Infrastructure Support Associate

**JOB DESCRIPTION** Role Background**:
Global Technology Infrastructure (GTI) is the technology infrastructure organization for the firm partnering with all lines of business delivering a broad range of high quality compute products including servers, storage, & networks via exceptional project execution in the most cost effective manner. The objective of GTI is to balance both business strategy and the centralized delivery of core standard products and services across the firm. GTI continued strategy is addressing the unique infrastructure requirements of specific lines of business and leveraging economies of scale across the firm.

The GTI EMEA organization is responsible for providing these services to all EMEA offices leveraging the global GTI plan, build and operate teams as appropriate.

As the GTI EMEA Locations Technology Engineering you will be accountable for the production environment of your location. You will follow the production management agenda, including major incidents, change management, operational initiatives. You will provide support to your clients and the infrastructure collaborating with your teammates and your peers from other locations and you will effectively escalate issues to existing GTI and LOB technology management teams. The role is fundamental in providing effective service delivery to your location.

**Role Description**:
The GTI EMEA Luxembourg Server Administrator is an Associate level role in the Technology Operations family and is responsible for key functions within the GTI EMEA regional management & wider Global Technology DRIVE. The role is based in the supported location and reports to the GTI EMEA Luxembourg Technology Leader. This role is intended to provide functions that deliver across a number of areas, including:

- Adhere to GTI Service Delivery and Technology Policies, Standards and Procedures
- Focus on meeting SLA across Incident, Problem, Change & Request Management processes
- Ensure key processes such as Asset and Media Management are thoroughly followed
- Ensure DC/MER/TR/Storeroom and in general all GTI spaces in the locations are always in good conditions, secured, cable managed and nothing is left out of place
- Provide Data Center support for maintenance, building, racking, unracking, connecting and decommissioning activities
- Provide Data Center access supervision
- Perform Database management and support activities
- Execution of infrastructure engineering activities such as design, implementation, monitoring, capacity planning
- Ensure escalating issues to the Technology Lead and to the relevant service owners, always let the management know about existing identified risks
- Partners with all peers in GTI EMEA locations for troubleshooting and also for delivering cross location initiatives
- Execution of the Global GTI Vulnerability Management lifecycle, including identification, reporting and remediation of vulnerability management issues
- Assist the Technology Lead in improving productivity resulting in increased cost effectiveness and value
- Ensure information controls, back-up and recovery strategies are in place across all environments
- Provide problem management support to problematic recurring incidents ensuring root cause analysis is conducted and corrective action plans are in place
- Ensure high quality support to the clients with professionalism and good communication, own the problems and educate the clients promoting self service tools
- Provide support coverage for the required timeframe in the location, ensuring on call support on a Rota basis if required
- Complete a high quality Control Self Assessments on a timely manner according to the CSA calendar using the given template
- Ensure all inventories are always up to date and reconciled
- Adherence to all processes, policies and procedures is fundamental to the role providing success to the business and production environment.

**Key Skills / Attributes / Work Experience**:

- Verbal and written English communication skills
- Strong client focus - ability to operate at prime customer contact level typically at operational level
- Ability to work in a multi-task environment, managing interruptions, prioritization and work pressure
- Ability to successfully promote technology self service culture and tools to the clients
- Demonstrate to have a risk-oriented mind-set, to always check and verify and challenge the status quo
- Proven experience working with culturally diverse and geographically distributed teams
- Analytical Thinking: identifying problems and proposing ways to mitigate the risk
- Strong development focus - train and improve skills
- Strong customer service skills

**Additional responsibilities will include**:

- Travel within region

**QUALIFICATIONS REQUIRED**:

- Bachelor's degree in technology related area preferred **OR**:

- 5+ years of related technology experience working with multiple technologies and complex, large scale, cross-functional project / p