IT Infrastructure Manager
3 weeks ago
System Administrator Role
We are seeking a highly skilled IT Infrastructure Manager to oversee our service team in Chippenham, with flexible work-from-home options. This individual will be responsible for ensuring high-quality service delivery, rapid incident response, and robust platform operations within our AWS-hosted environment.
Key Responsibilities:
- Lead the Service Desk team, ensuring top-quality end-user support through Jira ITSM to manage incidents, requests, and problem records, maintaining SLAs and KPIs.
- Oversee platform operations on ServiceNow, ensuring stability, compliance, and a secure environment with support from Systems Administrators.
- Ensure accurate configuration and asset management in the ServiceNow CMDB to support reliable service delivery.
- Implement and monitor business continuity and incident response plans using AWS CloudTrail and CloudWatch for proactive security and system health tracking.
- Customize ITSM processes in Jira and ServiceNow to align with MOD standards, continuously improving workflows and adhering to ITIL best practices.
- Collaborate on service enhancement initiatives, tracking and optimizing processes with DevOps and SOC teams to support a high-security environment.
Essential Skills & Experience:
- Jira ITSM Proficiency: Skilled in managing incidents, requests, changes, and problem records with full compliance to SLAs and ITSM practices.
- ServiceNow Expertise: Experience managing workflows, application configurations, and user access in AWS-hosted environments.
- AWS Cloud Monitoring: Proficient in AWS CloudTrail and CloudWatch for security and activity audits.
- Configuration Management: Knowledgeable in ServiceNow CMDB for accurate asset and configuration management.
- Leadership: Strong leadership and collaboration skills to drive service improvements and stakeholder engagement.
- ITIL Certification: ITIL v3/v4 certified, with a focus on Incident, Change, and Service Management.
- MOD Framework Knowledge: Familiar with MOD's SIAM framework and Defence Service Management Framework.
- AWS IAM and RDS: Experience in AWS IAM for secure access and AWS RDS (e.g., MariaDB) in ServiceNow.
- Security and Optimization: Knowledge of NGINX for traffic routing and managing access in secure environments.
Benefits:
- Salary: £40,000 - £50,000 per annum
- Healthcare: Private healthcare
- Leave: Unlimited holiday policy
- Career Development: In House training, accessible during work hours
- Pension: Auto-enrolment pension scheme
- Work Environment: Balanced, high-performance culture with employee socials and events
- On-site Amenities: Lounge area, bar, plus free cake and fruit
- Referral Programs: Staff and customer referral schemes
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