IT Infrastructure Services Analyst

About the role

Florida Crystals Corporation is a fully integrated cane sugar company that regeneratively farms sugarcane and rice in South Florida, operating 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. The company 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, making up the world’s largest refiner and marketer of cane sugar. Headquartered in West Palm Beach, Florida, the IT Infrastructure Services Analyst supports the IT Infrastructure Services Lead in managing the day-to-day delivery and performance of 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, ensuring TCS-delivered work meets contracted SLAs, follows Florida Crystals standards, and provides a high-quality experience for business users across all company locations globally.

Responsibilities

• 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 ServiceNow (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 participation, documentation, and post-incident reviews.
• Coordinate TCS support for the Microsoft platform, including Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Entra ID (Azure AD), Active Directory, Intune, and endpoint security tooling.
• Manage routine Microsoft administrative requests (mailbox, distribution list, Teams, license, group, and access requests) delivered by TCS, ensuring adherence to standards and security controls.
• Review and approve/reject TCS-submitted infrastructure change requests within delegated authority; escalate higher-risk changes to the Infrastructure Services Lead.
• Drive problem management for recurring infrastructure issues, partnering with TCS on root cause analysis and permanent fixes.
• Maintain infrastructure runbooks, knowledge base articles, standard operating procedures, and CMDB accuracy in partnership with TCS.
• Support small-to-medium infrastructure projects and transitions delivered by TCS, tracking milestones, dependencies, and readiness for go-live.
• Identify automation and continuous improvement opportunities within TCS-delivered services and help implement them.
• Support compliance, audit, and cybersecurity requests requiring infrastructure evidence (patching, backups, access reviews, configuration baselines).
• Assist the Infrastructure Services Lead with purchase orders, invoices, and payments for infrastructure vendors and TCS pass-through spend.
• Maintain accurate records of infrastructure assets, licenses, and contracts in coordination with IT Asset Management.

Requirements

• 3-5 years of experience in IT infrastructure operations, service management, or vendor