IT Infrastructure Service Coordinator
Infrastructure Services Coordinator
Management and coordination of local and global IT Infrastructure projects
Management of local processes (e.g. the starter/leaver process)
Management of third party suppliers
Local data centre management
Support Infrastructure Budget Planning process
Manage escalation of incidents / problems / change requests if/as required, either with corporate IT service providers or locally
Support local root cause analysis in cooperation with service providers
Be the consultant for the local business in IT infrastructure end user matters. Provide guidance and advice in terms of processes and available technology
Performs project planning, scheduling, and implementation of small to medium projects, communicating closely to headquarters and the local business units (e.g. PC rollout, move projects, implementation of new technology).
Management of the starter/leaver process including inductions and continuous reviews. Having regular meetings with HR to drive the continuous improvement program.
Responsible for the onsite facilitation of service requests from providers, understanding the technical requirements and being able to perform technical tasks.
Support the Infrastructure Services Delivery Manager in managing the infrastructure budget, including capital expenditure planning and reporting. Assist the Asset Management function as required.
Escalation point for critical IT incidents that can’t get resolved by the regional service desk or that have a major impact on local business.
Be the consultant for the local business in terms of IT processes and new technology.
Ensure the local hardware lifecycle is managed properly and supporting systems are maintained accordingly.
Provide assistance to the Data Storage Operator and backup during periods of holiday and sickness.
Provide assistance to the IT Security Coordinator during periods of holiday and sickness
Manage suppliers and contracts, including negotiation of contracts, defining of service levels and management of delivery of third party services.
Documentation of local processes and procedures.
Ensure customer satisfaction by proactive, customer oriented management of infrastructure services. This includes active promotion (with other Business Services teams) of new/changed infrastructure offerings to customers.
The ideal candidate will have the following skills & attributes:
An individual with a technical understanding of networking/IT components, an awareness of patching/VLANs/ESX host. The technical side is automated so the key is understanding concepts and how they fit together. They will need to merge the technical and business needs. In terms of personality, we are looking for someone who is really customer facing
Project management skills
Good communication and facilitation skills
ITIL knowledge (Foundation level)
Technical knowledge of the following:
Remote working technologies (Citrix, VPN, etc.)
Basic network knowledge
Mobile phones (iPhone)
Experience in Data Centre Operation (Network, Storage, Server, Backup, Monitoring, Security)
Technical documentation skills
Experience of working in an international service environment with corporate IT
Basic knowledge of Insurance Markets would be desirable
Experience of license management
Management of account lifecycle processes
End user support experience
Degree or diploma
Technical certification (e.g. MCSE or MCITP)
Project Management Certification (Prince 2 or PMI/PMP)
ITIL Foundation Certificate