IT Infrastructure Manager - Gryphon Group : Job Details

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About ZEDRAWe are a global powerhouse providing Corporate & Global Expansion, Active Wealth, Pension & Incentive services, and Fund solutions, all aligned under one common goal: to DO MORE so our clients and our people can ACHIEVE MORE.

We believe in taking care of our people and in serving our clients with reliability, agility, and creativity while adhering to principles of fairness, sustainability, and inclusivity. These values underpin everything we do – and we believe, set us apart from our peers.

Above all else, we value our people and our clients' success.

Since our origination, we have been cultivating a work environment that attracts and retains the very best talent in the industry.

We actively embrace entrepreneurialism and encourage our people to see beyond their specific role and participate in a wide range of opportunities as they see fit.

Purpose of RoleThe IT Infrastructure Manager will be responsible for maintaining the infrastructure systems and participating in Infrastructure Projects while supporting the IT ServiceDesk Team with escalated L3 Incidents. You will plan, design, build, maintain, and support technical systems. M&A projects activities will include - reverse engineering, migration, and integration of existing environments onto ZEDRA's Infrastructure in the most efficient way.

The IT Infrastructure Manager is responsible for the planning, implementation, maintenance, and ongoing development of the organization's infrastructure systems. This role includes leading infrastructure projects, ensuring the reliability, security, and performance of core systems, and providing expert-level support for escalated third-line incidents. The Infrastructure Manager will work closely with the IT Service Desk and wider technical teams to ensure the smooth operation and scalability of the IT environment.

Key Accountabilities

• Provide 3rd line technical support
• Identify problematic areas and implement strategic solutions in time with Senior IT management team
• Actively support the Continuous Improvement Plan to generally improve infrastructure
• Direct bridge between Engineering team and the Service Delivery team
• Build detailed documentation of systems implemented in our Knowledgebase
• Resolve complex technical incidents on infrastructure systems
• All-round experience of takeover with existing systems
• Pro-active real-time monitoring of IT systems using PRTG, ControlUp, and ZEDRA's SIEM solution.
• Preventive Infrastructure Resource Planning
• Creating new Infrastructure operational tasks for both engineers and IT Service Delivery team
• Expansion of backup, monitoring, and update of the Systems
• End of month reoccurring out of hour patch management
• Participating in out of hour IT migration/upgrade projects
• Design, develop, implement, and coordinate systems, policies, and procedures
• Ensure maximum uptime of the systems by escalating in time to Systems Engineers
• Ensure security of data, network, and backup systems using preventive maintenance tasks and incoming tickets.
• Orchestrating of Service Delivery. Managing and monitoring agreed SLAs, and providing timely reporting to management.
• Build and provide IT management reports and Inter group customer reports.
• Working with Senior IT management to ensure the ITSM within the business follows global standards according to ISO27001 and ITLv4 standards.
• Coordination and support of IT Engineers and on-time completion of operational tasks with proven evidence
• Act as escalation point within the team
• Management of asset register; ensure all ZEDRA groups hardware is recorded and managed.
• Monitoring alerting and escalating to the engineering team when required

Knowledge And Experience

Professional Experience

• 5+ years experience in this role.
• Knowledge with business-facing incident management
• Experience in Financial Services and/or banking industries is preferred
• Experience with remote management and collaboration with team members in different regions/time zones
• Experience with Merger and Acquisitions would be advantageous

Technical Experience

• Experience with ITSM solutions (preferably Manage Engine ServiceDesk Plus)
• Citrix DaaS configuration and deployment (and/or similar technologies such as VMware Horizon)
• Understanding of industry security best practices (example: Encryption / Data leakage / Phishing / Pen testing)
• High level of expertise in Microsoft Azure & Microsoft 365 administration and configuration
• Mobile Device Management system experience (such as Intune, MobileIron)
• Comprehensive knowledge of diverse backup technologies
• Printer installation, configuration, and Management
• Knowledge of monitoring systems such as PTRG or ControlUp
• Proven skills with Active Directory including but not limited to User administration, Site Services, Hybrid replication, and Group policy object management
• Remote support assistance on non-managed devices (BYOD)
• Email management system experience
• Microsoft SQL Database administration skills
• Storage experience such as SAN or NAS
• Hosting troubleshooting (DNS/MX/CNAME/A records)
• Expert Networking knowledge in LAN, WAN, SDWAN

Personal Attributes

The successful candidate will be flexible and professional when working under time-driven pressures and will have good prioritization and time management skills. The candidate will be able to deliver results without compromising on quality and accuracy. They will be a strong team player, self-motivated, and focused on exceeding targets and goals.