Senior Analyst

Overview

The Senior Analyst IT Infrastructure will be responsible for assisting with day-to-day IT support for local end-users while coordinating seamlessly with our global IT framework. Managing a highly technical environment of approximately 150 developers, 300 endpoints (mixed Mac and Windows), and corporate conference rooms, this role focuses on maintaining strict SLAs, elevating the customer service experience, and driving hands-on deskside support.

This is a 100% on-site, highly hands-on role designed for a professional capable of understanding complex infrastructure, working with global teams, managing asset lifecycles under local regulatory frameworks, and acting as the operational anchor for the site.

Responsibilities

• SLA & Ticket Management: Responsible for supporting all incidents and service requests within defined Service Level Agreements (SLAs), while assisting the Manager with escalations.
• Service Management Platforms: Fully understand, leverage, and demonstrate strong working knowledge of ServiceNow and Jira Service Management to track, manage, and optimize ticketing, customer-friendly support methods, and developer workflows.
• Asset & CMDB Governance: Own the local IT lifecycle from procurement to disposal. Ensure absolute integrity of the Configuration Management Database (CMDB) by meticulously tracking, auditing, and updating configurations and status changes for all local hardware and software assets.
• SEZ Regulatory Compliance: Direct and manage the movement of IT assets in strict accordance with Special Economic Zone (SEZ) regulations and STPI guidelines. Handle the end-to-end documentation for procurement, local clearances, and the formal bonding and de-bonding of infrastructure assets.
• Endpoint & Identity Governance: Execute operating system deployments, manage device compliance initiatives, and oversee identity/access management processes to ensure all local endpoints strictly align with global IT and security standards.
• Global Collaboration & Infrastructure: Partner seamlessly with IT infrastructure teams across the globe; maintain a deep understanding of corporate infrastructure architecture to ensure local systems align perfectly with global standards.
• Cross-Functional Engagement: Proactively interface with regional and global functional heads to understand local business needs, deliver technical solutions, maintain mutual expectation levels for service delivery, and manage customer satisfaction.
• Deskside & Platform Support: Provide consistent, expert-level delivery of team support services for software, hardware, and performance-related issues across a mixed environment of Microsoft Windows and Mac OSX personal computers, peripherals, and mobile devices (iOS/Android).
• AV & Collaboration Spaces: Take full hands-on ownership of corporate conference rooms, including the support of Video/Audio conferencing technologies and the physical/software integration of Shure products.Root Cause Analysis: Evaluate complex engineering issues and identify root-cause problems/solutions to prevent future service delivery quality issues.
• Global Project Support: Support the successful execution (on-time and within budget) of IT Infrastructure projects in the region, assisting with project planning and execution across varying Projects.
• Procedures & Documentation: Follow and execute internal procedures, ticketing, and escalation standards. Identify, recommend, and implement programs to advance user adoption, training, and knowledge management.

Qualifications

• Education: Bachelor’s degree or similar level education in Computer Science, Information Technology, or a related field.
• Experience: Minimum of 6 to 8 years of experience working in a technical infrastructure discipline (i.e. desktop support).
• Compliance & Systems Management: Direct, hands-on experience handling IT infrastructure tracking within an SEZ/STPI environment. Demonstrated experience managing device compliance, endpoint security policies, and modern identity/access management workflows (Okta or similar).
• Deployment Architecture: Proven experience handling enterprise operating system deployments (OSD) and automated provisioning tools for mixed environments (Windows & Mac).
• Engineering Alignment: Demonstrated experience providing IT service delivery and customer support in a technical, engineering, or software development center capacity.
• Technical Environment Mastery: Broad knowledge of personal computers and peripherals, latest Microsoft Windows and Mac OSX operating systems, Microsoft Office suites including Office 365, corporate Microsoft Active Directory, and Exchange environments.
• Network & Infrastructure: Solid foundational knowledge of enterprise voice and data networking (LAN/WAN) services.Core Soft Skills: Good English c