Job Description

Duties/Responsibilities

This is a highly collaborative, hands-on role that implements and manages quality services that meet the needs of the business, including:

Management

• Manage a team of Technical System Engineers, ensuring their workloads and priorities are delivered to agreed ITSM KPI\'s.
• Own, manage, maintain and document the toolsets, platforms and technologies as indicated in the Person Specification, including: network, cloud, virtualisation, storage, server, integration, desktop, mobile, telephony, print, etc solutions.
• Develop and maintain an Infrastructure Service Improvement Plan ensuring prioritised, business beneficial enhancements are planned, delivered and communicated.
• Manage team resources across multiple projects and BAU activities, balancing competing demands and agreeing mutually agreeable outcomes with relevant stakeholders.
• Use agile methodologies and supporting tools, in combination with more traditional structured approaches and governance, to deliver technical change.
• Work directly with customers and senior stakeholders, actively seeking to understand business requirements and translate customer and stakeholder feedback into product enhancements.
• Work with colleagues across the EMCORUK community to promote and drive good practise use of technical tools and products.

Technical

• Ensure the IT infrastructure and services are fully maintained and monitored. Implement a preventative systems maintenance plan for all infrastructure components, to ensure unplanned downtime is minimised, reducing the impact to our customers.
• Identify and prioritise areas for service improvement and champion these within the EMCORUK Agile framework.
• Manage business continuity and disaster recovery planning, actively driving IT DR development, planning, testing and reporting.
• Continually review how technical services are provisioned, always seeking to innovate and provide value for money to EMCORUK.
• Maintaining effective relationships with external IT suppliers and partners, to ensure in-house resources are sufficiently supported and supplemented where appropriate.
• Provide experience-based recommendations to operational and project teams on best practice approaches to effective toolset administration, configuration, and management.
• Act as technical leader, as part of project teams and to recommend and create designs for new Infrastructure services. Own work packages to implement and deliver solutions.
• Support the strategy and delivery of the IT environment and services, working collaboratively with the business, Business Partners and other technology teams.
• Develop the team capabilities, ensuring successful continuous service improvement (CSI) of IT support capabilities
• Working collaboratively with other EMCORUK technology managers to take advantage of new technical innovations, used as a catalyst for driving change with key business sponsors.

[Including other related or reasonable requests required to manage and support the role or EMCORUK business practises]

Person Specification

Knowledge

• Significant professional experience in a similar hands-on technical role.
• Managerial experience in leading a team of multi-capability 3rd Line Systems Engineers.
• Ability to balance multiple priorities simultaneously with the ability to adapt to the changing needs of the business whilst meeting deadlines.
• Excellent written, oral and interpersonal communication skills with the ability to effectively interact with all stakeholders including senior leadership.
• Independently manage own time to ensure delivery of outcomes against agreed deadlines, across a diverse and changing portfolio of operational, project related and management tasks.
• Excellent troubleshooting skills and effective verbal and written communication skills with the ability to effectively interact with all stakeholders including senior leadership.
• Ability to communicate complex technical information to non-technical customers.
• Experience of implementing new initiatives or driving through process change and new ways of working.
• Ability to balance multiple priorities simultaneously with the ability to adapt to the changing needs of the business whilst meeting deadlines.
• Experience of large, complex organisation\'s with enterprise wide use of IT.

Qualifications / Experience * Educated to degree level or equivalent workplace experience

• Broad knowledge of managing and operating secure, enterprise class, infrastructure, platforms and technologies, both on site and in the cloud:

• Strong knowledge of configuring, monitoring and managing Microsoft\'s cloud-based platforms and related tools, including: Azure IaaS, Power BI, AVD, DevOps, etc.
• Experience operating, monitoring, and maintaining large PaaS and SaaS services and Hybrid infrastructures (e.g., VMware / Azure).
• Experience of Microsoft Office 365, Productivity and MDM toolset: Exchange Online, Teams, Intune, etc.
• Broad working knowledge of securely configuring, operating and monitoring standard Microsoft services, software, and protocols, typically:, SCCM, Active Directory, Azure AD, ADFS, DNS and DHCP, SMTP, MS-SQL Server, and the support of legacy Windows systems.
• Experience of supporting networks: LAN & WAN deployments, Palo Alto firewalls and Load balancing appliances.
• Knowledge of Azure DevOps toolset, service automation & integration software and productivity technologies: PowerShell, Python, Containers, Kubernetes, SAML, Oauth, CI/CD etc.
• Experience of agile delivery principles: Scrum, Kanban.
• ITIL Foundation V3 / 4 accreditation and experience of ITSM principles, concepts, process workflows and procedures.
• Experience of internal and external auditing by third parties such as the BSI.

Experience of ISO27001 and Cyber Essentials Plus

Benefits

Not Specified

EMCOR