Troubleshoot escalated issues, problems, and incidents
Proactively manage customer and internal IT solutions
Support and provide leadership to the 1st and 2nd line teams
Drive best practice across the service function
Maintain the accuracy and integrity of the Service catalogue
Ensure SLAs are consistently met within the operational infrastructure support team
Implement and maintain monitoring and alerting across the business infrastructure and customer workload
Provide technical expertise, leadership, and act as a support specialist
Monitor system usage and consumption
Research, identify and recommend software and applications to improve infrastructure performance
Efficiently troubleshoot and manage production incidents
Perform problem management and trend analysis on production instances
Compile and maintain system level documentation in line with business and ISO standards
Lead our 1st and 2nd line engineers
Responsible for performing capacity management and escalation processes
Help transition new services and handovers into the infrastructure components
Participate in an on-call and shift rota
Work closely with colleagues and customers to ensure high quality service and support
Work with the Principal Engineer to define handover of customer-based solutions to the operational team

Batchelors degree or 5-7 years equivalent experience.
Experience leading a team.
Fully conversant in data protection, backup and recovery technologies
Proven experience with storage technologies SAN, NAS, objective based technologies.
Working and up to date knowledge of Windows Server OS, Linux and Unix OS, as well as hypervisor and authentication providers, some knowledge of integration into public cloud.
Have experience of Linux and Microsoft PowerShell Scripting
Experience in an industry framework (ITIL, ISO 20000 / 27001 etc.)
Proven understanding in implementing and administering Cloud services, Domain Structures, local / global security polices, DNS and DHCP.
Excellent 3rd line infrastructure and hypervisor Troubleshooting skills.
Ability to communicate and understand complex technical information.
Ability to explain technical issues in a non-technical way.
Problem solving, logical troubleshooting and analytical skills as well as good communication skills.
Ability to work unsupervised able to manage own time and workload.
Awareness of Data Protection and governance framework
Experience of web, DB and file system administration.

3rd Line Infrastructure Engineer

Key skills