Job description:

Key Responsibilities:

Manage daily tasks and activities that ensure systems and services are proactively managed.
Manage the patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.
Manage 3rd line support activities and act as escalation within the service operations function.
Oversee capacity and performance processes for assets that are owned by your teams.
Manage the creation and maintenance of support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
Manage the creation of automation scripts and routines that remove manual intervention from service operations.
Manage the testing and invocation of the business continuity and disaster service operations recovery plans.
Manage the teams to ensure the completion of all mandatory training courses.
Manage the acceptance criteria for the transition of new services into Service Operations.
Participate in the out of hours on call support rota.

Skills, Knowledge and Expertise

Experience working in an IT service delivery or support function OR
MBA or Degree in Information Technology or Information Security.
Experience working with Microsoft technologies.
Excellent communication skills developed working in a service centric organisation.
Ability to interpret fault descriptions provided by customers or internal escalations and translate these into resolutions.
Ability to manage and priorities workload for multiple teams across multiple time zones.
Experience managing technical or process-based forums and meetings such as the Change Advisory Board.
Experience in the creation of data repositories for operational policies, processes and procedures.
Managing technology refresh programs to avoid the use of end-of-life components within the production domain.
Experience working within Education Technology would be an advantage.
Advanced VMWare configuration and management.
Experience of installation of physical hardware within tier 4 data center.
Advanced Microsoft Active Directory configuration and support.
Microsoft Azure and AWS cloud hosting platform administration.
Advanced Microsoft SQL server experience.
Windows Server and desktop management and configuration.
Microsoft IIS web services administration and configuration.
Advanced management of data and SQL backup solutions.
Advanced scripting and automation capabilities.
Advanced knowledge of Azure analytics and KQL.

Principal Infrastructure Ops Engineer