L3 IT System Analyst

Job Description L3 IT System Analyst

Location- Gurugram (Hybrid)

Experience- 8+ Years

Purpose of the job:

• Maintain the performance and reliability of the existing Windows Server estate and the hosted enterprise applications to agreed business service levels.
• Responsible for the 3rd line BAU support for the existing systems and new systems that are implemented by the project implementation team.
• Assist project implementation team with site surveys and on-site rollouts.

Key Responsibilities:

• Provide infrastructure support on all server and system related issues and maintain the existing infrastructure, investigate, and implement new technology; implement new services and fully manage existing platforms to agreed business service levels.
• Provide seamless post-implementation project BAU support to the business by managing and achieving contracted service levels and committed deadlines.
• Provide escalation support for Office 365 and Google G-Suite platform.
• Take lead in root cause analysis to avoid reoccurrence of the same / similar system and network issues.
• Manage and coordinate all IT assets to comply with the business and company standards/policies and procedures and ensure that software license compliance levels are adhered to by using the software inventory systems.
• Provide technical assistance to the Information Security and Risk team to help strengthen our cyber security defenses and reduce the number of threats and vulnerabilities.
• Provide knowledge sharing and training to the team and the junior members to ensure the professional handover of implemented projects.
• Working closely with all IT members / contractors / service providers to ensure a consistent approach is used for all IT projects and support issues.
• Prioritisation of tasks ensuring workload is managed and task conflicts resolved.
• Proactively identify process improvement opportunities and support continuous improvement initiatives under the direction of the Head of IT Service Delivery.
• Recommend and ensure that resilient solutions have been implemented to provide professional disaster recovery capabilities for our IT systems.
• Adhere to best working practices as defined by industry standards and HH Global policies.
• Recommend areas of improvement in existing IT systems including consolidation, centralization or additional initial investment that leads to long-term company savings.
• Ensure Knowledge Management Systems are always updated.
• Good interpersonal and client-handling skills with the ability to manage expectations and explain technical detail.
• Knowledge of cloud Domain tools 
• Dealing with and 
• Participating in a Patching Rota to check / patch servers where needed. 
• Dealing with PKI (Certification Administration, generating CSR’s and renewing Certificate using on prem and cloud solutions such as Digicert). 

Mandatory Knowledge, Skills & Experience:Must have at least 5 years proven hands-on technical BAU support experience in larger enterprise environments with demonstrable experience in a similar role ideally within digital marketing and creative production services sector.

• Strong understanding and working knowledge of Microsoft networks, including - but not limited to - Active Directory, Microsoft Exchange (On Prem – Hybrid Exchange Models), DNS, group policies; Knowledge of NTFS security, Routers, Firewalls, Switches, VPN devices; Wi-Fi technologies (Meraki); Citrix; VMware and Hyper-V infrastructure. PKI (Certification process, Generating CSR’s, Renewing certificates). 
• Extensive knowledge of Microsoft Windows Server 2008-2022 infrastructure ideally at MCSA/MCSE level. PowerShell scripting and automation skills desirable.
• Strong document and technical documentation skills
• Working knowledge of Microsoft Azure
• Knowledge and experience of hybrid O365 Exchange environment.
• Able to work to tight deadlines.
• Able to prioritize workload to meet SLAs for support tickets.
• Works with Technology Manager to identify and manage unplanned work in the current iteration.

Desirable Knowledge, Skills, and Experience

• Office 365 tenant consolidation/migration project BAU support experience
• Knowledge of DR Technologies (Zerto, vCenter SRM)
• Enterprise backup administration is desirable(Rubrik, NetBackup)

Qualifications / Desirable

• Azure AZ-104
• iTil-v4 F
• VCP
• MCSA/MCSE