Functional Analyst, Site Support

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Position overview:

Provide IT Support, responding to end user inquiries and troubleshoot issues promptly and efficiently. Responsible for overseeing the implementation, performance tuning, and recovery procedures for mission-critical enterprise systems and supporting infrastructure. This role serves as a technical resource in IT administration for complex operating environments, recommending configurations and operations of IT components. The position involves investigating feasibility, analysing requirements, and developing detailed specifications to provide high quality service to our customers.

Key responsibilities include:

• Administer and support complex environments, including core infrastructure tools and technologies. Perform hands-on administration tasks including installation, configuration, backup, and recovery.
• Review monitoring, capacity, and configuration management of complex technologies to ensure acceptable performance and adherence to service level agreements.
• Ensures the delivery of high quality technical solutions that meet business needs. Configures, develops, tests, monitors, and supports changes and enhancements to IT environment.
• Takes a broad perspective to identify innovative business solutions that challenges the business on their assumptions of how they will successfully execute their plans.
• Administer systems and/or networking in a large corporate environment with multiple global locations and a user base of 15k+.
• Perform duties within ITIL best practices guidelines for Incident, Change, Request, and Problem management. Utilizes other industry ITSM best practices where relevant to Ball’s future.
• Adhere to security best practices, governance, and compliance laws such as HIPAA, SOX, GDPR, LGPD, etc.
• Define detailed specifications in compliance with operations architecture to solve complex business problems.
• Work closely with third-party vendors including software providers, implementation partners, and consultants.
• Tune infrastructure parameters for efficient resource utilization and suggest improvements for optimization.
• Provide Tier 2 infrastructure support, follow support escalation processes, and maintain documentation.