Senior IT Infrastructure Manager

1 month ago


Glasgow, Glasgow City, United Kingdom Northern Marine Full time
Job Title: Senior Service Delivery Analyst

About the Role:

The Senior Service Delivery Analyst will play a key role in the IT Department, responsible for managing, supporting, maintaining, and upgrading the on-board IT infrastructure of the Northern Marine fleet. This position offers development in IT knowledge and communication skills in a multicultural environment.

Key Responsibilities:
  • Provide remote support to vessels, crew, and on-board support when needed
  • Install, configure, and troubleshoot physical/virtual machines, laptops, printers, mobiles, tablets, storage systems, and network devices
  • Participate in the design and implementation of our vessels' IT infrastructure
  • Monitor performance and ensure system availability and reliability
  • Perform system and network updates/upgrades
  • Maintain IT security and backup solutions
  • Liaise with vendors, email providers, and other IT personnel for problem resolution or new tasks
  • Incident Management – review vessel support line queue and ensure tickets are owned and managed to resolution with focus on meeting SLAs
  • Travel to vessels to perform vessel refresh/Service Transition of new vessels into management
  • Assist with the creation of knowledge base articles for consumption of both service delivery colleagues and end users
  • Highlighting Continuous Service Improvements (CSIPs) to the Service Delivery Team Leader
  • Collaborate with stakeholders and application owners in the business to improve user awareness and knowledge of any new processes or procedures
  • Supervise/Mentor Service Delivery analysts when required
  • Undertake other tasks relevant to the position
  • Attend meetings where Vessel Support involvement is required (Major Incident/Change/Project Updates)
  • Comply with Incident/Change/Problem Management procedures to establish standardised delivery of service
Candidate Essential Criteria:
  • HNC/HND or equivalent experience
  • Sustainable experience in a commercial, high volume ticket environment preferably within an IT Vessel Support environment, but not essential
  • Excellent problem-solving skills
  • Excellent communication skills
Experience in the Following:
  • Networking (DHCP/DNS/VLAN/Routing) and Hardware Support
  • Mobile Device, Thin Client, Desktop & Printer Hardware support
  • Windows 7 & Windows 10 – Installation/Configuration/Support
  • Windows Server Technologies
  • Synology
  • SCALE
  • Hyper-V
  • Antivirus
  • Active Directory Administration
  • Microsoft Exchange Experience
  • Azure - Fundamentals
  • MDM Administration - InTune
  • Office 365 Admin
  • VPN/Remote Access Support
  • SCCM
  • Familiarisation with using ITSM tools (Fresh Service)


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