Senior IT Infrastructure Analyst

To maintain and improve the systems infrastructure to ensure all users experience minimum disruption to the online day whilst delivering continuous system improvements. To provide excellent customer service in relation to 2nd line support to all CLI staff in line with the agreed IS Managers service level agreements. Liaising regularly with stakeholders and business leaders and relying on strong analytical/Customer Service experience and attention to detail. Supporting the team in their development, ensuring that they have the knowledge and skills to deliver excellent service and solutions to customers. Ensure that the high quality standards of analysis/Customer Service and solution implementation are maintained, identifying training requirements where necessary. Key Accountabilities Perform 2nd line incident management on supported products and services. Provide 1st line support cover for the Helpdesk as and when required. Using combination of technical knowledge, analysis and skills with reference to procedures and guides, perform classification, initial support, investigation, diagnosis, resolution and recovery of incidents. Complete 75% First time resolution on Incidents and SR's. Assign incidents to appropriate 3rd line teams. Perform incident queue management procedures. Adhere to Quality Program guidelines during incident lifecycle. Collect trending information in support of Problem Management Process and provide to the Infrastructure Manager IoM. SAR Co-ordinator and I.S Security Admin for IoM systems. Raise tickets through Service Now were appropriate. Effectively manage your own workload and engagement to progress and deliver against Request for Service and Incident Objectives to agreed SLA's. Effectively engage with the Incident Management Process, resolving 2nd and occasional support issues. As detailed in the daily check lists, perform all required daily, weekly, monthly checks and raise incidents, or notifications to appropriate support teams Provide Out of Hours support and be part of the on-call rota throughout the year. Ensure any modifications to production environments are logged through change management. Participate in the annual Disaster Recovery test. Must be very much a team player & also able to work on their own. Ensure procedural documentation is kept up to date or created where necessary. If you are interested in this role, please apply via the below link: https://life-careers.com/canadalife/job/Douglas-Senior-IT-Infrastructure-Analyst/1122730301/