Job Description

Job Title: IT Infrastructure Analyst 

Job Location: Irving-USA-75039 

Work Location Type: On-Site 

Salary Range: $47,559.00 - 59,098.00

About us

Role Purpose Statement

Manage the 2nd level interface and escalations from the business of all IT Infrastructure incidents between the outsourcing provider for the IT infrastructure by monitoring ticket and e-mail queues. Provide desk side services for LSG NAM HQ employees for IT Infrastructure incidents and the on-boarding of new employees for HQ and field locations. the compliance with Service Level Agreements and to be responsible for the fulfillment of internal IT infrastructure requirements for a specific or multiple “towers” in accordance with planned strategies, given timelines, and budget. “Tower” is defined as (EWP, WAN & Communication, Data Center & IT Security)

Main Accountabilities

IT Infrastructure
 Manage the vendor and user relationship with the IT outsourcing provider for rapid incident response. 
 Ensure that the vendor has the required information to resolve incidents. Assist users in providing the required information to the vendor and coordinate the availability of both the user and vendor to resolve incidents.
 Coordinate, plan, prioritize, and monitor all IT Infrastructure incidents and determine and notify the correct group responsible for resolving the incidents
 In the “towers” of responsibility, monitor and report the performance quality according to Service Level Agreement which provides proper operations of all corresponding functionalities as agreed to be delivered 
 Provide a centralized communication channel by specific “tower” between internal and external key interfaces 
 Cooperatively support the outsourcing provider by defining and maintaining appropriate documented processes in the “tower” of responsibility
 Represent and support the Internal organization in outsourcing issues and coordinate resolution of local issues with the outsourcing provider in each “tower” of responsibility
 Understand and participate in the IT infrastructure operations regarding the electronic data processing center, desktop services, network technology, telecommunications, and security

Leadership
 Model corporate values and participate as required in groups, initiatives and advisory bodies
 Proactively support other departments and functions as the Subject Matter Expert

Knowledge, Skills and Experience

 Bachelor’s degree or equivalent experience in IT related field required
 Three to five years of professional experience in IT Infrastructure management
 Advanced IT infrastructure experience 
 Superior Infrastructure Technology Infrastructure Library (ITIL) knowledge
 Contract and Vendor Relationship Management experience a plus
 Incident Management, Service Desk Management, & Change Management experience a plus
 Excellent Customer and Relationship Management skills & Conflict Resolution and Negotiations experience

LSG Sky Chefs is an EEO and Affirmative Action Employer of Women/Minorities/Veterans/Individuals with Disabilities.

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