SIAM Infrastructure and Network Analyst Senior Analyst

Job Purpose

Responsible for the operational and strategic management of Network service providers and outsourcers. Specifically in relation to service delivery and performance management

(Global enterprise network environment).

Job Dimensions

Knowledge and Expertise

Minimum of 4 years experience in an enterprise network infrastructure support role (at Level 3) in an outsourced environment (perhaps having worked for an outsourcer).

Strong vendor and service management experience within an ITIL aligned environment.

Job Complexity

Varied & Diverse

Client Relationships / Communication Skills

Strong vendor and service management experience, good written and verbal communication.

·         Open and honest, communicating with others using appropriate language tone and approach which remaining courteous and professional always

·         Actively listens and respects others views which may be different to own. Understands need to accept these at times to achieve results needed

·         Is aware of the impact their personal communication style has on others, adapting this accordingly when dealing with customers, business partners and colleagues

·         Willing to challenge and speak up when needed and is clear when sharing reasons why. Is constructive when communicating these in a courteous manner

·         A friendly and approachable individual, keen to learn, question and challenge.

People Management and Strategic Impact

Senior analyst

Financial Impact

1 - No direct/indirect financial impact

Geographical Impact

All functions, All Business Units, 1 Country (India)

Principal Accountabilities

Delivery Management

·         Work with SIAM Team and Infrastructure Manager to develop SIAM function and its capability

·         Work with and develop an open and proactive relationship with key suppliers

·         Establish, implement and enforce network infrastructure management standards

·         Identify and work with strategic partners to address any lack of proactivity in service delivery

·         Contribute into technology stack roadmap

·         Act as point of escalation for service issues.

·         Participate in Incident, Problem and change management.

·         Support SIAM Infrastructure manager with Supplier review meetings.

·         Identify and registerservice risks and Issues.

·         Engage with business to identify and progress service requirements and new services

·         Actively monitor and drive Supplier OLAs, SLAs & KPIs and general performance

·         Contribute to supplier service reviews and track associated actions to conclusion

·         Monitor network operations to ensure that best practice is considered and followed in appropriately in a secure network environment in line with ISO27000 standards

·         Ensure that device and service monitoringacross the network infrastructure environment are appropriate and capableof supporting proactive support and administration of the network, enhancing availability and enabling effective proactive and reactive support.

·         Work cooperatively with all parties to provide capacity & performance advice and inputs to facilitate appropriate capacity management activity.

·         Participate in standardisation of existing global, end user service processes to ensure seamless and efficient services to JLT businesses

IT Business Analysis

·         Define, approve and audit supplier services as is necessary or required from time to time.

• Develop and support the release of Network Infrastructure related communications to regional and global business units

Procurement

·         Act as a consultant or initial point of contact for the business, in all network infrastructure matters, including (but not limited to):

a.        Selection and procurement of new network services, tools and infrastructure

b.       Upgrades of existing services, tools or infrastructure

• Responsible for collaboration with IT Infrastructure & Service Delivery in managing vendor relationships and contract reviews for outsourced services.
• Assisting the Supply Chain team with specifications, review and validation of supportability and scalability of Network systems
• Monitor and forecast upcoming levels of demand and pipeline for network services.

Project Management

·         Responsible for working with business units on current and future business objectives and the IT requirements needed to support these efforts

·         Responsible for assisting IT and the external business units during project execution.

·         Responsible for minimizing risk and exposure

·         Maintain documentation of completed project deliverables as required by audit authorities

Context

Operating Environment

JLT India is a wholly owned subsidiary of Jardine Lloyd Thompson group (JLT). The JLT group has two main lines of business Employee Benefits and Insurance Broking and has its presence through owned companies in over 36 countries and through a network its presence is in over 100 countries.

JLT IT Infrastructure Team is a technology support & services provider for JLT India is headed by Director - IT Infrastructure / CIO - IMEA

The India IT Team provides services to the organization in line with the India standards on service delivery, technology roadmap and information security.

Framework & Boundaries

·     ISO27001/9001, ITIL service delivery framework

·     Group Information security & technology framework

Relationships

Superiors

·       Day-to-day interactions with line manager (SIAM Infrastructure Manager) On BAU issues, escalations or reviews Day-to-day interactions with Reporting Managers for escalations or reviews

·       Monthly one-on-ones with line manager for performance

Others

Within the company:

·       Proactively cultivate and develop relationships with colleagues, vendors and outsource partners.

·       Positively communicate with all operations personnel to achieve positive outcomes for the business and team/function

·       Continuous interaction across the business on various projects and review meetings

Outside the company:

Vendors, industry peers, outsourcers

Person Specifications

Education

Essential: Any graduate degree

Desirable: Computer Science graduates preferred

Work Qualifications

Essential:

·         ITIL V3 Foundation certified

·         CCNA (Voice& Data)+

Desirable: CCIE

Experience

Essential:

This role would  suit an experienced and highly driven IT analyst, with strong knowledge of industry standard service management toolsets, looking to step into a more strategic role.

You will need to demonstrate the ability to build effective working relationships both internally and with 3rd party service providers, with confident and articulate presentation skills and high quality reporting skills. Lead in a governance role, by maintaining exacting standards and focus on Continual Service Improvements to processes and policies.

·         A Network Analyst, with more than 5 years relevant experience with 3 of the most recent years in a predominantly Cisco based environment.

·         Experience working in a an outsourced delivery environment (customer or vendor side)

·         Experience managing service provider or outsource vendor operations

·         Solid understanding of enterprise network infrastructure architectures

·         Solid troubleshooting experience in an enterprise network environment.

·         Ability to translate broad business requirements into technical solutions.

·         Experience defining and developing operating procedures and customer (user) processes     

·         Familiarity with network centric applications such as:

o     DNS

o    TACACS

o    RADIUS

o    Solarwinds

o    Cisco Prime

o    Other network monitoring and management tools

·         Experience with at least one of the following firewalls:

o    Cisco PIX

o    Juniper

o    Checkpoint

·         Experience working with Cisco Unified Communications Manager (CUCM)

·         Experience working with Cisco Unified Contact Centre (CallManager)

·         Experience of working with telco service providers to deliver WAN services

·         Experience capturing, documenting network configurations

·         Experience gained working as part of a significant network patching project

·         Experience gained working as part of a significant network refresh project

·         Experience and exposure to working in an ISO27000environment and the disciplines associated with it.

·         Experience / familiarity with ITIL V3 service delivery best practices.

·         Proficient user of Visio.

Desirable:

·         Some experience working with Netscaler load balancers

·         Some experience working with Websense

·         Some experience working with IDS/IPS and DLP technology

Knowledge

Essential:

·         A good understanding of Enterprise class networking

·         Solid experience with both Catalyst and Nexus series switched environments

Desirable:

§  Some experience of troubleshooting and reporting on Netflow data

§  Good understanding of network security

§  An understanding of VMware networking (virtual switching concepts)

Skills & Abilities

Essential:

·         Positive business outcomes focussed

·         Relationship building

·         Team spirited, but able to work on own initiative

·         A responsible and cohesive team player

·         Willing to own problems and drive to resolution

·         Well-disciplined and organised

·         Ability to manage multiple priorities

·         A confident and articulate communicator (both written and verbal)

·         Persuasion

·         Negotiation

·         Stakeholder management

Desirable:

·         An ability to manage technical activities (small non-complex projects)