This role acts as a 3rd line operations subject matter expert and includes responsibility for managing staff and overseeing workloads. You will focus on improving service quality and shifting appropriate work to earlier support tiers.
You will work as part of a team of Infrastructure Engineers to ensure services are effectively integrated, delivered, and operated. This includes working closely with third‑party suppliers and technical architects to translate architectural designs into reliable operational services.
You will oversee incidents and problems, liaising with users, colleagues, and third‑party providers. You will also contribute to broader management activities, including service improvements, onboarding new services, problem management, and staff development.
In this role, you will develop subject matter expertise in specific products and technologies and provide guidance and support to junior engineers.
As our services operate 24/7, you may need to occasionally work outside of office hours, including participating in an on‑call rota implementing technical changes, with additional pay for out‑of‑hours work and on‑call.
Main responsibilities
Your main day to day responsibilities will be:
* Maintaining and supporting End User and Collaboration products, processes and documentation (Windows, M365, end user devices – desktops, laptops and mobiles) at 3rd line.
* Responding to incidents escalated from L1 and L2 support providers, ensuring relevant prioritisation, successful resolution and improvements to documentation and processes based on lessons learned.
* Diagnose and resolve technical problems, ensuring that technical solutions continue to meet business requirements taking accountability for actions taken and decisions made.
* Working collaboratively with other providers and teams to deliver an IT service ensuring value for money by assigning tasks and knowledge to earlier resolver groups.
* Initiating and monitoring actions to investigate patterns and trends to resolve problems, including consulting specialists where required. You will determine the appropriate remedy and assist with implementation of fixes as well as preventative measures.
* Maintaining and updating supporting documentation aimed at users, colleagues and other suppliers.
* Managing, coaching and mentoring more junior infrastructure engineers, participating in their appraisal and related performance management processes.
* You will take responsibility for a range of products (e.g. SPOL, Exchange, etc.) and/or internal processes (e.g. problem management, acceptance into service, etc.)
UK residency and security requirements
For meaningful security checks to be carried out, individuals need to have lived in the UK for a sufficient period of time. Learn more on our website. Security Checks - Home Office Careers.
Please note that this role requires Security Check (SC) clearance, which would normally need 5 years’ UK residency in the past 5 years.
Candidates must also hold or be prepared to undergo NPPV3 clearance.
However, in exceptional circumstances security clearance applications for candidates who have been present in the UK for at least 3 of the last 5 years may be considered. Failure to meet this residency requirement will result in your security clearance application being rejected.
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