Job TitleServer Engineer I (TCF)
Job DescriptionThe Server Engineer is responsible for the build, implementation, support, maintenance, optimisation and troubleshooting of a complex and rapidly evolving enterprise infrastructure environment. While primarily focused on supporting the SA and UK estate, the role forms an integral part of the wider EMEA infrastructure team supporting 2,000+ servers
The role requires an experienced, self-motivated infrastructure engineer with extensive hands-on experience supporting enterprise server environments, remote datacentres and critical business platforms. The successful candidate will provide technical support, lead complex incident resolution, contribute to infrastructure design and implementation, and provide technical expertise across a range of server, virtualisation, storage, backup and infrastructure technologies.
The role will act as a technical escalation point for complex server and infrastructure issues, taking ownership of incidents and problems through to resolution. This includes investigating system and platform failures, performing root-cause analysis, implementing corrective actions and working with internal teams and technology vendors where required.
The engineer will be responsible for the installation, configuration, patching, upgrading, maintenance and lifecycle management of operating systems and associated enterprise applications. The role will require the ability to independently research, analyse and resolve complex technical issues while maintaining required service levels, availability and operational performance.
The role will support and contribute to infrastructure projects and new implementations, including technical design, build, testing, implementation and transition into operational support. The engineer will also identify opportunities for automation, standardisation and continuous improvement to increase the efficiency, reliability and resilience of the infrastructure environment.
The role will maintain accurate technical documentation, operating procedures, knowledge articles and infrastructure standards covering Windows and Linux environments and associated infrastructure technologies.
The Server Engineer will collaborate closely with other infrastructure teams, technical specialists, software and hardware vendors and other stakeholders to develop, implement and continuously improve infrastructure services.
The role will also provide technical guidance and mentoring to other engineers and contribute to major incident, problem management, disaster recovery and business continuity activities where required.
Due to the 24x7x365 nature of the infrastructure environment, the successful candidate must be flexible and willing to participate in an on-call and out-of-hours support rota, including evenings, weekends and other non-business hours when required.
Infrastructure Engineering & Operations
- Manage and maintain enterprise server infrastructure, including physical and virtual servers, virtualisation platforms, storage and backup infrastructure.
- Provide technical support and act as a escalation point for complex server, virtualisation, storage and backup incidents and problems.
- Lead the investigation and resolution of complex technical issues, taking ownership from initial diagnosis through to permanent resolution.
- Perform root-cause analysis (RCA), identify corrective and preventative actions, and ensure agreed actions are implemented and documented in accordance with ITIL practices.
- Maintain and improve the availability, resilience, performance and reliability of critical infrastructure services.
- Identify infrastructure risks, single points of failure and potential service-impacting issues, and recommend and implement appropriate remediation.
- Plan and implement infrastructure upgrades, technology refreshes and lifecycle replacements to maintain supported, secure and reliable infrastructure.
- Support the development and implementation of infrastructure standards, technical procedures and operational best practices.
Incident, Problem & Service Management
- Provide technical leadership during major incidents, service outages and complex technical escalations.
- Participate in incident and outage bridges, providing technical guidance and coordinating appropriate technical resources to ensure timely resolution.
- Ensure incidents and problems are progressed effectively and that appropriate technical communication is provided to relevant stakeholders.
- Monitor recurring incidents and infrastructure problems, identifying opportunities for permanent resolution and continuous service improvement.
- Contribute to service availability reporting, operational KPIs and infrastructure performance information where required.
- Ensure technical incidents, RCA documentation, corrective actions and lessons learned are accurately recorded and maintained.
Projects & Infrastructure Implementations
- Participate in infrastructure projects from requirements gathering and technical assessment through to design, implementation, testing and transition into operational support.
- Contribute to solution designs for new and existing infrastructure services, ensuring solutions are technically appropriate, resilient, supportable and aligned with business requirements.
- Lead or provide technical ownership for infrastructure implementations, upgrades, migrations and technology refresh projects.
- Identify technical risks, dependencies and potential issues during project delivery and implement appropriate mitigation to prevent impact to timelines, service availability or business operations.
- Work with project managers, Engagement Managers, senior management, clients and technical teams to provide technical input, progress updates and appropriate escalation.
- Ensure infrastructure projects are implemented in accordance with agreed technical standards, contractual requirements, security requirements and regulatory obligations.
- Produce and maintain technical documentation, design documents, implementation plans, test plans, handover documentation and Standard Operating Procedures (SOPs).
- Ensure completed infrastructure projects are appropriately documented and successfully transitioned into operational support.
Disaster Recovery, Business Continuity & Resilience
- Participate in the planning, testing and implementation of Disaster Recovery (DR) and Business Continuity (BCP) solutions.
- Validate infrastructure recovery procedures and identify opportunities to improve resilience and recoverability.
- Support DR testing, infrastructure recovery exercises and remediation of identified weaknesses.
Continuous Improvement & Automation
- Identify opportunities to improve the efficiency, reliability and quality of infrastructure services.
- Develop and implement technical standards, automation and operational improvements to reduce manual effort and improve service consistency.
- Contribute to the development of best practices and reusable technical solutions across the server infrastructure environment.
- Maintain and improve operational documentation, knowledge articles and technical procedures.
Technical Collaboration
- Work closely with other infrastructure teams, application teams, network and security teams, vendors and other technical specialists to resolve complex issues and deliver infrastructure services.
- Provide technical guidance and mentoring to other engineers where appropriate.
- Work with technology vendors to investigate and resolve complex technical issues and escalate cases where required.
- Maintain a strong understanding of the infrastructure environment and its dependencies to ensure changes and technical solutions are implemented safely and effectively.
On-Call & Operational Support
- Participate in the 24x7x365 on-call and out-of-hours support rota as required.
- Provide technical support during non-business hours, weekends and public holidays when required.
- Respond to critical incidents and infrastructure outages within agreed service levels and provide technical leadership through to resolution.
