Engineer Server Operations (US Shift)

Management Level

Role summary

Engineer Server Operations is responsible for evaluating, implementing, deploying and supporting technologies to ensure delivery and technical support of products, applications, and services to agreed service levels and standards for the environment.

The Engineer Server Operations role must understand AWS Cloud and Infrastructure as code technology, with good knowledge and understanding of server infrastructures (Windows & Linux), Fileservers, Security fundamentals, backup technologies network devices such as load balancers and firewalls.

Roles and Responsibilities

• Proactively maintain delivery of the 2nd line production support for the respective divisions and the applications provided as per SLAs.

• Adhere to compliance towards quality processes by Server Operations teams and third-party support providers.

• Implement optimised solutions that result in server infrastructure being reliable, scalable, secure, efficient, well-controlled, recoverable, and documented. Adhering to best practices, audit, and compliance requirements.

• Provide technical capability to resolve incident, service request, problem, change and project queues to ensure completion within SLA or expected timescales, ensuring quality of data recorded.

• Delivery of regular performance / capacity upgrades / maintenance / security vulnerabilities and issue resolutions to stay competitive in the market and maximize customer satisfaction.

• Manage the installation of new / rebuild existing servers and configure hardware (Cloud, virtual and physical), services, settings, etc.

• Progress forward with automation techniques, using infrastructure as code to manage the server estate where possible.

• Ensure all asset information is maintained for accuracy within remit of role.

• Instigate, orchestrate, and implement changes to server & storage including backup, and infrastructure, in line with change control processes.

• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and applications logs.

• Deploy, execute, measure, and monitor services and tools, for Incident Management, Problem Management, Change Management, Asset Management, etc.

• Be available to provide 24x7 support as part of an On-Call rota to resolve server related (including storage and backup as appropriate) technical incidents and problems; resolve incidents and problems while ensuring minimal to no downtime.

• Engage with key audit processes and deliver action outcomes within timeframes.

• Experience with integrating applications and providing support related to infrastructure.

• Enhance and improve existing infrastructure through automation and reporting.

• Take handoff of problems from SME leads and work them independently to root cause.

• Own Root Cause Analysis and Problem Management for Infrastructure issues.

• Create and maintain system documentation for domain technologies, including installation, configuration, and appropriate troubleshooting steps.

• Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation.

• Have mindset to work in a culture of continuous improvement and learning.

Education

• University degree (or equivalent) preferably in IT / Computer science

Relevant Experience

• Strong experience in IT Infrastructure delivery, support, and IT asset management.

Functional Skills
Essential:

• AWS Certified

• Cloud and Data Centre Server (Windows/Linux) Operations

• Infrastructure as Code (Terraform preferred)

• Strong grasp on configuration management tools, such as Puppet and Chef, Ansible.

• DevOps tools such as ADO, Jenkins, Git, etc

• Solid knowledge of protocols such as DNS, HTTP, LDAP, SMTP and SNMP

• PowerShell, Shell, Perl, and/or Python, terraform scripting experience

• Configuration and asset management

• Security infrastructure management

• Systems engineering & integration

• IT operations

• Compliance & governance stewardship

Desirable:

• Agile WoW

• Capacity and Performance management

Behavioural Skills
Essential:

• Collaboration

• Stakeholder engagement

• Technical decision making

• Team player

• Curiosity

• Continuous improvement mindset

• Critical thinking

• Logical troubleshooting

• Data analytics

• Work in Hybrid (Home/Office) environment

• Willing to work in Night shift / US Business Hours / On-Call as required

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.