IT Infrastructure Services Analyst

Florida Crystals / ASR Group•West Palm Beach, FL

4d•Onsite

About The Position

As the IT Infrastructure Services Analyst, your primary role will be to support the IT Infrastructure Services Lead in managing the day-to-day delivery and performance of Florida Crystals' outsourced infrastructure services provided by Tata Consultancy Services (TCS). This role serves as the primary internal point of contact for infrastructure tickets and requests related to cloud services, end-user computing, network, collaboration, and the Microsoft platform. The Analyst ensures that TCS-delivered work meets contracted SLAs, adheres to Florida Crystals standards, and provides a high-quality experience for business users across all company locations globally. The Analyst collaborates closely with the Infrastructure Services Lead, TCS delivery managers, Service Management, Cybersecurity, and other IT functional towers to maintain stable, auditable, and continuously improving infrastructure operations.

Requirements

3-5 years of experience in IT infrastructure operations, service management, or vendor coordination.
Hands-on experience working with an outsourced or managed service provider (TCS, Infosys, Wipro, HCL, Cognizant, or similar) in an infrastructure context.
Working knowledge of ITIL processes (incident, request, change, problem, knowledge) and hands-on experience with ServiceNow or a comparable ITSM platform.
Practical experience with the Microsoft ecosystem: Microsoft 365, Entra ID / Active Directory, Intune, Exchange Online, Teams, SharePoint, and OneDrive.
Exposure to at least one public cloud platform (Microsoft Azure preferred; AWS or GCP acceptable), including basic administration and cost/consumption reporting.
Familiarity with enterprise networking concepts (LAN, WAN, SD-WAN, Wi-Fi, VPN, firewalls) and end user compute services (Windows imaging, VDI, MDM).
Strong written and verbal communication skills, including the ability to translate between business users and technical delivery teams.
Demonstrated ability to manage multiple concurrent tickets, requests, and small projects in a fast-paced environment.
Strong analytical and problem-solving skills with attention to detail on SLA, quality, and financial data.
Experience coordinating work with an outsourced infrastructure provider and holding them accountable to SLAs and quality standards.
Working knowledge of on-prem and cloud infrastructure, including servers, storage, backup, and identity.
Understanding of network, voice, and data infrastructure concepts sufficient to triage and route issues correctly.
Familiarity with public and private cloud service models, particularly Microsoft Azure.
Ability to make sound day-to-day operational decisions using established standards, and to escalate appropriately when precedent is unclear.
Demonstrated skills collaborating closely with vendors and holding them accountable through data and evidence.
Comfortable working in ticketing, reporting, and dashboard tools; basic scripting or automation experience (PowerShell, Python, or similar) is a plus.
Must demonstrate excellent technical, service, communication (verbal and written) and interpersonal skills with all levels of the organization in an organized, professional manner and with awareness of its effect on others.
Ability to identify problems and evaluate options; uses logic and reasoning to weigh strengths and weaknesses of alternative solutions.
Effectively prioritizes tasks and plans work across multiple parallel demands.
Establishes effective working relationships with members inside and outside the organization, including offshore delivery teams.
Demonstrated problem-solving skills and a continuous improvement mindset.
Knowledge of IT governance, security, and operations fundamentals.

Nice To Haves

Certifications preferred: ITIL 4 Foundation, Microsoft 365 Certified: Fundamentals (MS-900) or Modern Desktop Administrator (MD-102), Microsoft Certified: Azure Fundamentals (AZ-900) or Azure Administrator (AZ-104), Cisco CCNA, and/or ServiceNow Certified System Administrator (CSA).

Responsibilities

Serve as the day-to-day operational liaison to TCS for infrastructure incidents, service requests, problems, and changes.
Monitor the TCS infrastructure ticket queue in ServiceNow (or equivalent ITSM tool), ensuring tickets are properly categorized, assigned, prioritized, and resolved within SLA.
Triage escalations from the Service Desk and business users; route to the correct TCS tower (cloud, end user compute, network, Microsoft, collaboration, hosting) and drive to resolution.
Review TCS ticket quality daily, including resolution notes, root cause coding, customer communication, and closure accuracy.
Track and report on TCS SLA performance, aging tickets, backlog, and repeat incidents; prepare weekly and monthly operational reports for the Infrastructure Services Lead.
Participate in TCS operational reviews, service reviews, and monthly QBRs; capture action items and follow through to closure.
Validate TCS invoices, resource units, and out-of-scope requests against contracted service catalog and rate card; flag anomalies to the Infrastructure Services Lead.
Coordinate TCS support activities for Microsoft Azure and other cloud services, including VM provisioning, storage, backup, patching, and cost/utilization monitoring.
Track cloud consumption and chargeback data; help identify optimization and rightsizing opportunities.
Oversee TCS-delivered end user compute services: laptop and desktop provisioning, imaging, refresh, VDI, mobile device management (Intune), and hardware asset lifecycle.
Ensure end user compute standards, images, and configurations remain current and consistently applied by TCS.
Coordinate TCS delivery for LAN, WAN, SD-WAN, Wi-Fi, VPN, and firewall support activities, including site connectivity issues and change requests.
Support network incident and problem management, including bridge participation, documentation, and post-incident reviews.
Coordinate TCS support for the Microsoft platform, including Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Entra ID (Azure AD), Active Directory, Intune, and endpoint security tooling.
Manage routine Microsoft administrative requests (mailbox, distribution list, Teams, license, group, and access requests) delivered by TCS, ensuring adherence to standards and security controls.
Review and approve/reject TCS-submitted infrastructure change requests within delegated authority; escalate higher-risk changes to the Infrastructure Services Lead.
Drive problem management for recurring infrastructure issues, partnering with TCS on root cause analysis and permanent fixes.
Maintain infrastructure runbooks, knowledge base articles, standard operating procedures, and CMDB accuracy in partnership with TCS.
Support small-to-medium infrastructure projects and transitions delivered by TCS, tracking milestones, dependencies, and readiness for go-live.
Identify automation and continuous improvement opportunities within TCS-delivered services and help implement them.
Support compliance, audit, and cybersecurity requests requiring infrastructure evidence (patching, backups, access reviews, configuration baselines).
Assist the Infrastructure Services Lead with purchase orders, invoices, and payments for infrastructure vendors and TCS pass-through spend.
Maintain accurate records of infrastructure assets, licenses, and contracts in coordination with IT Asset Management.