Responsible for the run and project activities across the Thales Infrastructure estate. Covering key areas of the estate including platforms and virtualization. The main focus of the role is the support, maintenance and delivery of the server infrastructure and associated technologies.
Responsibilities
* Work on incidents and tasks based on SLA
* Maintain the Infrastructure estate including patching, updates, fault finding.
* Plan and remediate obsolete infrastructure on the platform.
* Work with other teams to diagnose complex issues.
* Manage the action life cycle events based on the infrastructure roadmap following the change management process.
* Create and maintain accurate records of Infrastructure services and assets, including documentation.
* Implement technical solutions to meet specifications and changes contributing to service improvement and systems management.
* Participate in Service Transition process and activities.
* Work within a team or independently to create and implement technical changes.
* Identify service inadequacies and contribute to the Customer Service Improvement Plan.
* Maintain understanding of current and emerging infrastructure technologies.
* Work closely with CSOC in the event of received intelligence or cyber‑attack.
* Perform any other duties commensurate with the grade or deemed appropriate by the Local Chapter Lead or Product Owner.
Typical Routines
* Responding to newly identified issues.
* Raising Request For Changes.
* Carrying out detailed investigation and producing reports.
* Updating system documentation.
* Extending own knowledge and desire to develop new technical skills under own initiative.
* Monitoring infrastructure and proactively responding to alerts.
Internal Company Contacts
IS teams, IS Team leaders, IS directors, Thales business managers and staff, Service Management, CSOC.
Qualifications
* Bachelor Degree or minimum 3 years experience in a third line support role.
Desirable Qualifications
* Professional certification.
* VMware Certified Professional.
* MCP/MCSA/MCSE.
* ITIL Foundation certificate.
* AWS certification.
Experience, Skills and Knowledge
* Good organisational and communication skills.
* Communicate effectively at different levels working collaboratively to a common goal.
* Ability to improve the processes and tools used on a daily basis.
* Desire to contribute to continual service improvements.
* Experience in analysing issues to diagnose faults or anomalies.
Essential Technical Skills
* VMware infrastructure – ESX, VSAN, NSX, VRA.
* Virtual Desktop knowledge – Horizon, Citrix.
* Windows Server 2003‑2019 including core functionality e.g. DHCP, DNS, PKI, AD, GPO.
Desirable Technical Skills
* Network technology including switching, routing, firewalls, wireless, UCC (Jabber), ISE, load balancers.
* Linux technology including Red Hat, Puppet, IDM.
* PowerShell, Bash.
* Storage and backup solutions e.g. NetApp/NetBackup.
* Application packaging for physical and VDI desktops using SCCM and App Volumes.
Qualities & Aptitudes
* Professional, positive, customer‑focused attitude.
* Flexible working attitude, prepared to work outside of service hours if required.
* Motivated and committed.
* Open and honest.
* Team player.
* Ability to work under own initiative with little or infrequent supervision.
* Ability to create and manage positive working relationships.
* Good time management.
* Comfortable working to deadlines.
* Ability to multi‑task, prioritise workloads effectively and deal with a variety of tasks.
* Ability to accurately prioritise new incidents.
Benefits
* Private medical insurance.
* Buying or selling annual leave.
* Cycle to work schemes.
* Employee discounts.
* Paid volunteering day.
* Stocks and shares.
* Annual bonus and other benefits depending on the role.
Thales is a global technology leader with more than 83,000 employees on five continents. We ensure equal opportunities, pay and working conditions for all. We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring.
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