IT Operations Technician

IT Operations Technician role at CMS Distribution

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The IT Operations Technician plays a vital role within the IT Operations Team, a third‑line support function within the IS Department. This position is responsible for progressing subsidiary integrations from conception through to completion, with a focus on identifying areas for improvement to continually develop and adapt the process based on lessons learned. Additionally, the role includes supporting general IT Operations services by delivering reliable, secure, and efficient IT services through monitoring, maintaining, and troubleshooting complex systems and infrastructure.

Ensuring systems remain available, secure, scalable, and perform optimally to meet business needs is a key focus. The IT Operations Technician will also provide project support, working to deliver innovative new solutions for the business.

• Take proactive steps to improve processes, work independently & suggest improvements to enhance overall team performance.
• Respond to customer inquiries with a focus on understanding their concerns & offering clear, helpful solutions. Demonstrate active listening & ensure customers feel valued by keeping them informed throughout the process.
• Apply logical reasoning to resolve issues & collaborate effectively to optimise outcomes.
• Manage ticket workload effectively & accurately. Proactively identify risks to SLA compliance & take corrective actions as needed.
• Collaborate within a major incident management (MIM) team to perform detailed root cause analysis for major incidents. Coordinate efforts to implement resolutions & ensure effective communication with stakeholders.
• Record highly detailed & accurate change plans. Capture & present all relevant information accurately for review & approval. Effectively manage your weekly change schedule ensuring approved changes are deployed on time.
• Ensure infrastructure assets are consistently recorded & maintained in the CMDB, validating data accuracy, supporting asset lifecycle management & resolving asset‑related issues in collaboration with other teams.
• Take responsibility for managing the lifecycle of software licences, ensuring accurate tracking, maintaining compliance & providing reports on usage & renewal statuses.
• Manage day‑to‑day interactions with suppliers, ensuring contracts & service level agreements (SLAs) are met. Resolve issues promptly to maintain service continuity.
• Take ownership of assigned project tasks, ensuring timely completion, maintaining clear communication with stakeholders & managing documentation & service deployment within the agreed timescales.
• Support the integration of newly acquired subsidiaries by collaborating with cross‑functional teams to align systems, processes & data, working to ensure that integration tasks are completed within set timelines.
• Contribute to continuous service improvement by actively identifying & analysing service performance gaps, recommending enhancements & collaborating with teams to implement improvements.
• Own patch management & backup processes, ensuring system stability & compliance with business continuity requirements. Escalate & resolve issues promptly, minimising disruption & aligning with organisational continuity goals.
• Manage proactive monitoring processes to identify & resolve alerts promptly. Ensure minimal disruption to business operations. Escalate & report more complex issues to relevant teams while maintaining system availability.
• Effectively manage network configurations to ensure secure & optimised network operations.

• Demonstrate competence in managing Windows Defender Firewall & Forti Gate environments. Configure & maintain firewall rules, monitor traffic logs & ensure compliance with security standards under supervision.
• Able to configure & manage VoIP systems for small businesses. Troubleshoot common issues like call quality, setup & registration. Understand network requirements (QoS, bandwidth).
• Manage the certificate lifecycle, ensuring certificates are issued, renewed & replaced according to…