Roles and Responsibilities
Be an owner of infrastructure issues, making sure where possible that issues are mitigated before they cause an impact on the company or its clients.
Maintain constant monitoring of the companies Intrusion Detection System and other systems to ensure our information security is as tight as possible.
Make sure systems and methods of recovery are fully understood to ensure priority and a prompt resolution to outages.
Constantly review system backups and procedures to ensure that they are running within company practices and all systems are covered.
Work closely with the Service Desk Manager, Global Support Manager and the various infrastructure teams to ensure the company is fully communicated to when required, such as during outages.
Maintain accurately and up to date documentation of all systems and infrastructure.
Be a point of escalation for the IT Team including supporting 1st and 2nd line issues where required.
Manage IT support tickets, changes and incidents in line with ITIL frameworks.
Identify areas of improvement in both the infrastructure and department processes.
Keep abreast of the latest technologies and legal requirements to make sure the company always has the tools and setup it requires to function at its best.
To ensure ticket Service Level Agreements are met and adhered to at all times making escalations minimal especially tight SLAs around incidents occurring in client setups.
Take part in a 24x7 shift structure to ensure all our systems availability is maintained.
Any other Adhoc works as requested by the Service Desk Manager, Global IT Support Manager and Global Head of IT.
Strategic Planning & Decision Making : -
Identify areas of improvement in the infrastructure and work with the whole IT team to make changes where required.
Prioritise support tickets to ensure that business affecting issues are dealt with in line with SLAs.
Make decisions to ensure system stability ensuring that uptime is in line with previous years (99.7% for 2019 / 20), service restoration is quick and disaster recovery scenarios are planned.
Provide efficient customer service at all times
Escalating issues to guarantee that problems are resolved within SLAs.
Relationships : -
An extremely close and strong relationship with all members of the technology team, local and remote.
A strong relationship with the Service Desk Manager, Global Head of IT and Global IT Support Manager to ensure that information is cascaded both up and down.
Close supplier relationships to ensure that service and cost are at their best.
Desired Candidate Profile
A very good working knowledge of Amazon Web Services, Azure, Google Cloud and Office 365.
Good knowledge of Linux (Ubuntu or Debian preferred, Red Hat Enterprise if possible).
A high level of virtualization support experience using both VMWare and HyperV.
A good understanding of network and Cisco support (ASA and Switching).
Previous working knowledge of Intrusion Detection Systems / Intrusion Prevention Systems.
Backup solution understanding, including Veeam.
Ability to mentor and educate other members of the team.
Extremely good communication skills with people at all levels of the organisation.
A good ITIL frameworks understanding.
Awareness of Disaster Recovery process and procedures.
Education : -
AWS certification. Essential.
Virtualised Technology certification (VMWare or HyperV). Desirable.
ITIL certification preferred however a good knowledge of the ITIL framework is a must.
Professional Experience : -
Previous AWS Infrastructure experience of at least 2 years.
Previous virtualization support experience of at least 2 years.
Key performance indicators : -
Ability to be able to handle and resolve incidents as they occur.
Tickets completed within SLA above 90%.
Continually cultivate a reputation for the department of being proactive, approachable, supportive and engaged.