Infrastructure Specialist

3 months ago

Warwick, United Kingdom Pilgrim's Europe Full time

Purpose

The Infrastructure Specialist will be working across a broad range of technologies and liaising with multiple areas of the business to support, design, evaluate, build, deliver and maintain the provision of a performant and secure distributed Infrastructure environment.  They will be responsible for providing specialist technical support and expertise across Pilgrim’s Europe’s workplace technology environment covering all enterprise digital workspace solutions, desktop operating systems, application packaging, configuration/patch management and maintenance, unified comms, audio visual solutions and scheduling of project and core support activities.  To provide specialist technology expertise and be the escalation point across the Infrastructure Services Team, including technical ownership and management of high priority incidents and problem records.  Ensuring that technology implemented is supportable and maintainable whilst making practical and commercial recommendations for the maintenance of our technology landscape. Driving efficiencies in the TCO of our technology solutions.  They will review the demand pipeline of work so that the impact to support and maintenance is understood. Work with Management to input into the Technology Strategy and to define the technology direction of the company, ensuring alignment to the Infrastructure Roadmap.  To participate in the design authority process for all IT decisions within programmes, ensuring alignment with Architecture.

Key Responsibilities

  • Be responsible for maintaining and proactively managing the portfolio of IT Solutions
  • Provide Specialist level Incident and Problem management support.
  • Architect and Design Solutions that are resilient, secure, and scalable across on-premise and cloud environments.
  • Perform problem identification and root cause analysis for complex issues.
  • Perform regular health checks identifying and recommending any potential service improvements
  • Participation and engagement in Projects/Service improvements impacting Infrastructure Services.
  • Identification ownership and implementation of proactive maintenance plans including essential upgrades and software patches.
  • Monitor and review service performance at a component level e.g. Application Server, production of reports including recommendations for risk mitigation.
  • 3rd party/vendor liaison with respect to technical support, build and maintenance.
  • Meet levels of service in line with published/agreed SLA’s.
  • Adherence to all Pilgrim’s Europe processes including: -
    • Raising, reviewing and approval of Change Controls.
    • Identify, investigate, update and resolve problem records.
    • Ensuring the configuration management database is maintained.
    • Ensuring that technology implemented is supportable and maintainable.
    • To ensure supporting documentation is maintained in line with improvements and maintenance activities.
  • Provision of out of hours support including participation in an on-call/stand-by rota. (as per direction from line manager)
  • Able to work unsocial hours when required which may include short durations away from home
  • To provide technical guidance to colleagues.

Skills & Knowledge


  • A minimum of 5 years’ experience in a specialist architecture/support/delivery role in a medium to large organisation, with significant technical delivery/support responsibility.
  • Deep technical knowledge/specialism of the following technologies to “Expert” level:
    • Microsoft system Centre (SCCM, Intune, MEM) and Application packaging
    • Azure AD/OneDrive/Desktop Group Policy/MFA
    • Windows Desktop Operating Systems/Microsoft365/End Point Protection
    • Day to day service operations in the Workspace environment
    • Global Desktop obsolesce, patching and security
    • Unified Comms Solutions
    • Audio Visual Solutions
    • M365 Administration, Mimecast Administration
  • Experience of architecting, designing, configuring, implementing, developing and supporting complex solutions with a value in excess of £500K.
  • Experienced in impact analysis and technical risk assessment.
  • Previous experience of budgetary and financial controls are desirable.
  • Experienced in driving colleague/customer results through management of direct/indirect resources.
  • Experienced in coaching, mentoring, and guiding technical staff
  • Fully conversant with ITIL principles and a thorough working knowledge of Incident, Change & Problem Management.
  • Understanding of culture in its broadest sense and the diversity of a global organisation.

Essential Criteria 

  • Formally qualified in IT either through a primary degree, post graduate masters or professionally.
  • ITIL qualified or experience gained from managing in an IT service management environment
  • Microsoft / Vendor Qualification

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