Why this job matters

• Provide technical consultancy, resolving escalated support issues across the lines of business to ensure systems availability to the customer.
• Support the timely delivery of IT Provision, Decommissioning, Incident handling, Service Requests and Change Management by the team within the published SLAs and KPIs
• Provide technical consultancy in the delivery of the services offered by the team and input to service productivity to achieve targets.
• Provide Line Manager early sight visibility of issues and concerns that could impact the Systems Engineering objectives, and effectively manage escalations.
• Support the Operational elements on transformational opportunities to help meet Dynamic IT and Technology objectives and influence the business to adopt recommendations.
• Support the management of vendor and supplier contracts and/or SLAs/OLAs to BT standards, ensuring value for money and adherence to agreed service/performance levels.
• Practice CI methodology as a standard operating tool used by the team daily to identify areas of waste and drive improvements.
• To provide analytical and innovative input to projects/operational issues as well as support negotiations.
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What you’ll be doing

• Perform server administration tasks (ex: user/group, security permissions, group policies, print services); research event-log warnings and errors; and monitor resources to ensure that systems architecture components work together seamlessly
• Manages operational support, design, implementation, and upgrade experience.
• Monitor data-center health using existing management tools, and respond to hardware issues as they arise; help build, test, and maintain new servers when needed
• Maintain internal infrastructure requirements, including laptop and desktop computers, servers, routers, switches, firewalls, printers, phones, security updates; support internet, intranet, LANs, WANs, and network segments
• Assist the help desk and other teams with troubleshooting to identify root cause, and provide technical support when needed
• Perform routine and scheduled audits of all systems, including backups.
• Customer focused – ensuring that understanding and meeting the needs of the customer is always the primary concern.
• Contributes technical and analytical knowledge where needed to support managers, principals or technical experts to resolve issues during projects.

The skills & experience you’ll need:

• Hands on and technical Deep knowledge of Linux server (OLE, RHEL, Centos, Ubuntu)
• Create and modify scripts or applications to perform tasks using scripting knowledge- Shell Scripting/Python
• To install, upgrade and support desktop applications, hardware and operating systems and perform system and software upgrades including planning/scheduling, testing- Build Server, Kickstart server, OS upgrade and migration
• Basic application installation and configuration knowledge.
• CI/CD exposure such as Jenkins/Gitlab and docker
• Configuration management skills/experience Ansible
• Infrastructure Management with Terraform
• Knowledge of version control system

Measure of success:

• Service Level Agreements e.g. Incident & Change handling time targets
• Key Performance Indicators e.g. Service availability, change success ratio
• Improvements identified and implemented; process hours saved through Continuous Improvement
• Performance goals
• Project deliveries withing agreed timeframe with quality.
• Customer feedback
  • Produces simple solutions that are right first time. Producing solutions that are the right cost, to maximise business benefit.