The Server Analyst II is an integral part of the Americas Server Center of Expertise team and is responsible for the infrastructure scope within the server domain.
Providing solutions and support to all Amcor locations in the Americas while also supporting locations globally where needed.
As part of the scope handled by the Analyst II, the principle accountability of the job is to manage all or a part of the following :
Co-ordination and implementation of agreed and approved solutions across the Business Groups in a timely and cost-effective manner
Work closely with IT personnel both at a regional and local level to promote appropriate solutions to business problems
To develop, maintain and enforce standards across all Business Groups and prepare presentations to substantiate the need for these guidelines where appropriate.
Evaluation of service providers in all aspects of the projects that require external resource to implement
To leverage new functionality from existing systems to improve reliability and the features / functions available to the business and develop a business case and implementation plan
To manage the server, backup and storage environment
The above list is not exhaustive but represents the main responsibilities expected of the role holder. In addition to the above the role holder will be expected to undertake all reasonable tasks as requested.
2. Job Dimensions
There are three major dimensions to this position :
Change management ability : Good communication and training skills. Ability to translate technical jargon into a user-friendly language.
Technical skills : experience with management of core server infrastructure services, storage,. Good understanding ofnetwork, Active Directory and collaboration.
Ability to handle critical issues in a timely manner.
Project management : past project management experiences that have demonstrated the ability to lead a small project from beginning to end in an autonomous way.
3. Principal Accountabilities
Management of tickets assigned to server support in the Americas, to ensure an effective level of support.
Be a key player of the regional IT Operations team to ensure a stable and efficient server environment.
Responsible for the implementation, configuration, management and monitoring of server infrastructure.
Setup of standardized systems monitoring across all Americas sites
Diagnose and troubleshoot server related issues.
Provide 3rd level support and act as subject matter expert, providing recommendations in areas of server, backup and storage.
Collaborate and work closely with other members of the IT Operations team.
Plan, manage and participate in local and regional infrastructure projects.
Adhere to Infrastructure Service Delivery methodologies and Enterprise Architecture global standards.
Management of general server and workstation related documentation and knowledge base.
The above list is not exhaustive but represents the main accountabilities expected of the role holder. In addition to the above the role holder will be expected to undertake all reasonable tasks as requested.
4. Major challenges & complexities
The ability to prioritize requests and manage time efficiently can be challenging. Multi-tasking is an everyday occurrence and requires total commitment to the tasks at hand.
Must be flexible and willing to take the extra step to ensure customer satisfaction.
Customer service excellence is a key element of this position and so it is imperative that professionalism is always maintained, and standards are not compromised.
List the titles of individuals, departments and organisations with which the job has the most frequent contact. This should include contacts both inside and outside the organisation.
Amcor Group IT global and regional teams
Business Group IT Teams / management
Amcor Co-workers (End-users)
3rd Party Vendors (hardware, software, services, and IT contractors for site support)
Amcor business partners and clients
6. Qualifications / Requirements
6.1 Formal Qualifications and Experience
Bachelor’s degree in computer science or equivalent experience / studies
Minimum of 5 years experience in a technical IT Environment
Microsoft Certifications such as MCSE is preferred
ITIL certificate will be advantageous
6.2 Knowledge / Skills / Abilities / Behaviours (please also refer to the core competencies reflected in the Amcor Leadership Framework overleaf, in addition to defining any key technical skills or other key attributes specific for this position)
Good knowledge of infrastructure subjects, technological trends and innovation
Strong knowledge of server infrastructure solutions
o Virtual Environments (VMware ESXi 5.5 and greater, Hyper-V, XenServer)
o Storage (DAS, NAS, SAN)
o Backup (Veeam, Avamar)
o Software distribution platforms (SCCM, RCA)
o Anti-Virus solutions (Symantec)
o Terminal Server, RDS, Citrix
o Server 2008, 2012, 2016, 2019, Windows 7, Windows 10 operating systems
o Active Directory, GPOs
Solid hands-on experience within an environment running Wintel, Microsoft management solutions
Good understanding of systems monitoring and experience in setting up monitoring tools
Good understanding of cloud hosting platforms (Azure, AWS, Google Cloud) and hands on experience in setting up cloud-hosted services
Technical background in automating tasks, programming or scripting will be beneficial
OS image management, design & configuration advantageous
Basic understanding of application packaging will be beneficial
Experience in project management
Ability to work under pressure in a high throughput business environment
Excellent organization skills; able to plan, organize and prioritize workload
Excellent communication skills with the ability to communicate at all levels in English
Willingness to learn and be adaptable to the changing requirements of the job
Good attention to detail
Required Amcor Leadership Framework competencies :
o Customer Focus
o Learning on the Fly
o Functional / Technical Skills
o Priority Setting
7. Duration of employment
Full time permanent
8. Other Information
Ability to work in a remote team with high degree of self sufficiency
Travel within the Americas may be required
Disclaimer : The above information on this description has been designed to include the general nature and level of work performed by employees within this classification.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.