Infrastructure Operations Manager

4 weeks ago

Coventry, United Kingdom ParentPay Group Full time

Infrastructure Operations Manager

Department: IT

Employment Type: Permanent - Full Time

Location: Coventry, UK

Reporting To: Scott Hawkes

Description

As Infrastructure Operations Manager you will lead a team of Platform Infrastructure Engineers. Managing all infrastructure support tickets arising from business and IT support requirements and working to manage service and maintenance tasks.

You will report directly to the Head of Infrastructure Services as part of a growing Service Operations team.
The Infrastructure Ops Manager will oversee day-to-day activities of the Infrastructure Ops Team and will be responsible for and be proactive in ensuring that the businesses infrastructure including Data Centres, Azure, Servers, Networks, Storage and related systems are robust, resilient and high performing to meet the evolving needs of the ParentPay group and will work in partnership with the IT Engineering , Monitoring and Observability, IT support, Application Support Service Ops teams ensuring systems, services & infrastructure work reliably and securely.

Key Responsibilities
  • Line management responsibilities for the team; providing support, personal development plans and undertaking 1-2-1 reviews.
  • Working closely with the Monitoring and Observability, IT Support and Engineering teams to triage all infrastructure tickets and escalate to the Engineering team when SME resource is required.
  • Develop the skills and competence within the infrastructure team to fulfil business requirements.
  • Security first approach to all systems, working closely and in a collaborative way with the Group SecOps function to ensure that all systems and changes have security at the forefront.
  • Manage the teams to make sure Solid Change, Problem and Incident management processes are followed.
  • Working with the Service Ops teams to ensure the BAU handover process is followed for any new systems delivered by the project delivery team for production/services when they go live.
  • Work with the teams to create manage and ensure all KPI’s are met including but not limited to system availability uptime, regular maintenance scheduling and resolution of support tickets.
  • Work with the Application Ops and Infrastructure Engineering teams to create, manage and maintain OLA’s including response times for incidents or problems, availability of servers supporting applications.
  • Working with the Head of Infrastructure Services define all the services and systems the teams are responsible for in a Service Catalog.
  • Make sure a redundant, robust and secure backup process is always maintained and tested both on-premise DCs and Cloud based systems.
  • Manage a maintenance and patching schedule working towards an automated zero down-time maintenance model wherever possible.
Skills, Knowledge and Expertise
  • Experience managing an Infrastructure support team or similar.
  • Experience of workloads of both on-premise data centres and Azure.
  • Excellent communication skills across all levels .
  • Excellent time management.
  • Ability to prioritise own workload.
  • Resilient with a ‘can-do’ attitude.
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