Infrastructure & Network Analyst

What You'll Do:

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

Infrastructure & Cloud

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

Network (Supporting Function)

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

Communication

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