Senior Infrastructure Analyst

The Senior Infrastructure Analyst is responsible for infrastructure support for all facilities, to include support of physical IT equipment as well as systems.

Also, to facilitate system changes to meet the needs of personnel at this site while keeping a global view.

Ensure that on a global level, Libbey systems work together, and data is available when and where needed.

 RESPONSIBILITIES


* Respond to support inquires and incidents with existing systems


* Demonstrate experience with business systems and related processes following established guidelines, processes and procedures


* In addition to supporting existing systems, the Senior Analyst will be responsible for new solution design and development


* Serve as tier 2 end user services support


* Acts as a project resource periodically


* Manage incoming tickets.

Identify recurring incidents, use LEAN tools to determine root cause and recommend/implement permanent solution; recommend solutions that can enable the Service Desk to resolve issues at L1


* Participates in planning sessions with others to coordinate efforts and establish work priorities


* Alert management to emerging trends in incidents


* Conduct research and make recommendations on products, services, protocols, and standards in support of all infrastructure procurement and development efforts


* Participate in the development of IT strategies in collaboration with the infrastructure team.


* Design and implement solutions to ensure infrastructure capacity meets existing and future requirements.


* Prepare scope of work reports, and other documentation for infrastructure projects and associated efforts.


* Assist with the planning and deployment of infrastructure security measures


* Resolve advanced voice and data issues for multiple systems with minimal assistance


* Execute efficient course of action for resolution of multiple customer issues concurrently


* Determine, on an individual basis, when to involve vendors vs.

continue the troubleshooting process


* Be the “go to person” for all technical issues that cannot be resolved by others


* Facilitate working an issue to resolution, bringing together internal and external resources as necessary.


* Prioritize incidents and service requests according to defined processes to meet defined SLAs.


* Use remote tools and diagnostic utilities to aid in troubleshooting


* Research solutions through internal and external knowledge base as needed


* Identify and learn appropriate software and hardware used and supported by the organization


* Work closely with IT teams on infrastructure changes needed to support systems development


* Oversee installation, configuration and maintenance of wide area data and voice telecommunication networks


* Oversee installation, configuration and maintenance of all servers, routers, and switches


* Maintain an awareness of new and emerg...