Senior Infrastructure Analyst

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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.

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