Cloud & Infrastructure Engineer

Purpose of the role

The Cloud Service Desk team was formed at Indicia Worldwide in 2020 following a desire from the business to migrate to a cloud-based environment. The team is technology-driven and is empowering business areas to new progression. The team assumes responsibility for the infrastructure for a number of clients (including ITV) and is made up of a team lead supported by a number of engineers.

The team is responsible for our internal infrastructure including servers and cloud environments. The business services requiring support are 24 hours a day, 7 days a week.

As clients (internal and external) have users located across the globe, the team operates in a varied shift pattern to ensure the provision of full support to users.

• To control and maintain all areas of the business IT cloud and internal infrastructure.
• Create and maintain up-to-date and accurate documentation of systems and infrastructure.
• Ensure systems are monitored and effective backup processes are in place, ensuring outages are responded to efficiently and a high level of system availability is maintained.
• To monitor and maintain system security in line with company standards.
• Be an owner of infrastructure issues, ensuring, where possible, that issues are mitigated before they cause an impact on the company or its clients.
• Maintain constant monitoring of the company's Intrusion Detection System and other systems to ensure our information security is as tight as possible.
• Make sure systems and methods of recovery are fully understood to ensure priority and a prompt resolution to outages.
• Constantly review system backups and procedures to ensure they are running within company practices and all systems are covered.
• Work closely with the Team Leader, Global IT Infrastructure Manager, and the various infrastructure teams to ensure the company is fully communicated when required, such as during outages.
• Maintain accurate and up-to-date documentation of all systems and infrastructure.
• Be a point of escalation for the IT Team, including supporting 1st and 2nd line issues where required.
• Manage support tickets, changes, and incidents in line with ITIL frameworks.
• Identify areas of improvement in both the infrastructure and department processes.
• Keep abreast of the latest technologies and legal requirements to make sure the company always has the tools and setup it requires to function at its best.
• To ensure ticket Service Level Agreements are met and adhered to at all times, making escalations minimal, especially tight SLAs around incidents occurring in client setups.
• Take part in a 24x7 shift structure to ensure all our systems availability is maintained.
• Any other ad-hoc works as requested by the business.

Strategic Planning & Decision Making:

• Identify areas of improvement in the infrastructure and work with the whole IT team to make changes where required.
• Prioritise support tickets to ensure that business-affecting issues are dealt in line with SLAs.
• Make decisions to ensure system stability, ensuring that uptime is in line with previous years, service restoration is quick and disaster recovery scenarios are planned.
• Always provide efficient customer service.
• Escalating issues to guarantee that problems are resolved within SLAs.

Relationships:

• An extremely close and strong relationship with all members of the technology team, local and remote.
• A strong relationship with the Team Leader, Global IT Infrastructure Manager, and Global Head of IT to ensure that information is cascaded both up and down.
• Close supplier relationships to ensure that service and cost are at their best.

Skills, knowledge, experience, and exposure

• Previous AWS and Azure Infrastructure experience of at least 4 years.
• Previous virtualization support experience of at least 2 years.
• High working knowledge of Amazon Web Services, Azure, Google Cloud, and Office 365.
• Knowledge of Linux (Ubuntu or Debian preferred, Red Hat Enterprise if possible).
• A high level of virtualization support experience using both VMWare and HyperV.
• An understanding of network and Cisco support (ASA and Switching).
• Previous experience in Intrusion Detection Systems/Intrusion Prevention Systems.
• Backup solution understanding, including Veeam.
• An ITIL framework understanding.
• Awareness of Disaster Recovery process and procedures.
• AWS certification is essential.
• Virtualised Technology certification (VMWare or HyperV) is desirable.
• ITIL certification is preferred, however, a good knowledge of the ITIL framework is a must.

Mindset to navigate the role

• A hunger to provide a best-of-class support function.

A good understanding of IT Infrastructures and a variety of operating systems both in the cloud and on-premise

• A well-organised approach to work planning and time allocation to tasks, providing great and efficient customer service and support to multiple business areas at all times.
• Take ownership of analysis, manage the tickets independently, and collaborate to solve the requests/issues.

Ability to clearly document Cloud infrastructure as well as mentor others within the Cloud Services organization.

Temperament for the role

• Exceptional communication skills with people at all levels of the organisation.
• Ability to mentor and educate other members of the team.

Role Requirements

• Flexibility for 24-hour shift work.
• The hybrid work model applies to this role, which requires to come to the office whenever needed. You will be expected to perform in a flexible environment but ensuring delivery.

We are an equal opportunities employer and as such, will make any reasonable adjustments to accommodate the needs of all candidates. If you have any such needs or requirements in the context of your interview, please notify us so that we can make the appropriate arrangements.