IT Analyst - Compute and Storage

Job Description

Mott MacDonald is a global engineering, management, and development consultancy committed to delivering impactful work that shapes the future.

We are a team of over 20,000 experts working across the world in more than 50 countries.
We are proud to be part of an ever-changing global industry, delivering transformative work that’s defining our future. It’s our people who power that performance. As an employee-owned business, we invest in creating a space for everyone to feel safe and valued and empowered with the right tools and support.

Whether you want to pursue excellence in your specialism or broaden your experience with flexible roles across our business, you’ll be connected to a community of global experts championing you to be your best. Join us and shape your story with Mott MacDonald, where everyone has the opportunity to be brilliant.

Job Description:

As an IT Analyst- Compute and Storage, you will report to the Team Lead – Compute and Storage and act as the escalation point for issues related to our global infrastructure. In this role, you will provide advanced troubleshooting, integration support, and service enhancements, ensuring a seamless experience for colleagues and maintaining operational resilience.

You will play a vital role in supporting day-to-day continuity for a dynamic organisation. Responsibilities include resolving complex incidents, managing integrations with third-party cloud services, and collaborating with cross-functional teams to deliver high-quality IT services. Clear communication, technical expertise, and adherence to security and operational standards will be key to your success.

Collaboration is central to this role. You will work closely with colleagues in the Service Desk, Desktop Services, infrastructure, and application teams, contributing to a culture of knowledge sharing and continuous improvement. With a focus on service excellence and professional growth, you will have opportunities to develop advanced technical skills, support digital transformation initiatives, and help enhance employee satisfaction and operational resilience.

Key Responsibilities:

• Provide expert-level support for compute and storage infrastructure (servers, SAN/NAS, and Azure).

• Act as the primary escalation point for complex issues, ensuring timely resolution and service continuity.

• Deliver outstanding customer service through clear, professional communication.

• Collaborate with support tiers and cross-functional teams to streamline escalation and share knowledge.

• Maintain accurate documentation and contribute to knowledge base improvements.

• Identify recurring problems and implement long-term solutions to improve reliability.

• Monitor and optimise infrastructure performance, capacity, and cost.

• Drive service enhancements and automation initiatives.

• Ensure compliance with SLAs, governance, security, and audit requirements.

• Support disaster recovery planning and service continuity testing.

• Contribute to continuous improvement through feedback, mentoring, and process optimisation.

Personal Attributes:

• Demonstrates ownership and accountability, resolving complex issues independently.

• Communicates with clarity, empathy, and professionalism under pressure.

• Applies analytical thinking and sound decision-making in challenging scenarios.

• Collaborates effectively across support tiers, fostering knowledge sharing and service continuity.

• Maintains a structured approach to documentation and troubleshooting.

• Proactively seeks opportunities for service reliability and innovation.

Key Performance Indicators:

• SLA compliance (timely resolution and escalation).

• Mean Time to Resolve (MTTR).

• Customer Satisfaction (CSAT) scores.

• Accuracy and completeness of documentation.

• On-time delivery of changes and project milestones.

• Adoption of automation and service improvements.

• Infrastructure availability and resilience.

Candidate Specification

Essential:

• Degree in IT or equivalent industry experience.

• Proven experience in enterprise infrastructure environments, particularly with Microsoft technologies (Windows Server 2016/2019/2022, Azure, Active Directory, Entra ID).

• Good working knowledge of virtual infrastructure (VMware, Azure AVD).

• Strong understanding of compute and storage platforms, including backup technologies.

• Experience in global infrastructure support roles, working to SLAs.

• Excellent verbal and written communication skills.

• Strong customer service and stakeholder engagement abilities.

• Logical and analytical approach to problem-solving.

• Ability to work under pressure and manage priorities effectively.

Desirable Skills:

• Professional certification in Azure or related technologies.

• Experience with ITIL frameworks (V3/V4) and ITSM tools (e.g., ServiceNow).

• Knowledge of networking concepts (DNS, DHCP, TCP/IP).

• Experience with Azure-focused solutions, automation, and infrastructure deployments.

• Experience working in global, matrixed organisations.

Flexible working
At Mott MacDonald, we support our staff to create work-life balance which works for them and welcome candidates looking for career flexibility. We are open to discussing flexible working at interview stage.

Our benefits package is designed to enhance your experience:

• Agile working
• Critical illness and compassionate leave
• Paternity Leave
• Group term life insurance, and Group medical insurance coverage
• Career mobility options
• Short and Long-term global employment opportunities
• Global collaboration and knowledge sharing