Job Description

Introduction
To support, improve and extend the IT infrastructure at locations managed by our O & I Teams globally.The role is split between providing day to day operational support for existing infrastructure services and users of those services, and project based work leading to the development and deployment of new infrastructure services, on premise, as a service and in the cloud.
Accountabilities
Key Accountabilities

• While the shift hours follow the general business hours of the office, there is an expectation of flexibility when necessary to complete tasks which have a direct impact on services and operational functions, or to join meetings with team members in other regions / time zones.
• Provide a comprehensive, efficient, high-quality 3rd line technical support service for all aspects of the core network and cloud infrastructure and related technologies, ensuring minimum disruption to operational functions.
• Manage own workload to meet organisational needs, adapting to changing priorities and accommodating interruptions due to queries and / or unexpected failures requiring immediate response.
• Deployment and support of infrastructure (MAN, WAN, WLAN and LAN) including servers, routers, switches, VPNs and firewalls and associated software and configuration services.
• Responsible for the configuration, installation, repair and maintenance of high-value and service-critical IT solutions to ensure optimum performance and maximum availability of infrastructure systems.
• Record and update all changes in the Change Control system.
• Provide expert input into any business process / project / initiative which may impact upon / be impacted by IT infrastructure.
• Ensure that the service provided by the Operations team meets the Service Level Agreements with our customers.
• Implement system upgrades, enhancements and patches both internally and through 3rd party suppliers. Ensure all systems are kept in a stable supportable state at all times.
• Ensure the system backups are successful and that data restoration is achievable to a position satisfactory to the application user / administrator.
• Promote the team's services in a way that enhances customer perception of the Global Technology team.
• Enforce IT policies; document and maintain relevant procedures; create and update configuration information.
• Ensure all information security standards are complied with and remediated where necessary.

Decision Rights

• Decisions and resolution of day-to-day problems
• Maintain standards for desktop architecture and installations
• Maintain standards for network architecture and installations.

Performance Measures

• Ensuring agreed IT practices are followed
• Working relationships with colleagues, customers and external organisations
• Service performance and availability
• Adherence to and dissemination of IT policies and procedures
• Deployment of new technology and services
• The ability to meet recovery time objectives (RTO) and recovery point objectives (RPO)
• The meantime between failures (MTBF)
• Awareness of industry trends and a willingness to explore and test new technologies that could benefit our businesses

Experience, skills and professional attributes
Skills and Capabilities

• A genuine interest in information technology issues and trends
• Ability to take ownership of a problem and ensure its successful resolution
• Ability to troubleshoot and remain calm under pressure
• Excellent written and verbal communication skills in English
• Good customer management capability
• Must be a team worker and willing to share knowledge
• Responsible for own personal development
• Recognised and up to date vendor and industry technology certifications

Experience

• Proven ability to to work with cloud technologies (preferably AWS)
• Experience with cloud based tools like Atlassian, Crowdstrike, Github, Slack, Google Admin & Okta.
• Ability to set-up and diagnose technical problems on Windows, Mac and Linux
• Management of network topologies TCP/IP, DHCP and DNS
• Management of backup and recovery services
• Knowledge of various hardware systems, including HP servers and switches, SAN storage, routers, firewalls
• Monitoring systems using tools such as Solarwinds / New Relic
• Experience with LANs, MANs, WANs
• Track record of successful IT service delivery and support into multi site organisations
• Understand emerging technologies
• International experience preferred