IT Infrastructure & Operations Manager/Analyst

BASIC FUNCTION:

This is an exciting opportunity to join the Global Business Services division as a Senior IT Infrastructure & Operations Analyst reporting to the IT Infrastructure & Operations Manager. You will be part of a team responsible for the performance, stability, and operations of the internal operational IT infrastructure. This includes deploying new technologies, hands-on technical support, standards and process improvement, budget/vendor management, among other related activities. You will play a key role in supporting the existing infrastructure and help implement the strategy for our next generation efforts.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform day to day activities to ensure performance, stability, and capacity for the operational IT infrastructure.

• Collaborate with Health/CE Technology Leaders to determine infrastructure requirements.

• Assist procuring/implementing IT infrastructure support/services consistent with GBS standards & guidelines.

• Identify, coordinate, and communicate business resource requirements to support infrastructure projects.

• Support efforts related to data center consolidations and journey to cloud activities.

• Participate and represent the business/products during infrastructure incidents, on and off-hours.

• Provide L2 support for the end-user computing environment and assist during major initiatives and high-ticket volumes.

• Assist in the documenting, implementation, and support of DR solutions.

• Develop, implement, maintain, and monitor procedures for server backups and restore capabilities.

• Monitor, plan, and coordinate the distribution of software, hotfixes, security patches, and service packs.

• Maintain inventory for hardware and software including support agreements, licensing, version controls, etc.

• Create/maintain technical documentation and drive process improvement with standard operating procedures.

• On-call support on a rotating schedule as well as onsite and off-site support during non-standard business hours.

• A limited amount of travel may be required.

JOB QUALIFICATIONS

Experience:

• 6 years of system, network, and EUC support experience in IT.

• Demonstrate an understanding of complex system architectures, and the ability to support, and troubleshoot that architecture.

• Demonstrate strong collaboration skills across peer stakeholders.

• Demonstrate excellent and effective interpersonal and communication skills (written, verbal, and listening), with the ability to build positive working relationships.

• Demonstrate the ability to excel in a fast-paced and demanding environment.

• Demonstrate strong problem analysis, problem resolution, and decision making and judgment skills.

• Demonstrate the ability to understand technical business needs and translate them into infrastructure requirements.

• Demonstrate working knowledge of Microsoft Azure or Amazon Web Services.

• General understanding of IT related financials and budgets.

Other Knowledge, Skills, Abilities or Certifications:

• Cloud Certifications Essential (e.g., Azure, AWS, or GCP)

• Expert knowledge of Windows Server, Linux OS, and VMware.

• Strong knowledge of Active Directory.

• Strong knowledge of backup/restore and DR technologies.

• Strong knowledge of network connectivity including DNS, DHCP, VPN, and data circuits.

• Strong knowledge of Enterprise Storage and SAN and iSCSI technology

• Base knowledge of network switches, routers, and firewalls.

TRAVEL REQUIREMENTS

• Most work is local, but position could require 5% monthly domestic travel.

PHYSICAL DEMANDS

• The ability to perform normal Data Center Operations. Including but not limited to racking servers, storage, and switches.

Education/Certifications:

• Bachelor of Science degree in Computer Science or equivalent job experience.

• Cloud certifications essential (e.g., Azure, AWS, or GCP)