Senior Infrastructure Analyst

Social network you want to login/join with: To provide an efficient and cost-effective delivery of second and third-line support for information systems and related technology services within Octavia. To support the smooth operational running of Octavia’s DT Infrastructure and Applications. Key Responsibilities Infrastructure Provide second and third-line support for issues regarding the DT and communications infrastructure, in accordance with service level targets set by the DT Service Delivery Manager. Receive triaged incident reports and service requests from Service Delivery (first/second line), Technology Delivery (projects), and Architecture Governance (change & third line) managers, ensuring delivery within defined processes and policies. Consult with or pass jobs to colleagues inside and outside DT; escalate issues to the DT Service Delivery Manager when necessary. Provide infrastructure support to Desk Side Support, Architecture, and Application analysts. Maintain and make minor changes to Puzzel, Teams telecommunications system, network switches, and firewalls. Conduct routine tasks and monitor systems to minimize downtime. React to system alerts, troubleshoot, act, or escalate as needed. Ensure the robustness and reliability of DT equipment and systems across all sites. Manage DT equipment and software assets according to policy, including tagging and disposal of obsolete equipment. Document all aspects of DT infrastructure and processes. Suggest improvements for DT team effectiveness, hardware, and network enhancements. Support network service design across Octavia locations. Lead desk side support staff during projects and change activities. Act as an expert resource on projects and programs. Cover for Cloud Architect and Cyber Security Officer during absences. Customer Service Handle all assigned infrastructure support incidents and project work following ITIL standards. Prioritize work effectively and communicate with stakeholders. Create or contribute to documentation, FAQs, how-to guides, videos, etc. Mentor and train DT Support team members, providing cover when needed. Business Continuity Ensure backup regimes are effective and tested regularly. Participate in business continuity testing and implement solutions as needed. Security & Governance Uphold data protection and information security best practices, advising staff accordingly. Maintain security against hacking, viruses, spyware, etc. Develop and maintain security measures with Cyber Security Officer. Document DT infrastructure and ensure change management protocols are followed. Authorize system access requests appropriately. Ensure systems are licensed and inventory is accurate. Align with priorities set by the ServiceDesk Manager. Manage suppliers, maintain relationships, and ensure SLAs are met. Troubleshoot, implement solutions, and systems integrations with suppliers. Promote best practices among suppliers. Other Maintain professional knowledge and skills, keeping up with IT developments. Operate flexible hours, including outside of standard support hours, to meet objectives. Travel to remote locations in the London area regularly. Requirements Essential experience and skills include: At least one year of providing first and second-line support across diverse applications/services. Knowledge of PC deployment and management tools (e.g., Active Directory, GPOs, networked printing, software packaging, Autopilot). Hands-on technical knowledge of at least two areas: network site surveys, structured cabling, or telecom installation. Additional skills and qualifications: Strong liaison skills and ability to work with all organizational levels. Experience working to service levels, targets, KPIs. Excellent communication skills, both verbal and written. Ability to explain complex issues clearly to technical and non-technical staff. Critical thinking and problem-solving skills. Discretion and integrity with confidential matters. Professional, flexible, honest, transparent approach. Organizational skills and ability to prioritize. Ability to grasp new business and technical concepts quickly. Knowledge of: Microsoft certifications or other IT qualifications. Experience with InTune MDM, Apple device management, Mimecast, Forcepoint, Teams cloud phone systems, Papercut printing. Good practice in data and information security. The salary is £40,100 per annum, with up to 10% pension contributions. We foster an inclusive culture that supports and celebrates diversity. Everyone is welcome. #J-18808-Ljbffr