Job Title : Tech Ops Engineer L2
Job Purpose :
The role will require a Tech Ops Engineer L2 with knowledge of enterprise IT infrastructure technologies to support 2nd & 3rd line activities maintaining and protecting complex servers, systems, applications and networks within hosted virtualised environments.
Primary responsibility will be to remediate vulnerabilities across mixed technology estates and plan and implement changes / updates as required.
Working closely with the Security teams to understand risks and manage resolution.
Interacting with all support teams and stakeholders across the organisation the candidate will ensure a high quality of delivery and achieve or exceed defined KPIs.
Principal Accountabilities :
Proactive maintenance of all Public, Hybrid and Private Cloud Civica solutions, across all customer estates, post-implementation
Working with the security teams, complete vulnerability management across all internal and customer estates including management of security toolsets
Identifying resolutions to vulnerabilities and risks, and designing, scheduling, implementing and documenting the remediation of these vulnerabilities.
Diverse Firmware, OS, Application and Appliance management including planning upgrades / updates, vulnerability resolution, licensing and performance / capacity planning.
Active Directory management including Group Policy changes / implementation
End to end ownership of complex changes in an enterprise infrastructure including following appropriate change control processes, presenting on CAB, and creating / updating documentation.
Proactive infrastructure monitoring (with SCOM, Opsview and Zabbix) and backup supervision and monitoring (with CommVault, DPM and VEEAM) across all customer estates
Responsible for planning and executing the internal and customer facing DR tests, including the updating of the DR plans and documentation
Update Software Image builds in line with customer solutions and industry hardening standards (i.e. CIS Benchmarks) to make sure patching is up to date and secure on new builds.
Provision of out of hours support / maintenance where required
Development of customer and third-party relationships
Support colleagues in the Service Centre teams to make sure that reported issues are resolved within SLAs. Ownership of problems to resolution.
Minimum 6 years of experience in an IT support position of comparable technical complexity
A strong technical background with a wide range of technical skills
Able to display a level of gravitas that gives customers and senior members of Civica a high level of confidence in the support of their solutions
Strong analytic skills in relation to identifying issues and resolutions
Detail-oriented, proactive self-starter demonstrating a positive, willing attitude and excellent oral and written communication skills.
An appetite for continuous improvement and the development of practical process and procedures that support the business
Able to challenge ways of working and create practical solutions that drive efficiency and customer service
Self-motivated and able to work under own initiative and play an active role within the wider Operations team to achieve defined goals
Able to clear Security Clearance
Preferred Skills : Mandatory Skills :
Mandatory Skills :
Experience in an IT Operations / Support role of comparable complexity
Understanding of ITIL framework
Windows Server operating System, Including Active Directory, DNS, DHCP, Group Policy, AD Resource Forest models
PowerShell for Windows
Linux OS operations / support including critical systems (BIND / DNS / Secure Email Gateway / FTP)
Virtualisation technologies including MS Hyper-V (Inc. SCVMM with Clustering) and VMWare
Application management / maintenance including standard applications i.e. Microsoft / Adobe / Java / Oracle
Network design principles and implementation, Inc. TCP / IP, traffic routing, DNS, VLAN etc
Storage (SAN) management
Experience in an IT Security Operations position of comparable complexity
Azure and other Cloud technologies
Certificate / SSL / Cipher / PKI
Azure Automation / PowerShell scripting / ARM Templates / Azure DevOps
Configuration and support of managed switches, routers, firewalls, specifically HP and Dell