Senior Infrastructure Analyst

Key Responsibilities

• Manage and maintain IT infrastructure systems, including servers, storage,

networks and cloud platforms.

• Lead infrastructure projects from planning through to execution, ensuring

alignment with business needs.

• Monitor system performance, implement improvements and ensure compliance

with security policies.

• Provide advanced technical support for critical incidents and problems.
• Collaborate with business units, the wider Group Technology Services (GTS)

team and external vendors to support business-critical applications and deliver
effective solutions.

• Develop and maintain strong vendor relationships, negotiating contracts to

ensure cost-effective and reliable services.

IT Infrastructure & Operations

• Oversee and maintain infrastructure availability, performance and disaster

recovery capabilities.

• Manage configuration, maintenance, patching, backup and capacity planning

across systems.

• Ensure adherence to ITIL processes for change, incident and problem

management.

• Drive automation and optimisation initiatives to improve efficiency and reduce

costs.

• Develop, maintain and increase the internal IT documentation and knowledge

base.

• Oversee ongoing hardware and software asset management and lifecycle

process and maintain the asset management system.

Service Delivery & User Support

• Maintain the trusted partner status of the GTS department.
• Lead the Taiwan Helpdesk & Infrastructure team, ensuring a high-quality end-

user support experience.

• Act as an escalation point for complex issues and requests.
• Maintain a culture of excellent customer service, accountability and continuous

improvement.

• Provide end-user workshops, training and guidance as required.

Governance, Compliance & Budget

• Oversee and complete vulnerability management and remediation tasks.
• Support the business in achieving compliance with industry-specific or

internationally recognised standards.

• Support the annual IT budgeting process.