Description
Summary
As the Systems Engineer within the Enterprise Technology department under Group Corporate Services Office, you’re a technical SME, with responsibility for managing and maintaining the effective operation and compliance to security standards for on premise infrastructure and accountability for assuring cloud managed services.
Your role will be crucial in providing secure, reliable and highly available service that has a direct impact on productivity and colleague experience. You’ll contribute to a culture and service that is evergreen and continually reviewing opportunities to improve.
Your time will be shared between BAU and project activities to maintain the lifecycle of on-premise infrastructure and continually evolve cloud services.Reporting to the Infrastructure & Cloud Operations Manager, who in turn reports into the Head of Enterprise Services, within the Enterprise Technology Directorate.
Supporting the continuous improvement of an enterprise scale infrastructure and cloud operations service, aligned and operating to industry standard frameworks and good practice including ITIL.
As a security focussed organisation, you will have a good understanding and be able to apply your knowledge of ISO/IEC27001, Cyber Essentials Plus and NCSC guidance to deliver secure, efficient and compliant services enabling ongoing alignment and certification.
The role involves you working closely with other technology teams, specifically other members of the Infrastructure and Cloud Operations team, EUC, Security & Risk and Architecture teams, as well project managers and external vendors.
Enterprise Technology consists of the following functions:
• Service Delivery
• Enterprise IT Services
• Enterprise Applications
• Enterprise Architecture
• Security, Risk & Data Protection
This role will be required to demonstrate a technical proficiency, strong customer focus, professionalism, flexibility and commitment to delivery of exceptional service outcomes.
Activities:
Support and administer secure, robust and cost-effective services including virtual and physical computing, storage and backup platforms as well as networks and communications systems
Carry out and/or facilitate systems maintenance to ensure effective delivery of service
Configure and maintain effective monitoring processes to identify events/incidents and ensure timely resolution and/or make proposals for improvements
Investigate assigned 3rd line Incidents resolving within SLA, communicating progress throughout. Liaising with Enterprise Technology colleagues, suppliers and 3rd party information sources as required to achieve resolution. Document and contribute to analysis and review processes
Providing technical support for complex hardware, software, and connectivity issues
Monitor, document and report systems capacity and usage and contribute to capacity management processes to ensure business needs are met
Document policies, troubleshooting guides and lead on the creation of standard operating procedures to ensure operations are delivered consistently
Responsible for on-premise infrastructure hardware and software lifecycle to maintain currency
Identify and address any architectural deficiencies.
Support the creation of KPI’s and measurement of infrastructure and cloud services
Work with suppliers to optimise infrastructure and cloud services and support supplier management to ensure they meet contractual obligations
Be aware of evolving security threats aligned to infrastructure and cloud operations, providing recommendations to minimise risk
Support user adoption of services, enabling colleagues to be digitally confident
Support business continuity management processes, proactively scheduling testing of resilience to aid efficient recovery in the event of disruption to normal operations
Detailed design for continuous improvement and Level 3 projects and delivery of technical activities
Contribute ideas for continuous improvement that enhance colleague experience, security, supportability including shift left that will influence the infrastructure and cloud operations roadmap
Collaborate with other technology specialists on broader technology initiatives
Responsible for accepting new technologies into service
To be successful in this role, you will need to know:
Technical proficiency in end point management tools and technologies: Physical and virtual server technologies, Microsoft cloud technologies, AD, AAD, Entra, Intune, Defender Suite, networking, storage, backup solutions.
Strong scripting skills (PowerShell, etc.) for automation and customization.
Comprehensive knowledge of Microsoft365
Excellent problem-solving skills with the capacity to handle and resolve complex incidents.
Good knowledge of and the ability to apply ITIL, ISO/IEC27001, Cyber Essentials Plus and COBIT standards and frameworks into the delivery of the infrastructure and cloud services
Provide excellent customer service
Be collaborative and build strong relationships with stakeholders and departments across AQA
Exercise substantial personal responsibility and autonomy. Use substantial discretion in identifying and responding to complex issues and assignments as they relate to the deliverable/scope of work
Plan, schedule and monitor work to meet given objectives and processes to time and quality targets
Make decisions which influence the success of projects and team objectives, demonstrate an awareness of risk and takes an analytical approach to work
Communicate fluently, orally and in writing, and can present complex information to both technical and non-technical audiences when engaging with colleagues, users/customers, suppliers and partners.
Security, privacy and ethics — fully understands the importance and application to own work and the operation of the organisation. Engages or works with specialists as necessary
A business awareness with specific knowledge of the customer and how success in own role relates to business goals
Adherence to AQA values such as having a step-up mindset, making pragmatic decisions, and delivering at pace
Take responsibility for own personal professional development
Rapidly absorbs and critically assesses new information and applies it effectively
Ideally hold professional certifications relevant to the role, some examples being;
ITIL Foundation
Microsoft Certified: Azure Administrator Associate AZ-104
Microsoft Certified: Identity and Access Administrator Associate SC-300
Microsoft Certified: Azure Security Engineer Associate AZ-500
Microsoft 365 Certified: Administrator Expert - MS-102
There will be a requirement to provide out of hours support on a rota basis