Principal Infrastructure Ops Engineer

Job description:

Key Responsibilities:

• Manage daily tasks and activities that ensure systems and services are proactively managed.
• Manage the patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.
• Manage 3rd line support activities and act as escalation within the service operations function.
• Oversee capacity and performance processes for assets that are owned by your teams.
• Manage the creation and maintenance of support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
• Manage the creation of automation scripts and routines that remove manual intervention from service operations.
• Manage the testing and invocation of the business continuity and disaster service operations recovery plans.
• Manage the teams to ensure the completion of all mandatory training courses.
• Manage the acceptance criteria for the transition of new services into Service Operations.
• Participate in the out of hours on call support rota.

Skills, Knowledge and Expertise

• Experience working in an IT service delivery or support function OR
• MBA or Degree in Information Technology or Information Security.
• Experience working with Microsoft technologies.
• Excellent communication skills developed working in a service centric organisation.
• Ability to interpret fault descriptions provided by customers or internal escalations and translate these into resolutions.
• Ability to manage and priorities workload for multiple teams across multiple time zones.
• Experience managing technical or process-based forums and meetings such as the Change Advisory Board.
• Experience in the creation of data repositories for operational policies, processes and procedures.
• Managing technology refresh programs to avoid the use of end-of-life components within the production domain.
• Experience working within Education Technology would be an advantage.
• Advanced VMWare configuration and management.
• Experience of installation of physical hardware within tier 4 data center.
• Advanced Microsoft Active Directory configuration and support.
• Microsoft Azure and AWS cloud hosting platform administration.
• Advanced Microsoft SQL server experience.
• Windows Server and desktop management and configuration.
• Microsoft IIS web services administration and configuration.
• Advanced management of data and SQL backup solutions.
• Advanced scripting and automation capabilities.
• Advanced knowledge of Azure analytics and KQL.