Serve as an Infra Architect with deep expertise in IT service management end user experience tools enterprise platforms networking and desktop support designing resilient hybrid workplace solutions that optimize performance reliability and user satisfaction while aligning infrastructure strategies with business goals and operational standards across a global environment.
Responsibilities
- Design integrated infrastructure architectures that combine IT service management practices end user monitoring platform services networking and desktop support to deliver a stable and efficient hybrid workplace experience for global users.
- Define infrastructure standards and reusable patterns that ensure consistent implementation of Windows platforms Service Now workflows Nexthink monitoring and remote desktop support capabilities across business units.
- Collaborate with service management teams to optimize incident problem and change processes by aligning tooling configuration support models and infrastructure dependencies with established operational objectives.
- Guide solution design for hybrid work environments by evaluating network requirements endpoint configurations and collaboration tools to ensure reliable secure and performant access for remote and on site users.
- Provide architectural direction for the configuration and integration of end user analytics platforms such as Nexthink to enable proactive issue detection trend analysis and continuous improvement of user experience.
- Oversee capacity and performance planning for Windows based endpoint and server ecosystems by defining sizing approaches resilience mechanisms and monitoring strategies that support business growth and stability.
- Coordinate with application security and network teams to ensure that infrastructure solutions including Service Now implementations and Windows services meet compliance requirements and align with enterprise risk controls.
- Evaluate new infrastructure technologies and service management enhancements by conducting impact assessments proof of concept activities and implementation roadmaps that support modernization of end user services.
- Document high level and detailed infrastructure designs including data flows dependency maps and operational considerations to provide clear guidance for engineering and support teams during build and run stages.
- Support transition of current or transformed infrastructure services into steady state operation by defining readiness criteria support models monitoring dashboards and knowledge artifacts that enable effective ongoing management.
- Partner with desktop support and field operations teams to streamline remote troubleshooting processes standardize endpoint configurations and improve first contact resolution and user satisfaction.
- Drive adoption of service management metrics and user experience indicators by aligning architecture decisions with measurable outcomes such as reduction in incidents improved resolution times and enhanced productivity.
- Mentor peers and junior technical staff on infrastructure design principles integrated service management practices and end user experience considerations to strengthen organizational capability and knowledge.
Qualifications
- Demonstrate extensive experience designing and implementing IT service management processes and tooling with strong practical exposure to incident problem and change management in complex enterprise environments.
- Apply advanced knowledge of Nexthink or similar end user analytics tools to build monitoring strategies define meaningful experience metrics and enable data driven improvement of endpoint performance and reliability.
- Utilize strong expertise in Service Now configuration and workflow design to support service catalog request fulfillment automation and reporting that align with defined infrastructure and support objectives.
- Bring deep hands on experience in Windows endpoint and server ecosystems including configuration hardening policy management and integration with enterprise management platforms.
- Use solid networking foundations covering routing switching security controls and remote access technologies to design infrastructure solutions that sustain hybrid work patterns with consistent availability.
- Demonstrate proven background in enterprise desktop support operations including remote troubleshooting standard image management and coordination with service desk teams for escalations and knowledge sharing.
Certifications Required ITIL Foundation certification and Microsoft Certified Azure Administrator or equivalent infrastructure certification are preferred.