Develop, test, operate, monitor, manage, and support IT services using a collection of hardware, software, data centre, cloud platforms, identity services, server infrastructure, and enterprise technologies.

This role will primarily focus on Azure cloud infrastructure, Active Directory, Microsoft Entra ID, Windows Server platforms, virtualization, security, and infrastructure operations. The analyst will be responsible for identifying and remediating day-to-day infrastructure issues, supporting business-critical services, delivering infrastructure projects, and contributing to the overall infrastructure architecture and operational excellence strategy.

Requirements

What You'll Do:

1. Resolving incidents as assigned from the ITSM ticketing system (ServiceNow) within the prescribed SLA, ensuring prompt status updates are maintained.
2. Make recommendations for infrastructure improvements and changes, ensuring relevant testing and CAB approvals are completed.
3. Resolve major incidents outside core working hours when participating in on-call support.
4. Escalate incidents and problems to the Service Delivery Manager when required and ensure timely resolution.
5. Participate in disaster recovery testing, failover exercises, and business continuity planning activities.
6. Maintain operational documentation, technical standards, and knowledge base articles.
7. Support infrastructure modernization, automation, and cloud transformation initiatives.

Infrastructure & Cloud

1. Administration of Microsoft Azure services including Virtual Machines, Storage Accounts, Azure Networking, Azure SQL, Recovery Services Vaults, Monitoring, and App Services.
2. Administration of Microsoft Entra ID (Azure AD), including identity management, role-based access control, Conditional Access policies, MFA, and lifecycle management.
3. Administration and support of Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, PKI, and File Services.
4. Provision, maintain, upgrade, patch, and decommission infrastructure systems following company standards and security requirements.
5. Resolve alerts from infrastructure monitoring systems and proactively identify recurring issues and trends.
6. Undertake timely security patching activities to ensure infrastructure components remain free of vulnerabilities.
7. Coordinate infrastructure vulnerability assessments, penetration testing remediation activities, and security hardening initiatives.
8. Support virtualization platforms including VMware and Hyper-V environments.
9. Monitor infrastructure health, capacity, performance, and availability across cloud and on-premises environments.
10. Engage directly with application, security, and service delivery teams during incident investigations and remediation activities.
11. Develop and maintain automation solutions using PowerShell and Azure-native automation services.
12. Support delivery of IT-related projects and provide input into infrastructure architecture, cloud adoption, and operational best practices.
13. Produce and maintain technical documentation, implementation plans, operational procedures, and support runbooks.

Network (Supporting Function)

1. Support troubleshooting of network-related incidents impacting infrastructure services.
2. Maintain and support DNS services, VPN connectivity, and network dependencies required by business applications.
3. Review network monitoring alerts and collaborate with Network Engineering teams to resolve issues.
4. Assist with office infrastructure deployments and network-related project activities.
5. Support firewall, switch, and WAN-related troubleshooting where required.
6. Raise recommendations where network constraints may impact infrastructure performance or availability.

Communication

1. Communicate regularly with Service Delivery Managers and Service Delivery team members.
2. Ensure infrastructure documentation is maintained and updated regularly.
3. Provide input into monthly IT Services operational reporting.
4. Work closely with Security, Infrastructure, Application, and Vendor teams to support service delivery and continuous improvement.
5. Participate in technical knowledge sharing and mentoring activities within the wider IT team

Who You Are:

Description

Develop, test, operate, monitor, manage, and support IT services using a collection of hardware, software, data centres, cloud platforms, identity services, server infrastructure, and enterprise technologies.

This role will primarily focus on Azure cloud infrastructure, Active Directory, Microsoft Entra ID, Windows Server platforms, virtualization, security, and infrastructure operations. The analyst will be responsible for identifying and remediating day-to-day infrastructure issues, supporting business-critical services, delivering infrastructure projects, and contributing to the overall infrastructure architecture and operational excellence strategy.

Requirements

What You'll Do:

Overall

1. Resolving incidents as assigned from the ITSM ticketing system (ServiceNow) within the prescribed SLA, ensuring prompt status updates are maintained.
2. Make recommendations for infrastructure improvements and changes, ensuring relevant testing and CAB approvals are completed.
3. Resolve major incidents outside core working hours when participating in on-call support.
4. Escalate incidents and problems to the Service Delivery Manager when required and ensure timely resolution.
5. Participate in disaster recovery testing, failover exercises, and business continuity planning activities.
6. Maintain operational documentation, technical standards, and knowledge base articles.
7. Support infrastructure modernization, automation, and cloud transformation initiatives.

