Version 1

Infrastructure Engineer

• Act as the Level 2 escalation point for support teams, owning complex incidents and service requests requiring advanced infrastructure expertise
• Collaborate with Level 1 support, senior engineers, project teams, and vendors to resolve issues efficiently
• Mentor and guide Level 1 engineers by sharing troubleshooting techniques and providing clear direction for recurring issues
• Support and maintain infrastructure across: Networking, Servers, Virtualisation, Storage, Backup, Cloud platforms
• Administer and troubleshoot AWS and Microsoft Azure environments, including: Connectivity, Access management, Compute resources, Service availability
• Lead and contribute to infrastructure upgrades, patching, and changes in alignment with change control processes
• Investigate and resolve issues across: Network, Servers, Operating systems, Cloud, Applications
• Perform root cause analysis (RCA) to reduce recurring incidents
• Maintain comprehensive technical documentation, knowledge base articles, and incident records
• Identify opportunities to enhance: Monitoring, Alerting, Operational processes, Infrastructure reliability
• Leverage scripting and automation to streamline operations and reduce manual effort
• Drive service improvement through insights, lessons learned, and actionable recommendations
• Adhere to security, compliance, and change management policies
• Support audits, evidence collection, and vulnerability remediation activities
• Proactively escalate risks and service-impacting issues to senior stakeholders.

Manager

• Produce both customer and internal service reporting
• Conduct regular reviews with customers
• Handle escalations, issues, problems, and requirements
• Oversee invoicing and financial aspects of assigned accounts
• Perform monthly forecasting of project costs and revenue, understanding gaps and putting corrective measures in place, as appropriate
• Ensure ISO20000 compliance and best practices
• Identify and implement continual service improvement initiatives
• Manage business risk and ensure business continuity
• Achieve targets and drive improvement initiatives
• Explore and drive opportunities for new or additional work within existing customers

Infrastructure Engineer

Service Delivery Manager