Title Senior Infrastructure Engineer

Work Complexity

• Maintains, monitors and supports the infrastructure environment and/or facilities. 
• Coordinates and works on multiple cross-functional base work initiatives and projects.
• Diagnoses and resolves complex hardware, software and connectivity problems.
• Supports multiple systems or applications of medium to high complexity (complexity defined by size, technology used, and system feeds and interfaces) with multiple concurrent users, ensuring control, integrity, and accessibility.
• Acts as the technical liaison between operations teams, engineers, developers and architects, providing critical operational insight to upcoming implementations and strategies, including validation of ongoing solutions supportability.

Work Planning

• Participates in short and long term project efforts with stakeholders and IT groups. 
• Work with the Agile sprint planning tool to manage current workloads and plan short term future works

Business Requirements

• Works with project teams to understand business needs.
• Works with engineers to understand technical requirements.
• Works with Developers to support a DevOps streamlined development process using the Agile methodology.
• Document changes and gain approval before execution.
• Provides feedback and recommendations on requirements based on health check results. 
• Ensures processes and requirements are met such as backup and maintenance availability.
• Communicates events to stakeholders, IT teams, and leadership.

Design/ Develop

• Integrates solutions with other applications and platforms based on engineering requirements.
• Develops new alerts and monitoring techniques based on engineering requirements.

• Develops scripted solutions and automation.

Maintenance

• Performs routine maintenance tasks for infrastructure systems such as backups, patch management and hot fixes.
• Develops plans to manage the frequency of appropriate support package/patch application.
• Monitors database maintenance and provides appropriate recommendations, when required.
• Analyses health check results and provides feedback.
• Reviews support documents.

Performance Monitoring

• Monitors system-operating capacity in terms of (e.g., disk space, storage, and CPU utilization).
• Performs capacity workload modelling and availability analysis for a variety of platforms and environments.
• May recommend changes/enhancements for improved systems availability, reliability, and performance.

• Determines the required course of action to improve performance and escalates when appropriate.
• Reviews performance and control reports.
• Recommends settings changes to the operating system to improve performance and reliability.
• Develops, maintains, recommends, documents, and supports tools and back-end utilities to provide capacity planning management.
• Monitors database performance and recommends changes.

Infrastructure Testing

• Participates in testing efforts and coordinates feedback of test results. 
• Conducts testing to ensure requirements are met.

Continuous Improvements

• Recommends performance metrics. 
• Analyses and reports on operational metrics to understand performance and to ensure success in process improvements.

• Recommends and develops solutions for improvement of help desk procedures.
• Identifies ways tasks can be automated.

Production Support

• Seeks technical assistance or escalates problem, when necessary. 
• Documents, monitors, reports, and manages the resolution of systemic issues.
• Works with engineers, vendors, developers and architects when issues appear systemic or cannot be resolved. 
• Recommends procedures and controls for problem resolution or creates temporary solutions until permanent solutions can be implemented. 

• Documents problem status and resolution. 
• May implement software or hardware changes to rectify problems or address improvement opportunities.

Security / Data Protection

• Reports security issues when appropriate and gathers required information.
• Works with the ISO and DPM where needed in assessing systems.

• Troubleshoots basic issues/ problems; account lockouts, file share access, application access.

• Adheres to information security requirements, policies, and standards.
• Analyses audit trails to detect systematic security violations. 
• Makes recommendations to improve security and participates in investigations as needed.

• Administers and maintains firewalls, and performs intrusion detection analysis. 
• Ensures all necessary network security updates, patches, and preventive measures are in place. 

Backup and Disaster Recovery

• Supports the plan for backup and disaster recovery for infrastructure solutions.

Policies, Procedures, and Standards

• Ensures compliance with policies, procedures and standards. 
• Contributes to Service Desk procedures.

Service Level Agreements (SLA)

• Monitors production, outputs, and services to ensure that SLAs, and other quality metrics, are being met.

Documentation/ How To Guides

• Writes reviews and/or maintains technical documentation for product environments.
• Ensures documentation is developed and maintained.

Communication/ Consultation

• Supports and participates in the formal reporting of project status. 
• Excellent communication skills in English

Research / Evaluation

• May evaluate future technologies and make recommendations for software and hardware upgrades.

IT Systems Administration

• May coordinate, supervise, and validate activities.
• Installs, configures and maintains and approves system hardware and software components. 
• Collects and maintains tracking and configuration documentation and plans.  
• Manages user access to systems or applications. 

• Administers the set-up of new profiles, creates and updates access permissions and maintains user accounts for enterprise systems.
• Determines if inactive accounts should be deleted.

Network / Telecom Administration

• Installs, configures, and maintains approved telecom/network hardware and software components. 
• Maintains structured cabling systems, telecom systems, WAN, LAN, Cellular, Wireless Networks and local Internet, remote access, VPNs, and connectivity protocols.
• Analyses and implements network software or hardware changes.
• Works across teams to ensure network/telecom system upgrades and service pack deployments are implemented with minimal impact to production operation.
• Establishes WAN, LAN, Wireless device profiles, device environments, directories, and security for networks being installed.

• May validate voice network configurations.
• Analyses and resolves issues related to facilities bandwidth requirements and capacity planning.  
• Provides support for connectivity or related network/ communication issues for the user community.
• Monitors installed network and telecom equipment.
• Monitors ticketing queue and responds to service requests or incidents.
• Issues and maintains IP addresses and host names for end user machines.
• Installation needs assessment for small to mid-size network/telecom projects, coordination and oversight of contractors and vendors for structured cabling systems, wired and wireless networks. 

IT Storage Administration

• Administers SANs.
• Executes capacity management for systems.
• Installs and configures new storage systems. 
• Defines process for disk space provisioning.
• Executes disk space provisioning.
• Monitors and reports on disk performance and utilization.

• Administers archival activities such as installing, upgrading, configuring, and scheduling and monitoring jobs. 
• Coordinates data replication procedures.
• Maintains and checks the backup jobs and investigates failures.

Facilities Management

• Performs activities relating to disaster recovery, and business continuity planning.
• Maintains card access systems for employees, contractors, and vendors to ensure proper and adequate access to the general office space and limited access area areas.

Education/ Experience

• Typically requires 5+ years of relevant experience deploying and/or administrating infrastructure solutions
• Requires strong knowledge and experience with multiple infrastructure solutions
• Experience of working in a team
• Experience of working in an English speaking technical role
• ITIL v3/v4 Foundation
• Agile Certification or exposure
• Relevant industry certification is preferred.

Essential Software
Skills

• Windows Server OS up to and including Server 2022 (5 + Years)
• Windows 10/11
• Extensive Microsoft 365 knowledge (5 + Years)
• Intune Implementation and support experience (5+ years)
• Solid Microsoft Azure Experience (5 + Years)
• Microsoft Active Directory (5 + Years)
• Microsoft AutoPilot
• Apple IOS inc Apple Device Enrolment (ADE)
• Entra ID
• Next Gen AntiVirus
• Next Gen Firewalls
• SolarWinds Monitoring (or similar)
• VmWare Vsphere 7 upwards
• Enterprise Backup Systems
• Basic PowerShell
• MS SQL Server
• MS Exchange
• SAN Products

Desirable Software
 Skills

• MS IIS
• Mac OS
• Manage Engine Service Desk
• Alert Logic
• Imperva WAF (or similar)
• Git hub
• Microsoft Power Platform
• Amazon AWS
• Infrastructure As Code
• Linux administration
• PDQ Deploy