Infrastructure Analyst

Reports to:  Americas Infrastructure team leader

Summary

The Infrastructure Analyst is responsible for their delegated areas within the Americas Infrastructure Team. The role will also be expected to cover for other members of the Operations team during periods of absence, vacation, secondment or training. The role includes the management of projects involving many components of New York office infrastructure. The incumbent is responsible for the impact of his or her own performance on all elements of the office IT systems, projects and day to day operations. 

Essential Duties and Responsibilities

“Essential functions” are primarily job duties that incumbents must be able to perform unassisted or with some reasonable accommodation made by Firm. Essential duties and responsibilities include (but are not limited to):

• Oversee and ensure the general health of the New York office infrastructure that pertains to the delegated technologies. This could include – but is not limited to – servers, server operating systems, network storage devices, tapes and other backup devices, communications equipment, routers, switches and related components. This includes hands-on involvement in daily monitoring, special projects, system maintenance and upgrade tasks, and the troubleshooting and resolution of problems and issues involving regions IT infrastructure.
• Oversee and ensure the general health of all software applications and data residing on New York infrastructure equipment that pertain to the delegated areas. This includes – but is not limited to – software and firmware updates and patching, monitoring to ensure that the storage volumes have adequate space to accommodate data growth, and troubleshooting and resolution of problems and issues involving system applications. Where appropriate, duties also include assisting as an escalation resource for hardware and software issues in any area of IT operations, including at the desktop level.
• Monitor and administer the Americas Cisco Network, VMware, Citrix, Messaging, Active Directory, Document Management infrastructure to A&O standards.
• Ensure trouble tickets escalated to the Operations team are addressed and resolved in a timely manner to meet the required SLA’s or escalated. If it is not possible to resolve the issue locally the administrator should escalate the call to the relevant team in the UK and maintain ownership of overall problem resolution
• The analyst is expected to provide back-up coverage for other members of the Operations team during periods of absence, vacation, secondment or training which will involve changing shift. On occasions they may also be asked to cover for the deskside team.
• The incumbent will be expected to act as a lead on projects, especially within their area of expertise and participate within the team on others.
• The incumbent will be responsible for ensuring the adherence to A&O global technical standards in all areas relevant to the role. 

Experience, Knowledge, Qualifications and Skills Required

Technical Skills

• Minimum 5 years’ experience in a senior administrator role in an environment utilizing MS Operating Systems, MS Exchange 2010, Citrix Xenapp, Cisco Networking and Cisco Unified Comms.
• Excellent knowledge of Windows 2008/2012, Exchange 2010 and Cisco Networking.
• At least 2 years’ experience in VMWare 5.1 and Citrix Xenapp Server version 5/6.5 is desirable.
• Administrative experience of NetBackup and MS SQL desirable.
• Knowledge of Litigation support technologies, Carpe Diem, Cisco unified wireless networking and firewall technologies is a plus.
• 2 years’ experience of a major document management system is an advantage.

Generic Skills

• Must be a self-starter with the ability to manage day to day duties and projects whilst maintaining a high attention to detail.
• Ability to fully own issues and projects, and drive to get them fully resolved/delivered within agreed timescales.
• Ability to work well under pressure, as part of a team or under own initiative.
• Real empathy for end-users with a strong desire to understand and contribute to business goals.
• A desire to rapidly resolve problems and to work as an integral part of a team – recognising the need to respond rapidly to calls from the Front-line Support teams.
• Excellent organisational and communication skills.