Senior Engineer - Infrastructure Operations

A senior infrastructure operations engineer acts as third-line support for incidents, problems and changes to solutions and services. We estimate 75% of your time will be spent on operational activities, and 25% of your time supporting technical activities in project / programme delivery.At this role level, you will: provide specialist technical support and assistance to projects, ensuring delivery of non-functional requirements and continual service improvement be responsible for preparations and support of IT operations solutions and services - physical or virtual - according to industry and organisational best practices, standards, service requirements and Key Performance Indicators (KPIs) throughout the product life cycle coach, supervise and train other members of your team assist in the provision of first class services and consistent levels of capability, as required by the organisationSkills needed for this roleAsset and configuration management Maintain secure configuration and accurate information, controlling IT assets in one or more significant areas Verify the location and state of assets, and support the full IT asset management lifecycle (from request through to retirement)Availability and capacity management Manage service components to ensure they meet business needs and performance targetsChange management Analyse and assess impact, and develop and document change requests Implement complex changes based on requests for change and apply change control proceduresCoding and scripting Practical use of scripting tools and software that are available to support service deliveryContinual service improvement Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions Manage process improvements for your own area Spot or identify obvious deficienciesFinancial management Responsible for the proper and safe use of IT equipment by users, including expensive IT equipment and software Support the purchase of software, hardware and services relating to the delivery of projects and the transition into IT OperationsIncident management Identify and register incidents, gathering the required information and allocating it to the appropriate channel Diagnose and prioritise incidents, investigate their causes and find resolutionsOwnership and initiative Own an issue until a new owner has been found or the problem has been mitigated or resolvedProblem management Initiate and monitor actions to investigate patterns and trends to resolve problems Effectively consult specialists where required Determine the appropriate remedy and assist with its implementation Determine preventative measuresService reporting Ensure the service management platform is up-to-date at all times with Customer Service activities Produce relevant reports in a standard format and agreed timeframe Work with important stakeholders to discuss any changes in the reporting processes Add a commentary that provides an interpretation of the data setService management framework knowledge Show an in-depth understanding of service management framework principles and processes Apply technical knowledge in project or programme activitiesService focus Take inputs and establish coherent frameworks that workTechnical specialism Demonstrate experience and knowledge more than one of the subject matter areas outlined in the job description, including (but not limited to):o Server architectureo Virtualisation technologieso Datacentre operationso Cloud operationso Domain directory serviceso Data storage and managemento Device managemento Information security management and cyber securityo Database administration serviceso Network operations (wired/wireless/mobile)o Business continuity management and disaster recovery planning Use management system software and tools Use logical schemata to investigate problems, collect performance statistics and create reports Carry out the routine configuration, installation and reconfiguration of database and related products Optimise performance and forecast resource needsTechnical understanding Understand the core technical concepts related to the role, and apply them with guidanceTesting Review business requirements and specifications, and define test conditions Identify issues and risks associated with work Analyse and report test activities and resultsUser focus Identify and engage with users or stakeholders to collate user needs evidence Understand and define research that fits user needs Use quantitative and qualitative data about users to turn user focus into outcomesOther Duties: Participate in the on-call service Occasional work may be required outside of core business hours to support major projects / programmes All other reasonable requests