IT Infrastructure Services Analyst

Florida Crystals Corporation is a fully integrated cane sugar company. Florida Crystals regeneratively farms sugarcane and rice in South Florida, where it owns two sugar mills, a sugar refinery, a packaging and distribution center, Florida's only rice mill, a compost facility, and one of the largest renewable power plants of its kind in the U.S., which uses sugarcane fiber to generate eco-friendly energy that powers its sugar operations.

Florida Crystals owns one of the largest Regenerative Organic Certified® farms in the U.S. and its Florida Crystals® products are the only ROC™ sugar grown and milled sugar in the country. Florida Crystals owns ASR Group International, Inc., a holding company that conducts operations through its subsidiaries. The ASR Group® family of companies make up the world’s largest refiner and marketer of cane sugar.

Florida Crystals is headquartered in West Palm Beach, Florida. Learn more at .

As the IT Infrastructure Services Analyst your primary role will be:

To support the IT Infrastructure Services Lead in managing the day-to-day delivery and performance of Florida Crystals' outsourced infrastructure services provided by Tata Consultancy Services (TCS). This role is the primary internal point of contact for infrastructure tickets and requests spanning cloud services, end user compute, network, collaboration, and the Microsoft platform. The Analyst ensures that TCS-delivered work meets contracted SLAs, follows Florida Crystals standards, and provides a high-quality experience for business users across all company locations.

Scope geographically includes all company locations globally. The Analyst partners closely with the Infrastructure Services Lead, TCS delivery managers, Service Management, Cybersecurity, and functional IT towers to keep infrastructure operations stable, auditable, and continuously improving.

• Serve as the day-to-day operational liaison to TCS for infrastructure incidents, service requests, problems, and changes.
• Monitor the TCS infrastructure ticket queue in Service Now (or equivalent ITSM tool), ensuring tickets are properly categorized, assigned, prioritized, and resolved within SLA.
• Triage escalations from the Service Desk and business users; route to the correct TCS tower (cloud, end user compute, network, Microsoft, collaboration, hosting) and drive to resolution.
• Review TCS ticket quality daily, including resolution notes, root cause coding, customer communication, and closure accuracy.
• Track and report on TCS SLA performance, aging tickets, backlog, and repeat incidents; prepare weekly and monthly operational reports for the Infrastructure Services Lead.
• Participate in TCS operational reviews, service reviews, and monthly QBRs; capture action items and follow through to closure.
• Validate TCS invoices, resource units, and out-of-scope requests against contracted service catalog and rate card; flag anomalies to the Infrastructure Services Lead.
• Coordinate TCS support activities for Microsoft Azure and other cloud services, including VM provisioning, storage, backup, patching, and cost/utilization monitoring.
• Track cloud consumption and chargeback data; help identify optimization and rightsizing opportunities.
• Oversee TCS-delivered end user compute services: laptop and desktop provisioning, imaging, refresh, VDI, mobile device management (Intune), and hardware asset lifecycle.
• Ensure end user compute standards, images, and configurations remain current and consistently applied by TCS.
• Coordinate TCS delivery for LAN, WAN, SD-WAN, Wi-Fi, VPN, and firewall support activities, including site connectivity issues and change requests.
• Support network incident and problem management, including bridge…