Senior Network Support Analyst

The Senior Network Analyst is accountable for supporting and maintaining the following areas: On-going support, maintenance, patching and administration of:

• Routing and switching - Cisco Layer 2 & 3 switching including ACI

• Routing protocols BGP/EIGRP/OSPF
• Wireless networks
• Cisco ISE

• Perimeter security

• Firewall (Palo Alto including NGFW and Prisma)
• VPN (Cisco ASA); Web Proxy (Zscaler Cloud)
• traffic inspection (iSensor/ZScaler)

• Traffic optimisation

• Versa SD-WAN
• Palo Alto SD-WAN
• Citrix ADC

• Voice Platform

• Cisco CUCM
• Webex DI
• Contact Center (Cisco)
• Switchboard (Imagical)
• Teams Voice (SBC)
• Kurmi Provisioning Suite

• Network management and monitoring tools - (Cisco ISE; Prime; DNA Center)
• Management of 3rd party network & voice service providers
• Providing technical expertise for projects where required.

The remit of this team is global and extends to all aspects of 3rd line support relating to the infrastructure and services, independent of location.

Responsibilities

• Receives escalations from more junior member of the team.
• Act as mentor to more junior members of the team, providing guidance and training in both technology areas and procedural/service delivery areas.
• Continually evaluates technologies, procedures, documentation that the Netops team utilises with a view to identifying problems/inefficiencies/outdated practices and designs solution/improvements to address this.
• Act as deputy team leader in the event that the network manager is out on leave or has conflict.
• Represent the netops team in SWAT meetings for major incidents, communicating effectively to Senior Management, Problem Management and other 3rd line Teams
• Provide a single point of technical leadership on projects (including SIPs and SEs) for technical delivery, leading the technical decision making.
• Ensure that services are effectively delivered, understood and supported so that they fulfil business needs.
• The role holder will be seen as a clear leader for all technical matters relating to their specialist areas
• The remit of this role is global and extends to all aspects of the product set, independent of location.
• Support the firm's environmental goals and initiatives.
• Provide 3rd line support for the timely resolution of incidents and problems
• Execute regular maintenance and monitoring tasks
• End-to-end ownership of incidents, ensuring accurate and timely updates
• Accountable for the management and maintenance of systems and services, by ensuring they are fit for purpose and available at all required times.
• This includes maintaining and optimising applications and infrastructure; and
• Bringing new releases into production.
• Being recognised as subject matter experts in the technologies supported by the team
• Keep within operational targets; for example 'problem record' targets; 'age of incident' targets; and 'backup assurance'.
• Support the firm's environmental goals and initiatives.

• Commitment to rapidly resolve incidents using a logical and structured approach to problem solving.
• Hands on experience with Cloud network troubleshooting and implementation.
• Ability to make sound decisions under pressure.
• Strong commitment to excellent customer service.
• Excellent communication skills, both orally and written.
• Ability to operate within a wider team where there may be ambiguity and conflicting priorities.
• Technical expert within this discipline and excellent all-round technologist.
• Detailed practical knowledge of the operation and maintenance of IT infrastructure and services within a Microsoft technology environment.
• Expected to have a solid understanding of all technologies used by A&O Shearman and business working practices.
• Minimum 2/3 years IT experience with at least 1 years experience in a 3rd line role supporting a number of the technologies listed in this job description.
• Experience working within the professional services sector with an appreciation of the demands placed on support teams by the business.

We're looking for someone who

• Has a passion for great IT support
• Is highly motivated, takes ownership, and has pride in what they do
• Enjoys working with other people, especially in a globally diverse firm
• Has a strong attention to detail
• Wants to deliver excellent customer service
• Is well organised
• Can work with large data sets

We recognise the value of flexible working and embrace hybrid working, allowing our people to work from home up to 40% of their working time. We do, however, remain committed to working together in person for the remaining 60% of time so that we can learn, grow and succeed together.

The Technology Services department is responsible for providing world class support and services to our business all across the globe. The IT Service Management team is part of Technology Services and operates all of the IT services and infrastructure for the firm.