Analyst

Job Description :

This position is responsible for Information Technology (IT) network systems and infrastructure; administers the operating systems, and assures system integrity, security and access, app support, updates, maintains network infrastructure and coordinates resources. Also, will have a range of responsibilities covering vendor management, end user walk-in support management and IT Governance and IT budget with great scope to take on more responsibility as the company continues to grow.

Dimensions:

This role will focus mainly supporting the overall IT operations for Diageo Business Services India office Bengaluru location

Purpose of role:

• Responsible for Integrating best practices, evolving technologies and Digital technology platforms such as traditional PC desktop/laptop technology, workspaceone thin client technology, VDI, SAAS, DAAS workspaces, office 365 and overall Enterprise Mobility as well as integrating end user devices into existing solutions.
• Responsible for the management of end user devices and EUC platforms.
• Responsible for creating/deploying, configuring, testing, maintaining, standardising, optimising and supporting the current build and other computer/desktop resources and software installation scripts plus associated documentation
• Responsible for the provision and management of the current Desktop Image build infrastructure (SCCM/workspace one), ensuring the environments updated regularly and all tools within are used effectively
• To audit desktop computing hardware and software and maintain accurate configuration data.
• Responsible for ensuring the security of mobile devices, such as mobile phones (Apple, Android and Windows) tablets and laptops, using Mobile Device Management and internal security systems. You will also be involved in the integration of Unified Communications Platforms including voice over IP, instant messaging and video conferencing. In addition, you will be providing escalated support when required
• Support IT Services Desk for End User Device related issues as well as mentor/guide the Service Desk Analysts the process of troubleshooting end user related issues following a formal process and providing detailed supporting documentation.
• To provide effective technical support and fault resolution with timely feedback to users, adhering to IT & Technical Resources Service Level Agreements.
• To produce and maintain resources for team such as KB article, user guides and other electronic materials as well as providing user training.
• To ensure endpoints are secured in line with security policies and other security procedures are followed, to maintain a workingknowledge of potential threats and to implement countermeasures.
• Supporting the Technology Manager in managing suppliers to ensure the business receives value for money and the service provided meets the SLAs put in place.
• Work closely with Infrastructure teams to ensure ongoing alignment towards the target architecture.
• Adhere to change management procedures when implanting change on systems.

Qualifications and Experience required:

• Excellent verbal and written communication skills enabling candidate to prepare and present recommendations to IS management.
• Ability to manage multiple projects/priorities concurrently to work under pressure to meet tight time commitments.
• Strong background in Desktop Virtualization: VMware vSphere, VMware Horizon, Citrix; Microsoft RDS
• Minimum 6 years of experience Windows Enterprise Administration, Win10, SCCM, AD/LDAP, office 365 & SharePoint.
• Minimum 4 years of Experience with Microsoft desktop operating system and Windows application deployment, configuration and management.
• Experience with configuring and deploying mobile device platforms (Android, iOS, Windows, etc.)
• Experience with Identity Access Management systems (VDM, OKTA, Ping, etc.) SAML auth.
• Experience of face-to-face VIPs support, strong interpersonal skills, proactive approach and attention to detail.
• Previous Windows/ Infrastructure Engineering experience (Win 7, Win 10, Win Server 2008, Win Server 2012, Win Server 2016, Exchange 2010, SCCM 2012).
• Strong working knowledge of user devices and best practices for managing user devices.
• ITSM tools experience (ServiceNow preferred).

Education & Technical Skills

• Engineering/Technology or related field.
• Goor to have – ITIL V3 certification.
• Good to have infrastructure experience (VDI, App-V, XenApp, Nutanix, OKTA ).
• Good to have MCSE certification.

Top accountabilities:

Strategic
a) Responsible for the Strategy and ownership and resolution of service issues involving production applications (e.g. network outages, failed applications, hardware failures) Coordinate functions between solution teams and service providers to ensure timely resolution of incidents.
b) Interface with solution teams to coordinate the implementation of new solutions and changes into assigned areas.

Operational
a) Ensure delivery of services as per business agreed SLAs.

b) Work with service providers to drive root cause analysis and the implementation of corrective and preventive measures.

c) Ensures process documentation playbook is kept up to date;

d) Identifies opportunities for improving the efficiency of the processes, driving automated and standardized solutions

Worker Type :

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