Senior Infrastructure Engineer (SQL Server)
Job Title: Senior Infrastructure Engineer (SQL Server) Salary: Competitive Location: Cheriton Parc (Folkestone) Department: Group IT About the Senior Infrastructure Engineer (SQL Server) Role The Senior Infrastructure Engineer (SQL Server) is responsible for providing 3rd line technical support to the business, completion of project tasks and deployment of upgrades to the infrastructure. Responsibilities The main responsibilities of the Senior Infrastructure Engineer (SQL Server) are: 1) Provide 3rd line technical support to the business. a) Provide technical support for all incidents and service requests that have been escalated from the 2nd line team (Technical Support Engineer or Operations Engineer roles). Ensure that all incidents and service requests are resolved within the agreed timescales and ensure that the customer is consulted prior to closure. b) Participate in the 24x7 call out service as part of the agreed rota system. c) Actively drive root cause analysis to reduce the volume of incidents and improve customer service. d) Make recommendations for activities that lead to the improvement of the IT service or systems provided to the business. e) Ensure that known errors are accurately recorded and that the recovery procedures are thoroughly documented and shared with members of the IT team. f) Provide input into infrastructure capacity and availability reviews and make suggestions to address any concerns. g) Identify risks within the applications and infrastructure and make the relevant IT manager aware of the technical risk and impact to the business. 2) Completion of infrastructure project tasks. a) Provide input into the technical design phase within a project, working with the relevant Saga technical team or 3rd party technical team where appropriate. Provide technical design documentation where required. b) Working with the Project Manager, produce task plans to include accurate sequencing of tasks and estimates of time required to complete the tasks. c) Use the change approval process and tool to record and seek approval for infrastructure changes. Notify relevant Saga teams or 3rd parties about any changes being made and the potential impact upon them. d) Use the Saga project management tool to record progress activity, updates on issues and risks, and submit the time spent on any allocated tasks. e) Build the appropriate levels of resilience into all new solution requirements. Actively seek out areas where there is limited or no resilience and take unprompted action to address. f) Ensure that the handover of technical change information is distributed within the team in a timely fashion. g) Collaborate and produce suitable technical and project documentation and produce/revise this documentation where appropriate. 3) Release and deployment of hardware and software upgrades. a) Periodically check for new updates to firmware, software (excluding vulnerability patches), hardware and recommended configuration for supported products and share with the team. b) Plan, implement and support firmware, software, hardware and configuration changes following the Saga change approval process at all times. c) Update records for all changes made to the infrastructure including infrastructure diagrams, system configuration and asset details. 4) Personal and team development. a) Share skills and best practice with other team members to support the continual development of the team. Provide ad hoc training, coaching and development to other team members where required. b) Keep up to date with technology and service developments within the industry and make recommendations where appropriate. Contribute to the design of new requirements by researching and developing new solutions or configuration. c) Provide input into implementing and maintaining infrastructure required to support business continuity scenarios. Ensure that concerns regarding the effectiveness of this infrastructure are escalated to the relevant IT manager. The Individual Capability, Knowledge and Experience of the Senior Infrastructure Engineer (SQL Server) Capability 1. Capable of diagnosing and resolving the root cause of complex issues across the infrastructure estate used within Saga through effective troubleshooting, diagnosis and collaboration with other team members. 2. Able to apply the controls required within IT Operations to ensure the appropriate levels of monitoring, resilience and performance are achieved. Takes proactive action to ensure that any incidents escalated to the team are thoroughly investigated to prevent repeat occurrences and enable 1st and 2nd line teams to be able to resolve in future. 3. Able to take business requirements and accurately build these into solutions. 4. Able to design and introduce completely new solutions, not previously used within Saga. 5. Able to apply project management techniques to lead and track complex technical deliveries. Works in partnership with the project manager to ensure delivery to agreed timescale, cost and quality criteria. 6. Able to effectively manage and own multiple tasks to agreed deadlines. 7. Takes ownership and accountability for tasks and issues. 8. Actively seeks ways to improve team processes and seeks opportunities to develop more junior team members. 9. Actively seeks customer feedback to improve performance; prioritises own workload on the benefit to the internal and external customer. Advocates customer service in all elements of work when working with all teams. Knowledge 1. Technical expert in the following disciplines: a. Windows Server (2008/2012/2016) b. Active Directory c. VMware vSphere 2. Has the capabilities and experience to take escalated issues or requirements and work with existing resources or 3rd party expertise to resolve issues or design new solutions. 3. Expert awareness and application of Information Security best practice and processes. Able to support and guide other members of the team on this subject 4. Excellent understanding of the Saga Divisional and Group business strategies, and the ability to deliver accordingly. 5. Actively working towards, or completed, accreditation in an industry-recognised, technical qualification to specialist/professional level, including: a. MCSA (Microsoft Certified Solutions Associate) Windows Server 2012, Windows Server 2016, SQL Server 2012, SQL Server 2016, Office 365, Windows 10 b. VCP (VMware Certified Professional) Datacenter Virtualisation c. MCSE (Microsoft Certified Solutions Expert) d. VCAP (VMware Certified Advanced Professional) Experience 1. Has spent at least 4 years working in technical discipline providing 3rd line technical support to the business 2. Has experience of implementing advanced infrastructure platforms for all systems and can actively define and document technical requirements for more complex projects. 3. Has had a lead role in medium to large scale technical projects. Personal Characteristics of the Senior Infrastructure Engineer (SQL Server) 1. Customer focus - a well-developed individual with a professional, consistent positive attitude towards the customer. Acts on behalf of the customer to resolve IT issues efficiently. 2. Methodical approach to problem solving - works through a problem in a controlled, logical manner using a consistent approach enabling an efficient resolution to both simple and complex problems. 3. Able to complete allocated tasks with minimum supervision to tight deadlines. 4. Has a flexible approach and can react and respond to changing situations within the business and IT team. 5. A positive attitude to team working is essential, both within the department, and across the organisation. 6. Ability to work effectively within a complex corporate environment. 7. Good interpersonal and communication skills. Should be a strong communicator (written and verbal) capable of getting their points across to both technical and business representatives at all levels of the organisation. 8. Strong attention to detail. 9. Good time management skills. 10. A self-starter, able to identify issues and opportunities and ways of resolving/exploiting them. There will be project work to complete, which should be done in a professional manner. The duties listed are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Managers and staff may be required to undertake additional duties, responsibilities and projects as appropriate. To apply for the role of Senior Infrastructure Engineer (SQL Server), please click 'apply now'