Infrastructure Operations Analyst

OVERVIEW

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 a team of more than 2,500 professionals characterized 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 enable interdisciplinary learning and growth.

The Infrastructure Operations Analyst reports to the Infrastructure Operations Manager and supports the Infrastructure Operations team. The role requires a 4 on‑4 off shift pattern comprising two 12‑hour days and two 12‑hour nights, including bank holidays, as the team covers 24×7, 365 days a year.

Primary responsibilities include:

• Proactively monitoring the Maples Group internal systems using company monitoring tools.
• Raising and managing incidents via the ITSM system and handling 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 all customer problems are resolved to a satisfactory conclusion.
• Meeting all Incident OLA and SLA requirements.
• Working in collaboration with other departments within the business.
• Managing major incidents.
• Being a resource to the infrastructure team.
• Keeping the team’s knowledge base up to date.

• Bachelor’s degree in Computer Science or equivalent, or substantial experience working in IT.
• Ability to work under pressure while maintaining a positive approach.
• Excellent communication skills (verbal, written and listening), including a strong telephone manner and customer service skills.
• Logical approach to troubleshooting, diagnosing, and resolving problems.
• Experience with incident management on an ITSM system.
• Understanding of creating knowledge base documentation.
• Experience and 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 such as Microsoft System Center Operations Manager, Solar Winds, 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.