Infrastructure Operations Analyst

The Maples Group is a standard bearer in financial and legal services, trusted by many of the world's largest hedge fund managers, private equity firms and international corporations.

Our distinction flows from our carefully curated team: 2,500+ professionals characterised by tenacity, ethics and exacting excellence. Operating in key financial centres across the Americas, Asia, Europe and the Middle East, our international presence offers a unique springboard for career development and cross cultural immersion. Our side by side financial and legal services are similarly ripe for interdisciplinary learning and growth.

The Maples Group looks to add a Leeds based Infrastructure Operations Analyst to our team and invites eager and qualified candidates to apply. We are committed to diversity, inclusion and equality of opportunity as we attract, retain and develop world class talent.

Our merit based culture suits professionals in pursuit of boundless careers and lives. Beyond their acumen, team members are collaborative and conscientious, bringing a healthy sense of drive and purpose to each interaction and to all aspects of their work.

The Infrastructure Operations Analyst reports to the Infrastructure Operations Manager and supports the Infrastructure Operations team. They will be responsible for proactively monitoring the Maples Group internal systems using the company monitoring tools, ensuring all system monitoring alerts are processed in a timely manner, managing all incidents and changes appropriately. This role will require a 4 on 4 off shift pattern comprising two 12 hour days and two 12 hour nights, including bank holidays, to cover 24 7, 365 days a year.

Primary responsibilities include:

• Monitoring of the Maples Group internal systems using the company monitoring tools
• Raising and managing incidents via the ITSM system and other BAU tasks
• Ensuring all system monitoring alerts are processed in a timely manner
• Ensuring all incidents and changes are dealt with appropriately
• Providing a professional service at all times
• Ensuring that all customer problems are resolved to a satisfactory conclusion
• Ensuring all Incident OLA and SLA's are met
• Working in collaboration with other departments within the business
• Being a resource to the infrastructure team
• Ensuring the team's knowledge base is kept up to date

In addition to indisputably high ethical standards and autonomy, the ideal candidate possesses the following:

• Bachelor's degree in Computer Science or equivalent, or experience working in IT
• Ability to work under pressure whilst demonstrating a positive approach to work
• Excellent communication skills (verbal, written and listening) including an excellent telephone manner and strong customer service skills
• Logical approach to troubleshooting, diagnosing and resolving problems
• Experience of incident management on an ITSM system
• Understanding of the creation of knowledge base documentation
• Experience and an understanding of Windows Server 2016 onwards, Microsoft SQL Server 2019 onwards, Microsoft Office and Network Technologies (WAN/LAN) and Remote Access
• Knowledge of system monitoring tools i.e. Microsoft System Center Operations Manager, Solarwinds, Datadog and Squared Up

• Comprehensive health coverage (medical, dental and optical)
• Competitive vacation packages
• Educational assistance and professional development programmes
• Savings or pension plan
• Life insurance
• Travel insurance
• Global mental wellness programme
• Sports clubs and social events

Over five decades, the Maples Group has grown from modest beginnings into one of the world's preeminent professional services firms, offering specialised fiduciary, fund administration, regulatory and compliance, entity formation and management and legal services on the laws of the British Virgin Islands, the Cayman Islands, Ireland, Jersey and Luxembourg.