Senior Networks Support Analyst

**Role context and purpose**
The Senior Networks Support Analyst is accountable for implementing Allen & Overy's strategy, architecture, standards and roadmaps in the following areas:

- On-going support, maintenance, patching and administration of:

- Routing and switching - Cisco Layer 2 & 3 switching including ACI; routing protocols BGP/EIGRP/OSPF; Wireless networks
- Perimeter security - Firewall (Palo Alto/Checkpoint); VPN (Cisco ASA); Web Proxy (Zscaler Cloud); traffic inspection (iSensor/ZScaler)
- Traffic optimisation (Versa SD-WAN; Riverbed Optimizers; Citrix ADC and Kemp load balancers)
- Voice Platform - Cisco (CUCM; Jabber; Unity); Contact Center (Genesys); Switchboard (Arc); Teams Voice (SBC)
- Network management and monitoring tools - (Cisco ISE; Prime; SteelCentral)
- Management of 3rd party network & voice service providers
- Providing technical expertise for projects where required.

The remit of this team is global and extends to all aspects of 3rd line support relating to the infrastructure and services, independent of location.

The role involves:

- Technical leadership of day to day execution in the following areas.
- Providing a single point of technical leadership on projects (including SIPs and SEs) for technical delivery, leading the technical decision making.
- Ensuring that services are effectively delivered, understood and supported so that they fulfil business needs.
- The role holder will be seen as a clear leader for all technical matters relating to their specialist areas
- Providing 3rd line support for the timely resolution of incidents and problems
- Executing regular maintenance and monitoring tasks
- End-to-end ownership of incidents, ensuring accurate and timely updates are maintained
- Accountable for the management and maintenance of systems and services, by ensuring they are fit for purpose and available at all required times.
Bringing new releases into production.
Keeping within operational targets; for example ‘problem record’ targets; ‘age of incident’ targets; and ‘backup assurance’.
**Role and responsibilities**
Architecture & Technology Planning
- Provide specialist advice to support the strategy, architecture, standards and roadmaps (which are owned by the Office of the CIO/CTO).
- Accountable for ensuring there is an up to date forward view of IT upgrades required to ensure that devices continue to meet the business needs and that they remain supportable. Ensure that the supporting business case is robust so that funding is secured to deliver the required changes.

Application and Technology Support
- Works to ensure effective, seamless support for end users to include:

- On-going support, maintenance, patching and administration of:

- Routing and switching - Cisco Layer 2 & 3 switching including ACI; routing protocols BGP/EIGRP/OSPF; Wireless networks
- Perimeter security - Firewall (Palo Alto/Checkpoint); VPN (Cisco ASA); Web Proxy (Zscaler Cloud); traffic inspection (iSensor/ZScaler)
- Traffic optimisation (Versa SD-WAN; Riverbed Optimizers; Citrix ADC and Kemp load balancers)
- Voice Platform - Cisco (CUCM; Jabber; Unity); Contact Center (Genesys); Switchboard (Arc); Teams Voice (SBC
- Network management and monitoring tools - (Cisco ISE; Prime; SteelCentral)
- Management of 3rd party network & voice service providers
- Providing technical expertise for projects where required.
**Business / IT Strategy**:

- Work with the Relationship Managers & IT colleagues to ensure cost effective, timely & appropriate IT solutions are developed to fulfil the commercial and business requirements.
- Develops and maintains successful internal and external business relationships (at senior level), in order to understand existing and emerging business needs.
**Service Delivery**:

- Diagnose complex incidents/problems and identify root cause and actions required to maintain or improve service levels:

- As necessary investigate complex incidents/problems through involvement in SWATs.
- Develop implementation plans for dealing with more complex requests for change; evaluate risks to the integrity of the service inherent in proposed implementations; seek authority for those activities; undertake review of effectiveness of change implementation.
- Define and deliver continuous improvement programmes so that, where applicable, systems deliver a improved performance to the business:

- Enhancements and improvements to services should be delivered by the appropriate governance authority
- Instil culture of improvement and problem solving; and
- Provide advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities.

Build and Implementation
- Provide specialist guidance information to the Support, Systems Testing and Quality Assurance functions
- Ensure that docu