Senior IT Infrastructure Manager

4 days ago

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

We are seeking a highly skilled and experienced Senior Service Delivery Analyst to join our team at Northern Marine. As a key member of our IT Department, you will be responsible for managing, supporting, maintaining, and upgrading our on-board IT infrastructure.

Key Responsibilities:
  • Provide remote support to vessels and crew, as well as on-board support when required.
  • Install, configure, and troubleshoot physical and virtual machines, laptops, printers, mobile devices, 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 and 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 by 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 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 is essential:
  • 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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