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Senior IT Infrastructure Analyst

Isle of Man
Permanent
Our client seeks a Senior IT Infrastructure Analyst to join their team.
 
Role Profile:
To maintain and improve the systems infrastructure to ensure all users experience minimum disruption to the online day whilst delivering continuous system improvements and to provide excellent customer service in relation to 2nd line support to all staff in line with the agreed IS Managers service level agreements.
 
Key Responsibilities:
  • Perform 2nd line incident management on supported products and services.
  • Provide 1st line support cover for the Helpdesk as and when required.
  • 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 3rd line teams.
  • Perform incident queue management procedures.
  • Adhere to Quality Program guidelines during incident lifecycle.
  • Collect trending information in support of Problem Management Process
  • SAR Co-ordinator and I.S Security Admin for IoM systems.
  • Effectively manage your own workload and engagement to progress and deliver against Request for Service and Incident Objectives to agreed SLA's
  • 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.
Audit Requirements
  • 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 any required departmental checks on banking systems.
  • To aid in ETS Infrastructure Audit requirements throughout the year to ensure audits are successful.
Incident / Problem Management
  • 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
Technology Integration
  • Participate in IS projects both internal and group wide where applicable following Company standard project methodology.
 
Key Skills & Experience:
The successful candidate will have relevant IT qualifications and experience working as a Senior technician with all aspects of an IT environment including, but not limited to:
  • Microsoft Products - O365
  • Active Directory, Group Policy, DNS & DHCP
  • Windows Server - various versions
  • Windows 10/11
  • Linux/Unix
  • IBM iSeries/AS400 (not essential but would be an advantage)
  • ESX/VMware
  • SAN Storage
  • VDI
  • SQL
  • Replication & Backup solutions
  • Good understanding of Cisco Network Infrastructure
  • LAN/WAN technologies
Your specialist: Debbie Amankwa
Quote job ref: 15211

Hi, I'm Debbie and I look forward to receiving your submission for this fantastic opportunity with this business.