Analyze and recommend solutions, upgrades, and services for streamlining and system improvements
Support of hardware/software maintenance to include troubleshooting, installation, and upgrades
Support of multiple locations worldwide
Complete IT operational tasks, project tasks, and end user support duties as assigned
Maintain accurate, updated documentation while performing essential job duties
Assist with architecture and design of infrastructure solutions and methodology
Lead small-to-mid-sized IT projects and project teams
Resolve incidents through effective troubleshooting methodology, Tier 3
Liaison with vendors, partners, and external resources
Ability to train other staff in technical operations
Subject matter expert on the operation, maintenance, management, and deployment of multiple computer infrastructure hardware/software solutions

Excellent communication skills and customer service orientation
Expert-level knowledge of digital experience (DEX), infrastructure monitoring, and/or application monitoring systems
Strong analytical and troubleshooting experience using proven methodologies in diagnosing complex infrastructure and monitoring-related issues
Strong experience using root-cause analysis to determine the underlying reasons for Problems and/or Incidents
Good knowledge of ITIL core domains of Service, Incident, and Configuration Management (ITIL certifications are a plus)
Strong project management skills (PMP, COBIT, or other industry certification is a plus)
Proven hands-on experience in enterprise infrastructure technologies; Microsoft, RHEL, Citrix, and/or Cisco technical certifications are a plus
High school diploma or equivalent required
Bachelor’s degree or equivalent preferred
5 + years of relevant work experience required
Hands-on experience in Enterprise IT Infrastructure system design, implementation, and support is required.

Senior Infrastructure Analyst – Operations & Monitoring

Key skills