Senior Cloud System & Support Analyst

About IOB

IOB is a professional organization with over 32,000 members engaged in banking and international financial services. Recognized as a college of University College Dublin, IOB is a hub for specialist education and lifelong learning. It supports its members across all career phases with courses in areas such as risk, credit, funds, digital technology, financial planning, alongside executive programs designed for directors, senior executives, and emerging leaders. IOB operates as both a registered company and a charity, underscoring its dedication to professionalism in financial services.

Job Overview

The Senior Cloud System & Support Analyst takes a leading role in managing, optimizing, and maintaining IOB's cloud infrastructure and AI offerings, including Microsoft 365 and Microsoft Copilot. This role provides advanced second-line support to maintain continuous operational availability and ensure peak performance of cloud resources. The position fosters best practices and process enhancements within the IT infrastructure environment.

Key Responsibilities

• Maintain smooth and reliable operation of the IOB Cloud Infrastructure with comprehensive documentation to ensure seamless functioning.
• Respond effectively and promptly to major incidents impacting the cloud platforms.
• Deliver high-quality support and changes resulting in minimal disruption and ensuring tasks are completed thoroughly and tested.
• Communicate clearly and timely with users, translating technical information into accessible language.
• Plan, document, secure approval for, and execute scheduled maintenance, upgrades, and changes.
• Collaborate with external suppliers and third parties within SLA guidelines to resolve issues.
• Support the development of SaaS platforms and partner with system owners on product enhancements.
• Conduct periodic disaster recovery, business continuity planning, and cybersecurity scenario exercises.
• Maintain accurate and current system, license, and service documentation.
• Develop and oversee operational health checks, monitoring, and initiatives to optimize service performance.
• Mentor and onboard fellow team members as necessary.
• Enhance and protect the security posture of IOB's Microsoft 365 and Azure assets.
• Participate in departmental governance activities such as change advisory boards, cybersecurity audits, and security validations.
• Configure roles, policies, and permissions across various platforms to ensure secure access.
• Monitor internal and external environments for security threats, conducting proactive mitigation.
• Engage in user testing and evaluation of potential enhancements.
• Identify and implement improvements for operational processes and efficiencies.
• Contribute to additional technical initiatives and projects as assigned.

Required Skills and Expertise

• Proficiency with cloud platforms including Microsoft 365, Microsoft Copilot, Azure, and AWS.
• Familiarity with AI technologies, notably Microsoft Copilot integration.
• Strong analytical skills with aptitude for troubleshooting and problem resolution.
• Experience in automation and scripting using tools like PowerShell.
• Understanding of cloud security protocols and compliance measures.
• Skilled in system performance monitoring and tuning.
• Capability to manage complex cloud migrations and integration processes.
• Knowledge of infrastructure-as-code (IaC) frameworks and tools.
• Excellent communication skills, able to engage both technical teams and end users effectively.