Senior Infrastructure Analyst

Salary: £28,131 to £29,762 with progression to £32,411 per annum

The Role

Over the last 18 months, we have reimagined the way we deliver our University IT Services, building a world-class IT department responsive to the needs of our global community. We’re growing significantly and we’ve created new opportunities and made changes to how we work. Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills.

This role provides second line support for services provided by the wider Infrastructure team and manages the NUIT data centres. The role acts as a subject matter expert (SME) for the area, as well as delivering excellent operational support and proactive measurement and monitoring of services. For this reason, the role requires the successful candidate to be onsite, full-time, to work with the Data Centre and Operations team.

The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include excellent pension; flexible working options; a minimum of 37 days holiday (including public holidays); discounted travel for the Metro and local bus services; and discounts for national retailers. You can find out more on our benefits web page.

We are committed to building and maintaining a fair and inclusive working environment and we would be happy to discuss arrangements for flexible and/or blended working.

Informal enquiries may be made to David Wall, Data Centre and Operations Manager, at David.Wall@newcastle.ac.uk.

Key Accountabilities

• To investigate raised issues related to our infrastructure and action an appropriate response, whether this is fixing the issue or escalating if unable to solve
• To regularly inspect our various data centres/server rooms and identify any potential issues. Issues can include replacing faulty parts, arranging third party repair workers to come on-site and proactively monitoring temperature, power, and hardware anomalies
• To create documentation for missing processes and keep the documents up to date
• To assist different teams with IT projects, this can include scripting, project overview advice, cloud computing and advice on hardware/software replacements
• To maintain up-to-date records for asset management systems, purchasing equipment and updating inventory
• Operate all necessary proactive and reactive measures in place to ensure service continuity and effectiveness
• Ensure any issues are escalated efficiently and ensure management is aware of any issues and the consequences thereof
• To assist senior management and other teams within NUIT and elsewhere in the University in the procurement of telephony related equipment and services
• Act as an infrastructure SME and use this knowledge to deliver excellence in operational support, project and change delivery and help in defining the future strategy • Understand the Technology Roadmap and assist in its implementation as directed
• Deliver any project or change related activity as part of wider NUIT or NU project teams as required
• Ensure that policies, standards, procedures and guidelines are followed
• Any other reasonable duties that fall within the scope of the post, as allocated by the line manager

The Person

Knowledge, Skills and Experience

• Technical background in our core technologies within the rest of the Infrastructure team including networking, telephony, server and o/s management, virtualisation and cloud technologies
• Experience of supporting and delivering Operations services in a complex and geographically diverse organisation including the management and operation of data centres
• Experience of working with third party vendors and delivering an effective service using their services
• Experience of helping to create roadmaps and deliver programmes to remove technical debt
• Interest in identifying and implementing new and innovative technologies to support customer needs, drive up quality and improve value
• A working knowledge of Cybersecurity processes and practices is essential
• Experience of working with multiple support and resolver groups across a wide variety of technologies
• Able to demonstrate focus on customer needs

Attributes and Behaviour

Team Working

• Encourages and facilitates collaboration, cooperation and results
• Inspires, motivates and guides more junior team members

Embracing Change

• Supports organisational change agents to improve maturity and practices, in support of University goals and strategy
• Mobilises themselves to support and enable change efforts

Finding Solutions

• Analyses situations quickly and effectively to determine the best way to deliver the required result
• Keeps their technical knowledge up to date and has a wider understanding of the technology landscape inside and outside their area

Delivering Services

• Sets and accomplishes challenging goals
• Defines standards in terms of doing what is appropriate and doing it well
• Leads by example in delivering high quality outcomes that they take responsibility for

Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff from all sectors of society. We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent. We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.

The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers, and is a member of the Euraxess initiative supporting researchers in Europe.