Infrastructure & Cloud

1. Administration of Microsoft Azure services including Virtual Machines, Storage Accounts, Azure Networking, Azure SQL, Recovery Services Vaults, Monitoring, and App Services.
2. Administration of Microsoft Entra ID (Azure AD), including identity management, role-based access control, Conditional Access policies, MFA, and lifecycle management.
3. Administration and support of Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, PKI, and File Services.
4. Provision, maintain, upgrade, patch, and decommission infrastructure systems following company standards and security requirements.
5. Resolve alerts from infrastructure monitoring systems and proactively identify recurring issues and trends.
6. Undertake timely security patching activities to ensure infrastructure components remain free of vulnerabilities.
7. Coordinate infrastructure vulnerability assessments, penetration testing remediation activities, and security hardening initiatives.
8. Support virtualization platforms including VMware and Hyper-V environments.
9. Monitor infrastructure health, capacity, performance, and availability across cloud and on-premises environments.
10. Engage directly with application, security, and service delivery teams during incident investigations and remediation activities.
11. Develop and maintain automation solutions using PowerShell and Azure-native automation services.
12. Support delivery of IT-related projects and provide input into infrastructure architecture, cloud adoption, and operational best practices.
13. Produce and maintain technical documentation, implementation plans, operational procedures, and support runbooks.

Network (Supporting Function)

1. Support troubleshooting of network-related incidents impacting infrastructure services.
2. Maintain and support DNS services, VPN connectivity, and network dependencies required by business applications.
3. Review network monitoring alerts and collaborate with Network Engineering teams to resolve issues.
4. Assist with office infrastructure deployments and network-related project activities.
5. Support firewall, switch, and WAN-related troubleshooting where required.
6. Raise recommendations where network constraints may impact infrastructure performance or availability.

Communication

1. Communicate regularly with Service Delivery Managers and Service Delivery team members.
2. Ensure infrastructure documentation is maintained and updated regularly.
3. Provide input into monthly IT Services operational reporting.
4. Work closely with Security, Infrastructure, Application, and Vendor teams to support service delivery and continuous improvement.
5. Participate in technical knowledge sharing and mentoring activities within the wider IT team.

Who You Are:

Essential

1. Minimum 5-8 years of experience in a technical support role focused on infrastructure, cloud platforms, and enterprise systems administration.
2. Proven experience supporting Microsoft Azure IaaS and PaaS services.
3. Strong administration capabilities in Active Directory and Microsoft Entra ID (Azure AD).
4. Strong experience administering Windows Server environments.
5. Good working knowledge of Active Directory services, including reporting, auditing, Group Policy, DNS, and identity management.
6. Experience with virtualization technologies such as VMware or Hyper-V.
7. Experience managing enterprise backup, recovery, and disaster recovery solutions.
8. Experience in vulnerability management, security hardening, and infrastructure patching processes.
9. Experience investigating and resolving complex infrastructure and security incidents.
10. Experience supporting Microsoft 365 infrastructure and cloud-integrated services.
11. Experience producing and maintaining technical documentation, standard operating procedures, and implementation plans.
12. Experience using PowerShell for administration, automation, and reporting.
13. Resolving complex IT issues in a Tier 2-3 support capacity.
14. Strong analytical and troubleshooting skills across cloud and on-premises technologies.

Preferred

1. Azure Administrator Associate (AZ-104) certification.
2. Azure Security Engineer Associate (AZ-500) certification.
3. Experience with Microsoft Intune and Windows Autopilot.
4. Experience with Microsoft Defender and security management platforms.
5. Experience with Infrastructure as Code and automation technologies.
6. Knowledge of Information Security compliance standards (ISO27001).
7. Experience supporting hybrid cloud environments.
8. Experience working within a Project Management framework.
9. Experience dealing with third-party vendors and managed service providers.
10. Skilled in using scripting and automation tools, including PowerShell.
11. ITIL Foundation certification or above.
12. Proven analytical and problem-solving skills.
13. Strong documentation skills.
14. Organized, methodical, and self-motivated.
15. Strong analytical skills and attention to detail.
16. Ability to visualize and analyze problems affecting multiple systems and locations.
17. Takes initiative to proactively resolve issues within own remit and recognizes when escalation is required.
18. Uses own knowledge and experience to make sound judgments and assist others.
19. Considers the regional and global implications of decisions and changes.
20. Identifies and builds relationships across teams and regions.
21. Understands the need to work within project scope, timelines, and budget constraints.
22. Demonstrates strong communication and stakeholder management skills.