Plan, design, develop and implement monitoring solutions for items such as: Unix, Windows and Citrix servers; ACDs/PBXs; storage and data archiving systems; routers, switches and firewalls; databases and various applications and application components.  Install, upgrade and enhance the monitoring applications and configurations.  Provide subject matter expertise around monitoring tools and technologies.  Provide project management for the deployment of Infrastructure projects.  Works with the business and IS to identify and implement monitoring solutions to address business needs.  Provide peer-level customer service and support.  Provide documentation of local customizations and application administration procedures.

Responsibilities

Role Specific Responsibilities

• Installs, configures, maintains, tunes and upgrades the hardware, operating system, and system applications of infrastructure environment.

• Evaluates system performance and reports to management.

• Assists in system disaster recovery assistance.

• Defines development tools and procedures for daily operational support.

• Supports application activities that require specialized system programming.

• Identify changes needed in the infrastructure configuration to achieve the technology organization goals

• Manage the implementation of technology and infrastructure changes, effectively communicating customer needs to the team

• Manage effective issue identification and resolution process; serve as the focal point for infrastructure-related issue / crisis resolution

• Identify opportunities to save costs and more effectively manage assets and escalate the opportunities

• Ensure communication of process and procedure changes to key stakeholders

• Support identification and collection of metrics and performance reporting processes

• Monitors delivery against SLAs and reports exceptions to management

• Participate in process improvement initiatives, when applicable

•  

Business Partnership

• Maintain contact with the business users to proactively identify needed changes

• Establish working relationships with technical, business and sourcing counterparts

• Participate in process improvement initiatives

 People Management

• Manage individual workload and deliver to agreed upon milestones

• Proactively promote consistent project-based performance measurement and skill development of junior staff

• Actively participate in HR performance measurement processes

• Demonstrate ability to work in team environment and help resolve issues

• Provide input to staffing plans at the project-level to identify key / required skills

Qualifications

• Experience deploying and administering an Enterprise Management solution

• College degree in related technical / business areas or equivalent work experience

• 5 to 7 years relevant work experience

• Understanding of the technology organization and / or business and technology

• Re-engineering / process improvement experience, leading and coaching quality improvement projects

• Strong change management skills; change agent

• Excellent problem solving / analytical skills and knowledge of analytical tools

• Excellent written and verbal communication skills

• Ability to create / define metrics that accurately reflects the current state of a given process

• Knowledge of ITIL

• Knowledge of SDLC

• Six Sigma, CMM and/or other relevant methodologies

The Infrastructure Analyst is NOT expected to know all of the skills at any given point in their career. The critical skills will depend on his/her current level and specific responsibilities within IS organization. Instead, this list includes typical skills that an Infrastructure Analyst may be required to demonstrate over the course of this role.

• Business Applications: Remedy Trouble Ticketing, Enterprise Management (HP, BMC, IBM)

• Call Center Technologies: ACD/PBX (Nortel, Norstar), CTI, IVR (Aspect), Outbound Dialers, Nice QA, Emperix, Aspect e-Workforce Management,

• Office Automation: Word, Excel, Outlook

• Planning & Design: Microsoft Project, Visio

• Software Engineering: SQL Plus, Perl, K Shell, C Shell, Web-based development (.NET)

• Information Risk Mgmt: Active Directory, Anti-virus technologies (MacAfee Suite , Norton Suite, Symantec Suite)

• Hardware: UNIX Servers (HP, IBM, Sun), Wintel Servers, EMC Storage, HP Storage, Veritas

• O/S & Network: HP/UX, Windows 2000/XP, Windows Server 2003, Citrix, TCP/IP, Telecom Trunking, Routers, Switches, Firewalls, CSU/DSUs, SNMP

• Standards & Methodology: ITIL, SDLC