Senior Infrastructure Analyst

Libbey•Toledo, OH

1d•Onsite

About The Position

The Senior Infrastructure Analyst is responsible for infrastructure support for all facilities, to include support of physical IT equipment as well as systems. Also, to facilitate system changes to meet the needs of personnel at this site while keeping a global view. Ensure that on a global level, Libbey systems work together, and data is available when and where needed.

Requirements

Bachelor’s degree in computer science and/or information technology, or other comparable fields of study
5-6+ years of experience in network administration
Extensive application support experience (5-6+ years)
Hands on use of a range of diagnostic utilities for network and server infrastructure
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
Strong documentation skills
Off-hour support and on-call rotation weekends and after normal business hours
Ability to travel occasionally, 10% or less
Ability to work on premises (corporate office environments, manufacturing facility, distribution centers, etc.) 60-100% of the time
Business Knowledge - Associates in this role will require notable Libbey specific business knowledge
Ability to communicate technical information regarding the status of issues to I/T staff as well as internal customers in language worded appropriately for the audience
Communicate with internal and external customers with issues or concerns in a clear and concise manner appropriate to the audience
Ability to comprehend the subject matter and present ideas in a manner that influences others to accept the idea
Problem Solving/Troubleshooting – Proven ability to resolve challenging issues with minimal assistance. Must execute efficient course of action for resolution of multiple customer issues
Ability to significantly contribute to the troubleshooting effort of various issues at the same time
May be asked for recommendations for when to involve vendors vs. continue the internal troubleshooting process
Must possess wide-ranging awareness of Libbey’s infrastructure and adhere to and advise others on processes and procedures
Provide regular communication updates of statuses on issues
Initiate or contribute to timely root cause analysis
Multi-Tasking - Ability to engage in and contribute to several initiatives in a concurrent fashion. Work closely with all areas of IT to contribute to the planning and prioritizing of IT initiatives
Accountability - Must be able to follow directions and complete assigned tasks on time
Provide supervision, guidance and direction when appropriate (interns, suppliers, etc.).
Provide coaching and training
Provide cross-training opportunities
Work closely with other I/T teams
Work closely with management team at each Libbey facility to support I/T needs
Consistently adhere to and exhibit Libbey Values in all interactions with other Libbey associates

Responsibilities

Respond to support inquires and incidents with existing systems
Demonstrate experience with business systems and related processes following established guidelines, processes and procedures
In addition to supporting existing systems, the Senior Analyst will be responsible for new solution design and development
Serve as tier 2 end user services support
Acts as a project resource periodically
Manage incoming tickets. Identify recurring incidents, use LEAN tools to determine root cause and recommend/implement permanent solution; recommend solutions that can enable the Service Desk to resolve issues at L1
Participates in planning sessions with others to coordinate efforts and establish work priorities
Alert management to emerging trends in incidents
Conduct research and make recommendations on products, services, protocols, and standards in support of all infrastructure procurement and development efforts
Participate in the development of IT strategies in collaboration with the infrastructure team.
Design and implement solutions to ensure infrastructure capacity meets existing and future requirements.
Prepare scope of work reports, and other documentation for infrastructure projects and associated efforts.
Assist with the planning and deployment of infrastructure security measures
Resolve advanced voice and data issues for multiple systems with minimal assistance
Execute efficient course of action for resolution of multiple customer issues concurrently
Determine, on an individual basis, when to involve vendors vs. continue the troubleshooting process
Be the “go to person” for all technical issues that cannot be resolved by others
Facilitate working an issue to resolution, bringing together internal and external resources as necessary.
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Use remote tools and diagnostic utilities to aid in troubleshooting
Research solutions through internal and external knowledge base as needed
Identify and learn appropriate software and hardware used and supported by the organization
Work closely with IT teams on infrastructure changes needed to support systems development
Oversee installation, configuration and maintenance of wide area data and voice telecommunication networks
Oversee installation, configuration and maintenance of all servers, routers, and switches
Maintain an awareness of new and emerging communications technologies and advise management as to applicability
Recommend and maintain network diagnostic tools
Lead, influence and empower the organization to fulfill our purpose (living our legacy, shaping our future and winning as one)
Cultivate a diverse and inclusive culture where associates can thrive, make us better and fuel ideas/innovations to ensure our long-term success