AWS experience
• Appreciation of the Retail Workplace Pensions & Protection Industry and the regulatory frameworks

• The opportunity to participate in our annual, performance‑related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand‑new electric car through tax‑efficient salary sacrifice (permanent employees only)
• There are many discounts we offer – both for our own products and at a range of high‑street stores and online
• In 2023, some of our work spaces were redesigned. Our offices are great spaces to connect and collaborate and have your…