IT Infrastructure Operations Analyst

Description

This role is based in Basel, Switzerland however, thanks to our status as an international organization, we can hire globally and welcome applications from candidates of all nationalities and located anywhere in the world. Relocation support is available for the successful candidate and their dependent family members.

Purpose of the job:

Our mission is to support central banks’ pursuit of monetary and financial stability through international cooperation, and to act as a bank for central banks.

You will contribute to this mission by:

• Supporting the delivery of both internal and outsourced IT services to internal and external customers through efforts to shift left tasks from 3rd level teams to 1st and 2nd level. This includes identification of opportunities, development of skills and documentation, and transition between teams.
• Acting as an intermediary for customer liaison between business teams, IT service desk and technical engineering teams in infrastructure. Provide an effective and efficient interface between ITS 1st/2nd level support, 3rd level engineering and customers by reviewing incoming requests, incidents, and changes, directing to the appropriate channel. Effectively orchestrate the workload across IT Service and IT Infrastructure teams. You will play an interface role in the Infrastructure team where the ability to communicate with the technical engineering teams would be very important for the operational part of the role, especially in aligning all related stakeholders.
• Supporting the efficiency and effectiveness of the incident, problem, request, and SLA management processes through coordination of significant or challenging requests that span IT Infrastructure teams as the operational liaison between infrastructure and services.
• Reviewing day-to-day processes across Infrastructure and Operations engineering teams to standardize and/or optimize existing workflows, improving IT Service Management and IT Demand channels.

By joining the ITS – Infrastructure and Operations team you will:

• Play a key role in coordinating all requests and act as a liaison between business teams and technical engineering teams.
• You will have the opportunity to collaborate closely with dedicated and innovative professionals in a positive and stimulating working environment.
• Take the opportunity to define the processes by optimizing the workflow and efficiency in delivery

Principal Accountabilities:

To assess the complexity of the requests and to provide ongoing coordination of Infrastructure platforms and services to optimize the distribution of work, continually streamline services, and coordinate initiatives between IT Services team and IT Infrastructure team.

• Apply Agile practices within the IT Services and Infrastructure and Operations area. Act as scrum master for managing day-to-day workload and support key projects working with SME’s from across the bank.
• Proactively monitor customer feedback, satisfaction level and assist with escalations. Perform technical analysis of incident trends, demands, and tasks assignments.
• Work with technology owners to leverage automation and implement workflows that improve the operation of Infrastructure Services aligned to the Bank’s IT Service Management process.
• Act as an intermediary between IT teams outside of Infrastructure to manage consistency and performance of services provided. Triage requests for support and assistance to appropriate channels, supporting demand planning within IT and Business units.
• Support the problem and incident management process as the owner of root cause analysis and coordinating day-to-day incidents spanning Infrastructure and Services.

Qualifications, skills, and experience:

• Broad knowledge and understanding of Digital Workplace, networking, and infrastructure technologies (Windows server, server operating systems, Linux, firewalls).
• Experience working with Incident, Request and Problem Management and Reporting (Knowledge of ServiceNow would be a strong advantage).
• Experience in assessing root causes and translating requests between technical engineering teams, IT Service Desks and business users with a sense of ownership and ability to negotiate SLA’s and distribute tasks
• Experience with applying ITIL standards and processes
• Experience with Agile practices, in particular automation and reusability as key enablers of project deliver and operations.
• Excellent communication skills to enable clear communication with different technical audiences and to manage customer expectations and service partner deliverables.

Who we are:

The Bank for International Settlements is a diverse organization with colleagues from over 60 countries. By joining us in the international city of Basel, you will work in a unique, highly rewarding, and international work environment. We truly value diversity and inclusion and want to reflect the world we serve. We want the best people to work for us in an inclusive environment so welcome applications from all qualified candidates. At the BIS, we value equality and diversity in all its forms and one way we support diversity and inclusion is through our staff-run networks. You can discover more about diversity at the BIS here.

What the BIS offers:

We want your time at BIS to be a rewarding and career-enriching experience. We offer an agile and flexible working environment with hybrid working opportunities including home office and working from abroad days. To support our international applicants, we offer relocation support that extends to your dependent family members. In addition, thanks to our ongoing commitment to diversity and inclusion, we offer a competitive compensation and benefits package, including support for working families including childcare and education allowances (where applicable). Finally, we offer a genuinely unique international working environment, which will give you exposure to the global financial system and the opportunity to collaborate with passionate experts from all over the world.

We strive to ensure that individuals are provided reasonable accommodation to participate in the application or interview process, and to perform essential job functions. Should you wish to request accommodation, support in completing this application or participating in the application process, then please reach out to the recruitment team at [email protected].