Senior Cloud Systems & Support Analyst

Serves as a subject matter expert in the administration, optimisation and maintenance of the IOB Cloud Infrastructure and AI Solutions (Microsoft 365, Microsoft Copilot and other technologies).

Provides advanced support and 2nd line troubleshooting to ensure continuous availability and optimal performance of the IOB cloud assets.

Leads the development and promotes best practices and process improvements across the IOB infrastructure.

The Senior Cloud System & Support Analyst is responsible for the efficient operation of the IOB Cloud Infrastructure and ensuring that all required/necessary documentation is in place to facilitate the smooth operation at all times. Efficient and timely responses to any major incident that might arise on the IOB Cloud platforms.

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• Ensure quality support and change outcomes i.e. no disruption to users/members, no re-work, tasks fully completed and comprehensively tested.
  
• Ensure clear, non-technical and timely communications to users.
  
• Plan, document, get sign off and undertake scheduled maintenance upgrades and changes as needed.
  
• Liaise with and work with external suppliers and third parties within the agreed SLAs to resolve any issues.
  
• Assist with the development of SaaS platforms and work with system owners to develop products.
  
• Periodic disaster recovery, BCP and cyber security scenarios.
  
• Ensure there is accurate and up to date documentation for systems, licenses and services.
  
• Build out and manage operational health checks, monitoring and initiatives to ensure services are running efficiently.
  
• Induct and train other team members as required.
  
• Promote and improve the security posture of the IOB M365 & Azure assets.
  
• Participate in the running of the various Governance activities within the Dept e.g. CAB / Cyber Security Audits and other Security Validation events.
  
• Security & Compliance:
  
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  • Configuration of roles /policies and permissions across the various platforms.
    
  • Security monitoring of the environment internally and externally to proactively detect and mitigate against threats.
    
  
  
• User testing and enhancement assessment as required.
  
• Identify and implement process improvements and efficiencies.
  
• Perform other duties, participate in initiatives, projects as assigned related to technical delivery and support.
  

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• Expertise in cloud platforms such as Microsoft 365, Microsoft Co-Pilot, Azure and AWS
  
• Knowledge of AI solutions and Microsoft Copilot
  
• Strong analytic, troubleshooting and problem-solving abilities
  
• Knowledge of automation tools and scripting (e.g. PowerShell)
  
• Understanding of cloud security best practices and compliance standards
  
• Experience with system monitoring and performance tuning
  
• Ability to manage and execute complex migrations and integrations
  
• Familiarity with infrastructure-as-code tools
  
• Excellent communication, collaboration and interpersonal skills
  
• Stakeholder – ability to communicate to users and management across technical issues and potential solutions.
  
• Team Collaboration – ability to work with developers and 3rd Party vendors to drive solutions and projects.
  
• User Support – ability to communicate directly with the end user and with junior colleagues to foster a culture of knowledge sharing and continuous improvement.
  
• Change Management – ability to manage change within IOB, be adaptable and support continuous improvement.
  
• Incident Management – ability to respond quickly and effectively to incidents is an important competency for this position.
  
• Root Cause analysis issues across complex platforms in a logical and methodical way.
  

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• High achiever with a focus on standards and excellence in the delivery of IT solutions and supports.
  
• A willingness to take responsibility within the role.
  
• Attention to detail.
  
• Adaptable and proactive, with the ability to thrive in a dynamic environment.
  
• Commitment to inclusivity, accessibility, and continuous learning.
  
• Ability to work under own initiative and with a team where expertise is shared, and feedback is encouraged.
  

Primary degree in a relevant discipline e.g. Computer Science, IT/IS

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• Microsoft Certification or Equivalent
  
• 2-3 yrs experience in a similar role
  

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• This is a hybrid role, typically working 2-3 days per week in IOB’s Dublin office.
  
• Flexibility with regards to working additional weekdays in office and additional hours during busy periods and at weekends is required.
  
• The role may involve tight deadlines and periods of high activity, requiring flexibility and strong time management.
  
• The role involves coordination across departments and external stakeholders/suppliers, with occasional need to lead workshops or training sessions.
  
• The role involves managing multiple tasks and initiatives simultaneously. The role holder must be able to handle pressure situations and assist in the resolution of issues that may arise. xcfaprz
  
• The position demands high levels of concentration and attention to detail.
  

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• Work From Home
  
• Laptop
  
• EAP
  
• Travel Ticket
  
• Hybrid Model
  
• Working from home equipment
  
• Company Days