Infrastructure Support Analyst

A bit about the role

This role will assist in the provision of 3^rd Line support services for all infrastructure, ensuring delivery of SLAs to the Selfridges and assisting in technical delivery of projects.

The Infrastructure Support Team is responsible for providing back office infrastructure support to the entire business. The team will work closely with the Service Desk and application support teams to provide second and third line operational support and to ensure timely and efficient resolution of service requests, issues, and incidents.

As the Infrastructure Support Analyst, you will:

• Ensure the day to day operational tasks that are necessary to provide a stable and robust environment are performed
• Work closely with external support vendors/suppliers and professional services groups as needed to resolve issues, upgrade or implement solutions
• Effective ownership and communication of open service impacting issues to operations and Information Services teams
• Continue learning and training, keeping abreast of developments and innovation within their field
• Evaluate possible technical options, exploiting available technologies within the business and outside while ensuring consistency with current technical design while being cognisant of cost and time implications
• Develop and test new technical functionality from specifications in accordance with technical and development standards and procedures to meet agreed estimates to complete
• Provide support and coaching as required to other team members less experienced in the nominated technical and / or functional areas
• Implement the effective and timely transfer of support issues from 2nd line to 1st line as appropriate
• Assist in the effective management of supplier service reviews and improvement initiatives
• Identify trends and root cause in driving improvements or upgrades as necessary
• Control the acceptance and implication of new or changed technical functionality into the production environment
• Delivery of own performance against SLA, attaining agreed metrics for all services
• Participation in IT projects and ensure capability to support changes post go live
• Participation in all areas of ITIL processes, both reactive and proactive, to ensure a seamless service
• Compliance with business and IS quality management, risk management, security policies and procedures
• Participating in disaster recovery activities as required
• Performing capacity management and availability management activities for all platforms
• The role will involve working Out of Hours, Weekends and Bank Holidays when required, but primarily the role is a 9 to 5:30 Monday to Friday
• The role also requires to be on be On-call for 1 week to cover out of hours escalations, this is shared through the team on a rota basis

A bit about you

• Excellent understanding of service delivery processes
• Experience of server hardware configuration and setup
• Minimum 2 years experience in a similar role Proven track record of managing third parties
• Operational support experience
• Vendor / Supplier Management
• ITIL awareness
• Strong Customer Service Skills
• Infrastructure support experience (essential)
• Process and Procedure experience (development and implementation)
• Experience of operating with a high level of autonomy and the ability to manage others to ensure delivery to agreed timescales, with a focus on resolution of support issues in a timely manner

Technical Skills:

• Knowledge of ITIL v3 and experience of working in an ITIL environment
• Experience of working in a fast paced and creative retail environment
• Essential Product Knowledge:
• Cisco LAN switches
• Networking Skills including TCP/IP, switches, patching, VPN’s etc.
• WAN configuration MPLS
• Firewall technology’s such as Dell SonicWall/Palo Alto/FortiGate
• Wireless Infrastructure Motorola/Cisco/Aruba
• VMware vSphere
• Windows Server administration
• MS SCCM administration
• MS Office & 365
• Active Directory
• Lotus Notes & Exchange
• Windows 10 Client
• Microsoft System Center Configuration Management Tools - SCCM
• PC hardware, peripheral commissioning and setup
• Experience of ITSM call logging application
• Remote control and remote access product sets
• Storage Solutions
• Mobile technology MDM Management
• Experience working in Azure / AWS (Preferred)
• Experience of Oracle Technologies and OCI Cloud

Desirable Product Knowledge:

• CommVault Backup
• General knowledge of Windows applications
• Apple Mac familiarity
• Security Tools Mimecast, Crowdstrike and Phis Me

Personal Attributes/ Behavioural Skills:

• Skilled in problem diagnosis and resolution
• Excellent communication and interpersonal skills
• Customer focused
• Good planning and organisation skills;
• Strong sense of ownership and ability to follow tasks through to completion
• Good understanding of Operational principles
• Broad functional and process knowledge
• Strong analytical skills and decision-making skills
• Excellent planning and organisation skills
• Excellent business writing, presentation and facilitation skills
• Logical Approach to Problem Solving

A bit about us

Our Creative Spirit 

We are more than a shop. We are a social space where culture and commerce collide to release an energy that we call the Selfridges spirit. We are here to make our world brighter, and everyone is welcome. 

Our Awards Cabinet 

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign.  

Our Future 

Since 1909 we have been at the forefront of retail and today our stores in London, Manchester and Birmingham – alongside selfridges.com and the Selfridges App – continue to redefine the way we shop and socialise. As a Selfridges team member, you will learn what it takes to consistently drive innovation, success and amazing customer experiences. 

Everyone is welcome

We are committed to a diverse and inclusive working culture, and we see this as key to our success and our working culture. Here at Selfridges, everyone is welcome - irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all. We are diverse, we are inclusive, we are Selfridges.

The Fun Stuff  

There are lots of reasons to be excited about joining Team Selfridges – from our fantastic team member communities to volunteer days and behind-the-scenes Selfridges experiences throughout the year. 

Other benefits and rewards include:

• Generous bonus and/or commission scheme 
• Discounted gym memberships 
• Pension contributions  
• Annual travel pass and cycle to work schemes 
• A volunteer day for all team members 
• Access to a wide range of training programmes to help your career development