End user support-Desktop support-Windows operating system-Systems Administration Senior Specialist

Role Title

Infrastructure Operations Senior Analyst / Windows Server System Administrator

Role Description

The Infrastructure Operations Senior Analyst is responsible for activities relating to the build, maintenance and operation of infrastructure platforms. You will have the opportunity to work with our established setup, and drive future improvements in the performance of our technology infrastructure platforms, ensuring that we are increasing the reliability of the platform and optimizing its capacity.

Key Responsibilities

Provide sound understanding of technology infrastructure concepts and principles to provide support to supported platforms and sectors within technical domain

Apply basic understanding of how multiple areas collectively integrate within technology infrastructure to support the operations environment

Handle issues and escalations, as well as resolve production problems, reporting to management on status and technical matters

Plan and implement improved processes, backup and recovery plans, and uniform methodologies and standards

Utilize skillset to provide support, trouble-shooting and performance-tuning within technical domain

Assist with installation and upgrade of platform/sector utilities and tools

Stakeholder Management and People Responsibilities

Work effectively with virtual and remote team members exercising critical thinking to resolve issues and presenting technical findings accurately to internal customers and leadership

Act as a liaison between various CTI businesses providing direction and support to resolve issues in a timely manner

Directly impact the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams by providing mentoring and training to junior members of the team

Actively contribute towards self-development by creating and following development plans based on discussions with management

Core Role Competencies

Technical Knowledge: Has a recognizable area of technical competence. Familiar with appropriate standards. Applies subject domain knowledge to meet organizational need/guide actions. Keeps up with current and possible future technological developments in the field.

Processes/ Procedures: Ensures processes and procedures are in place for self and others to use. Seeks ways to improve existing processes, making adjustments or recommending reengineering improvements.

Customer and Industry Knowledge: Consistently applies a business driver and marketplace focus when prioritizing actions.

Risk Management: Examines and defines factors that could adversely affect task completion, delivery or achievement of customer satisfaction. Evaluates controls to help mitigate negative outcomes through prevention, detection and correction. Identifies the risks of negative outcomes, including inadvertent error or fraud. Ensures ongoing compliance with regulatory requirements.

Stakeholder Management: Identifies key partners and their influence, implements techniques for communicating/engaging and managing expectations. Has frequent interactions. Finds the appropriate balance of completing claims by various groups of stakeholders, acting fairly and in consideration of cultural and ethical factors.

Client Centricity: Uses insights from customer relationships to anticipate their needs and provide services beyond their expectations. Actively seeks information to understand client issues, expectations, and needs.

Problem Solving and Decision Making: Makes sound decisions. Considers relevant factors and uses appropriate decision-making criteria and principles. When making decisions, uses a mix of analysis, wisdom, experience and discernment. Assesses business needs, anticipates problems. Works independently and is self-directed.

Skills / Experience Levels

You have good communication skills with the ability to articulate clearly in high stress situations

You enjoy learning and love sharing your knowledge with others

You work independently and are self-directed

You are a detail oriented and perseverant individual

You have a positive attitude with the drive to get the work done

You enjoy collaborating and working as part of a cross discipline team.

You’re a self-starter with good problem solving skills, and you continuously look for ways to improve things.

You understand the importance of prioritization of your work.

Providing a great experience to the users of your platform is important to you.

You have skills and proficiency with MS PowerPoint, Excel, Access or other analytical tools

Solid understanding of ITIL and LEAN operating model.

Solid understanding of TCP/IP, routing principles, firewall rules, DNS, and troubleshooting packet loss/latency.

Understanding of Active Directory, SRV Records, Windows Authentication Process

Understanding of MS Vital Signs, System Performance Counters (CPU/Mem Utilization)

Understanding of PowerShell, and executing commands remotely against one or more servers.

Ability to create one-off PowerShell scripts to be used to process requests on multiple servers.

Working Experience with (SAN, NAS, MPIO, Veritas Volume Manager)

Analysis of server event logs, memory dumps, and analyzing for root cause.

Experience supporting HP Hardware, Driver/Firmware Updates, Diagnostics

Experience supporting MS Windows 2008 – 2019 in a 1,000+ server environment.

You have a Bachelor’s degree (Computer Science or Engineering degree preferred) or equivalent work experience

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Experience: 5+ years