System Maintenance Analyst

Tech Kings Cross, London Req. UMG-5032



Job title: Senior System Maintenance Analyst
Responsible to: Operations Center Manager
Department: Global IT
Location of work: 4 Pancras Square, King’s Cross
Hours: Early – Monday to Friday – 6am – 2.30pm


Music is Universal


It’s the passionate and dedicated team at Universal Music who help make us the world’s leading music company. From A&R to finance, legal to digital, sales to marketing, Universal Music is the place to grow and develop your career within a truly commercial and innovative business that leads in everything it does.

Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy or caring responsibilities. We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD and other forms of neurocognitive variation.

We will always seek to make appropriate adjustments to recruitment, workplaces, and work processes to be fully inclusive to people with different needs and working styles. If you need us to make any reasonable adjustments for you from application onwards, including alternatives to the online form or to disclose a neurocognitive condition, please email [email protected]


The A Side: A Day in The Life


We are currently seeking an exceptional Systems Maintenance Analyst to play a critical role in the mission of the Operations Center. The core purpose of the role is to ensure that our applications, platforms, and infrastructure are effectively monitored for availability, performance, and functionality, and that alerts driven by our monitoring systems are accurate and actionable. To succeed in this role the post-holder needs to be creative clever, passionate and love building new solutions.


The B Side: Skills & Experience


Be Knowledgeable 


  • Resolve support tickets
  • Serves as primary escalation point for the UMG Application communities and sourcing providers for operational issues, ensuring timely resolution & communication, including utilization of discretion and judgement to ensure correct escalations and resources are engaged to solve problems at hand
  • Ensure root cause analysis for any critical service issues is completed as appropriate, providing feedback and ensure agreed recommendations are implemented
  • Conduct scheduled patching on infrastructure
  • Perform backup and restore operations as needed

Be Operational


  • Responsible for keeping the services running 24/7 and putting processes in place to meet or exceed service SLAs
  • Monitor infrastructure operational alerts e.g. environmental, server performance and devices, escalate as necessary within the ITIL framework
  • Ensure compliance with incident, problem, and change management procedures and standards to ITIL standards by all sourcing providers
  • Utilizing an ITIL based approach for service management, produce management reports and statistics (weekly/monthly/quarterly), evaluating and making suggestions for improvements in the infrastructure including operational reports such as performance, capacity, break/fix, etc
  • Participate in UMG’s in scheduled Disaster Recovery activities as required
  • Document processes and critical information
  • Attend technical project review meetings as needed to ensure project technical designs meet UMG’s operational requirements and are in compliance with UMG infrastructure and security standards

Personal Specification


  • Proven track record in infrastructure monitoring
  • Strong people skills and the ability to be both diplomatic and firm
  • Familiarity with operating system administration and tools including: Microsoft, Mac OS X, Linux, Python, Powershell or equivalent
  • Familiarity with scripting (*nix Shell, PowerShell, Python, PHP or equivalent) to develop automation and reporting
  • Practical (hands-on) grasp of LAMP (Linux, Apache, MySQL, PHP) and Microsoft (Windows Server, IIS, MS SQL) or equivalent technologies
  • Exposure to monitoring large cloud server infrastructure on AWS and/or Azure or equivalent
    • Clear understanding of AWS-specific services and terms (EC2, S3, RDS, AZ, CloudWatch, CloudFormation, CloudTrail or equivalent)
    • Selecting the appropriate AWS service based on compute, data, or security requirements
    • Identifying appropriate use of AWS operational best practices
    • Estimating AWS usage costs and identifying operational cost control mechanisms
  • Communicate clearly to technical and non-technical audiences
  • Manage time well in a high-interrupt operational environment, able to handle the details of several technical tasks simultaneously
  • Customer and service delivery oriented
  • Be an excellent and creative problem solver



  • Familiarity with Cloud Management Platforms (RightScale, Nagios, CliQr, Scalr or equivalent)
  • International experience is beneficial, additional languages a plus
  • AWS, MCSE, other professional certifications (or equivalent) desired
  • ITIL Foundation Certification (or equivalent) strongly desired

Bonus Tracks: Your Benefits


  • Group Personal Pension Scheme (between 3% and 9%)
  • Private Medical Insurance
  • 25 paid days of annual leave
  • Interest Free Season Ticket Loan
  • Holiday Purchase scheme
  • Dental and Travel Insurance options
  • Cycle to Work Scheme
  • Salary Sacrifice Cars
  • Subsidised Gym Membership
  • Employee Discounts (Reward Gateway)


Just So You Know…

The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable.  However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop.  Therefore, the job description should be seen as indicative and not as a permanent, definitive and exhaustive statement.