Merlin Entertainments

Infrastructure Analyst

Location Name Hong Kong Regional Office
Job Locations HK-Wanchai
Job ID
2025-9445
Employment Type
Assorted
Offer/Contract Type
No End Date
Location (City-State-Country)
HK-Wanchai

What you'll bring to the team

The IT Infrastructure Analyst is responsible for supporting the day-to-day operations and maintenance of IT infrastructure services within the region. Reporting to the IT Infrastructure Team Lead, the Infrastructure Analyst ensures the stability and reliability of critical infrastructure systems, including networking, servers, and storage. This role involves troubleshooting, system monitoring, and collaborating with other teams to deliver exceptional service and meet operational objectives.
 
KEY ACCOUNTABILITIES
 
Infrastructure Support and Maintenance
  • System Monitoring

Regularly monitor IT infrastructure, including servers, networks, and storage, to ensure performance and availability.

  • Incident Resolution

Respond to and resolve incidents related to infrastructure services, adhering to service level agreements (SLAs).

  • Troubleshooting

Identify and resolve technical issues, escalating complex problems to higher-level support teams as required.

  • System Updates

Perform routine system maintenance, including patching, upgrades, and configuration changes to ensure system security and stability.

 
Operational Efficiency
  • Proactive Monitoring
Conduct regular checks on infrastructure components to proactively identify potential issues or vulnerabilities.
  • Capacity Management
Assist in monitoring infrastructure capacity, ensuring that systems are optimally configured, and resources are effectively utilised.
  • Documentation
Maintain clear, accurate documentation of infrastructure configurations, changes, and troubleshooting activities.
 
Collaboration and Stakeholder Engagement
  • Cross-Functional Support
Work closely with the Infrastructure Team Lead, other IT teams, and business stakeholders to resolve infrastructure-related issues and ensure smooth operations.
  • Customer Support
Provide excellent support to internal stakeholders, addressing any concerns or incidents related to infrastructure services.
 
Project Assistance
  • Implementation Support
Assist in the deployment of new infrastructure systems or upgrades, ensuring seamless integration and minimal disruption.
  • Testing
Conduct basic testing and validation of new infrastructure configurations, ensuring they meet performance and security standards.
 
Security and Compliance
  • Security and Compliance
Follow best practices for securing infrastructure services, ensuring compliance with internal policies and industry regulations.
  • Audit Support
Participate in audits and assessments to ensure the infrastructure complies with organisational security and compliance standards.

Qualifications & Experience

  • Minimum 1+ years of experience in IT support or infrastructure management, with firsthand experience in maintaining IT systems.
  • Knowledge of IT systems, including servers, networks, storage, and other infrastructure components.
  • Experience with IT service management platforms, such as ServiceNow, for incident tracking and service requests.
  • Microsoft Azure Fundamentals certification or Microsoft Certified: Windows Server Hybrid Administrator Associate.
  • ITIL Foundation certification or equivalent experience preferred.
  • Technical Expertise: understanding of infrastructure components and systems, including networking, servers, and storage technologies.
  • Problem-Solving: Strong analytical skills to diagnose and resolve technical issues efficiently.
  • Communication: Clear and effective communication skills, both verbal and written, to collaborate with internal teams and stakeholders.
  • Team Collaboration: Ability to work as part of a team, assisting colleagues and sharing knowledge where necessary.
  • Attention to Detail: Careful attention to system configurations and troubleshooting activities to ensure accurate and effective support.
  • Adaptability: Ability to manage changing priorities and adapt to modern technologies in a fast-paced environment.

Benefits

  • Complimentary and unlimited access to Merlin attractions for you and loved ones
  • Global ticket allowances for Merlin destinations
  • Discounts on Merlin hotels, retail, and experiences
  • Employee Assistance Program
  • Paid annual and anniversary leave
  • Comprehensive health and dental coverage
  • Family medical coverage after one year of service

Pay Range

Competitive

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At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.