Infrastructure Engineer

Your day-to-day: • Effectively manage your assigned tickets, with timely and clear updates whilst assisting with the ticket allocation. Look for reoccurring incidents to address the problem at the root cause • Be responsible for all infrastructure up to the hypervisor level including patching and maintenance • Take personal accountability for our products so that they remain available, secure, reliable and provide an excellent customer experience • Manage high pressure incident scenarios, taking the lead, balancing technical resolution with timely service restoration together with stakeholder communications • Prepare incident reports with the view to find the root cause and determine the permanent corrective actions. • Improve the out of hours customer experience by working on critical incidents when required • Proactively use technology and knowledge to improve our services and simplify the customer experience, mitigate risk, improve usability, reduce running cost and to impact our goals/SLAs • Closely co-ordinate with Product Engineering, Architecture, Security and DevOps teams to ensure that designs, standards and quality can be delivered to improve the customer experience • Research and build knowledge of new & generally available services, new ways to use technologies and changing business processes to gain efficiencies and improve customer experience including automation • Create technical and operations standards and procedures, maintain and update technical documentation. Lead by example by following process and actively improving documentation and streamlining process. In addition to this you will: • Provide technical leadership, guidance and mentoring to the Infrastructure Operations team • Enjoy working autonomously as well as collaboratively with your team • Have the ability to resolve issues, look for the root cause and proactively enacting permanent corrective actions • Enjoy learning and embrace the ever-changing technology landscape Skills and Experience: • Technical Leadership skills • Advanced troubleshooting and problem solving. • Proven technical experience in Hybrid-Cloud and hybrid-virtualisation platforms. • Select, implement, and utilise tools to monitor, manage and resolve majority of issues at the first instance. • Ability to quickly learn new products. • Strong IP/Networking skills (good understanding of TCP /IP and ISO Model, troubleshooting tools) • Excellent understanding of Server and Storage hardware (i.e. RAID sets on servers, SAN, tape drives). • Cisco blade compute technologies is advantageous • vSAN and SAN experience (preferably Netapp) • MCSA / MCSE 2012 or newer / VCP in VMware v6 or v7 is essential. • Citrix and Virtualisation (including technologies such as Netscaler, Remote Desktop solutions, VMWare or Microsoft hypervisors). • Ability to analyse network traffic (using tools such as Wireshark) • Good written and oral communication skills • Proven track record in ability to work to agreed targets and SLAs