Global Infrastructure Specialist at Dentons

The Global Operations (Infrastructure) Specialist’s role is to support a broad portfolio of on-premises and cloud-based platforms. The Global Operations teams mandate is to provide operation support for all Dentons globally hosted platforms, networks, servers, and services, to ensure services remain online and available, operating in accordance with established standards, and that all established service level agreements are met. This includes a particular emphasis on the Firms transformation services including Risk, Finance and Talent. This position reports into the Global Operations Lead, working alongside other Global Operations professionals.

Reporting into the Global Operations Lead and working within the Global Operations team, the Global Operations Specialist will be responsible for delivering seamless 24x7 hands on support for all Dentons global business platforms and services. This includes both the proactive and reactive support for underlying technologies and services. Service excellence is the key objective of a Global Operation Specialist both as an individual contributor and while working collaboratively as a team.

The Global Operations team will work closely with the Global Engineering team and other stakeholders when responding to service incidents or critical outages.

Requirements

KEY RESPONSIBILITIES & ACCOUNTABILITIES

Key Deliverables

• Operational support for Dentons transformation technologies including Finance, Risk and Talent solutions.
• Operational support of the Dentons Azure hosted infrastructure, which includes monitoring and response, patch management, and platform optimization.
• Monitoring and maintenance of the service monitoring infrastructure.
• Maintenance of asset inventories and other operational systems.
• Management of service tickets in response to system issues, changes, and new requests.

Operational Support

• Provide operational assistance and oversight in support of globally supported platforms and services.
• Manage the deployment, monitoring, maintenance, and support of IT systems, including networks, data centers, servers, workstations, operating systems, and associated hardware/services.
• Analyze existing operations and make recommendations for the improvement and growth of the network infrastructure and IT systems.
• Ensure operational procedures are adhered to, including monitoring, disaster recovery.
• Help support global platforms and services by providing hands on support.
• Support the Global Engineering team keeping platforms and services current with regular application patching and upgrades.
• Assist with regional support and integration activities throughout the globe.
• Aid with the coordination of operational activities including both internal and external stakeholders.
• Participate in the Global Change Control process to help manage change across the environment.

Design, Strategy, and Planning

• Maintain knowledge of Dentons’ strategic business objectives to help ensure that services are supported in alignment with Dentons standards and best practices.
• Ensure operational standards and procedures align with global platforms and business requirements.
• Challenge the “status-quo” in support of Dentons platforms to establish innovative approaches to systems and service delivery. Think out of the box, and challenge others (vendors and team members) to do the same to come up with the best solutions and technical approaches.

Build, Test, Deploy

• Develop automation templates, scripts, and processes to enable the efficient support of platforms and services.
• Manage and coordinate activities to ensure the successful support of platforms and services.
• Ensure platforms are maintained according to defined architectures, aligned with budgets, and tested.
• Business international level of English – with strong written and oral communication skills.
• Highly collaborative and able to work in a global environment, accommodating the different time zones. Candidates must be team players.
• Strong knowledge and experience in IT/Operational practices.
• Able to effectively negotiate with and influence colleagues and others to achieve a successful outcome.
• Strong problem solving and analytical skills; can clearly explain and present problems and issues to others and contribute to their resolution.
• Can demonstrate initiative and the ability to be proactive, anticipating needs.
• Has commercial awareness and understands the business value required from IT investments.
• Able to make decisions and remain calm while under pressure.
• Methodical approach to work with a strong focus on accuracy, attention to details, consistency, and quality.
• Understands the need for documentation and well-defined procedures.
• Able to work under pressure to tight project deadlines and can adapt to differing demands, prioritizing tasks where appropriate and ensuring complete 'follow through' on operational issues.
• Can carry out all responsibilities in a way that supports the practices values and promotes its equal opportunities and diversity principles.
• Post-secondary education (or equivalent) with a specialization in Information Technology.
• Microsoft certifications in the areas of Azure and Windows technologies.
• Other related technology certifications are beneficial.
• Minimum of 5 years progressive experience with infrastructure across a broad spectrum of technologies.
• Understands enterprise support principles.
• Has commercial awareness and understands the business value required from IT investments.
• Experience working in a culturally diverse environment.

Operational Support Design, Strategy, and Planning Build, Test, Deploy

SKILLS & COMPETENCIES

A Global Operations Specialist must possess a strong technical aptitude with experience working with enterprise infrastructure technologies. Experience working with cloud technologies is essential, with a foundation working with traditional tools and services. It is essential that the individual is a quick thinker, operates calmly under pressure, and is hands on.

Technical Skills

• A solid understanding of the “cloud” – with a specific focus on Microsoft Azure.
• Significant working experience with Windows based server infrastructures.
• Proficient in endpoint support in a Microsoft Windows managed environment.
• A good understanding of networking, and firewall technologies.
• Working experience with implementation life cycles, methodologies, tools, and practices.
• A good understanding of frameworks such as ITIL
• Understanding and experience with business continuity requirements and implementations.
• Experience with the administration and support of Microsoft Active Directory, Exchange, Teams. Microsoft Systems Center (SCCM) and other related technologies.
• Experience with administration and support of Microsoft Azure IaaS and PaaS, and Office 365 SaaS services.

Personal Skills / Attributes

• Business international level of English – with strong written and oral communication skills.
• Highly collaborative and able to work in a global environment, accommodating the different time zones. Candidates must be team players.
• Strong knowledge and experience in IT/Operational practices.
• Able to effectively negotiate with and influence colleagues and others to achieve a successful outcome.
• Strong problem solving and analytical skills; can clearly explain and present problems and issues to others and contribute to their resolution.
• Can demonstrate initiative and the ability to be proactive, anticipating needs.
• Has commercial awareness and understands the business value required from IT investments.
• Able to make decisions and remain calm while under pressure.
• Methodical approach to work with a strong focus on accuracy, attention to details, consistency, and quality.
• Understands the need for documentation and well-defined procedures.
• Able to work under pressure to tight project deadlines and can adapt to differing demands, prioritizing tasks where appropriate and ensuring complete 'follow through' on operational issues.
• Can carry out all responsibilities in a way that supports the practices values and promotes its equal opportunities and diversity principles.

EDUCATION, EXPERIENCE & CERTIFICATIONS

Specify the minimum acceptable level of education, experience, and certifications necessary to be able to do the job efficiently. Include both preferred and required level of education.

• Post-secondary education (or equivalent) with a specialization in Information Technology.
• Microsoft certifications in the areas of Azure and Windows technologies.
• Other related technology certifications are beneficial.
• Minimum of 5 years progressive experience with infrastructure across a broad spectrum of technologies.
• Understands enterprise support principles.
• Has commercial awareness and understands the business value required from IT investments.
• Experience working in a culturally diverse environment