Location: London/Hybrid
Hours: 40 hours per week
Contract: Permanent - Salaried
Merlin is embarking on an exciting business transformation focused on sustainable growth, underpinned by technological leaps in capability. The Infrastructure Operations Technician is responsible for supporting the day-to-day operations of our IT infrastructure. This role is critical in ensuring the reliability, performance, and security of our systems and services. The role will work closely with the Infrastructure Operations Manager and other technical teams across a global environment to maintain critical server infrastructure and provide third line support for server and end user devices within an ITIL-aligned framework. A strong focus on operational excellence is essential, ensuring that services are delivered consistently, efficiently, and to the highest standards.
Responsibilities
Incident Management
Monitor and maintain servers, storage, and virtual environments to ensure strong performance and uptime.
Respond to incidents and service requests within SLA targets.
Carry out routine maintenance, including patching, backups, and updates.
Support deployment and configuration of infrastructure components.
Assist with disaster recovery and business continuity activities.
Maintain accurate technical documentation.
Work with global IT teams to deliver projects and resolve issues.
Escalate complex problems to senior engineers, vendors, or service providers.
Contribute to major incident response, ensuring quick resolution and thorough post‑incident reviews.
Follow ITIL processes and drive ongoing service improvement.
Support 24/7 operations through participation in global on‑call rotations.
Stakeholder Management
Communicate system status, issues, and incident updates clearly to technical and non‑technical audiences.
Work closely with internal teams, external partners, and senior leaders.
Adapt communication style to suit different stakeholder groups.
Collaborate with senior engineers and vendors to resolve high‑impact issues promptly.
Compliance & Governance
Ensure all infrastructure operations comply with organisational security and data governance standards.
Maintain strict adherence to policies, regulations, and best‑practice security principles.
Qualifications & Experience
Minimum 3 years' experience in enterprise infrastructure or systems support, with demonstrated expertise in Microsoft Intune (Endpoint Management), SCCM (Configuration Manager), and Azure administration, and proven ability to interpret complex technical requirements and collaborate effectively with stakeholders across global business units.
Strong understanding of server administration (Windows) and virtualisation technologies.
Familiarity with monitoring tools, ticketing systems (ServiceNow), and ITIL processes.
Experience with cloud platforms (e.g., Azure, AWS) is desirable.
Excellent troubleshooting and problem-solving skills.
Strong communication and documentation abilities.
Relevant certifications (e.g., CompTIA, Microsoft, ITIL) are a plus.
Experience in scripting such as PowerShell.
Detailed understanding of Windows Operating Systems (both server and desktop)
Understanding of Windows Patching and deployment systems
Experience of supporting an endpoint management solution such as System Centre Configuration Manager (SCCM), Microsoft Endpoint Management (MEM), Manage Engine Endpoint Central.
Experience of managing and supporting Microsoft 365 and related services such as Teams, Sharepoint, Exchange online.
Experience in Mobile Device Management (MEM/Intune) for iOS/Android devices.
Working experience using administrative tools, including the configuration of Group Policy Objects, Active Directory, and Azure Active Directory.
Familiar with working in a medium to large enterprise environment.
A good level of network infrastructure understanding.
Experienced in working within the ITIL framework, including incident, change, problem, and asset management.
Experience in supporting the Apple Mac OS operating system.
Experience in managing MacOS within Microsoft Azure (Intune)
Benefits
'Enjoy the Ride' Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones
Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year's service
33 days holiday (including bank holidays)
Company bonus
Private pension scheme
40% discount online off LEGO
25% discount in our on-site retail shops and restaurants
Ongoing training and development opportunities
Plus, many more…
If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at and one of the team will get back to you as soon as possible.
Pay Range
Competitive