Cloud & Infrastructure Engineer

Purpose of the role

The Cloud Service Desk team was formed at adm Indicia in 2020 following a desire from the business
to migrate to a cloud-based environment. The team is technology-driven and is empowering
business areas to new progression. The team assumes responsibility for the infrastructure for a
number of clients (including ITV) and is made up of a team lead supported by a number of engineers.
The team is responsible for our internal infrastructure including servers and cloud environments. The business services requiring support are 24 hours a day, 7 days a week.
As clients (internal and external) have users located across the globe, the team operates in a varied
shift pattern to ensure the provision of full support to users.

• To control and maintain all areas of the business IT cloud and internal infrastructure.

• Create and maintain up-to-date and accurate documentation of systems and infrastructure.

• Ensure systems are monitored and effective backup processes are in place, ensuring
outages are responded to efficiently and a high level of system availability is maintained.

• To monitor and maintain system security in line with company standards.

• Be an owner of infrastructure issues, ensuring, where possible, that issues are mitigated
before they cause an impact on the company or its clients.

• Maintain constant monitoring of the company's Intrusion Detection System and other
systems to ensure our information security is as tight as possible.

• Make sure systems and methods of recovery are fully understood to ensure priority and a
prompt resolution to outages.

• Constantly review system backups and procedures to ensure they are running within
company practices and all systems are covered.

• Work closely with the Team Leader, Global IT Infrastructure Manager, and the various
infrastructure teams to ensure the company is fully communicated when required, such as
during outages.

• Maintain accurate and up-to-date documentation of all systems and infrastructure.

• Be a point of escalation for the IT Team, including supporting 1st and 2nd line issues where
required.

• Manage support tickets, changes, and incidents in line with ITIL frameworks.

• Identify areas of improvement in both the infrastructure and department processes.

• Keep abreast of the latest technologies and legal requirements to make sure the company
always has the tools and setup it requires to function at its best.

• To ensure ticket Service Level Agreements are met and adhered to at all times, making
escalations minimal, especially tight SLAs around incidents occurring in client setups.

• Take part in a 24x7 shift structure to ensure all our systems availability is maintained.

• Any other ad-hoc works as requested by the business.

Strategic Planning & Decision Making:

• Identify areas of improvement in the infrastructure and work with the whole IT team to make
changes where required.

• Prioritise support tickets to ensure that business-affecting issues are dealt in line with SLAs.

• Make decisions to ensure system stability, ensuring that uptime is in line with previous years,
service restoration is quick and disaster recovery scenarios are planned.

• Always provide efficient customer service.

• Escalating issues to guarantee that problems are resolved within SLAs.

Relationships:

• An extremely close and strong relationship with all members of the technology team, local
and remote.

• A strong relationship with the Team Leader, Global IT Infrastructure Manager, and Global
Head of IT to ensure that information is cascaded both up and down.

• Close supplier relationships to ensure that service and cost are at their best.

Skills, knowledge, experience, and exposure

• Previous AWS and Azure Infrastructure experience of at least 4 years.

• Previous virtualization support experience of at least 2 years.

• High working knowledge of Amazon Web Services, Azure, Google Cloud, and Office 365.

• Knowledge of Linux (Ubuntu or Debian preferred, Red Hat Enterprise if possible).

• A high level of virtualization support experience using both VMWare and Hyper

V.

• An understanding of network and Cisco support (ASA and Switching).

• Previous experience in Intrusion Detection…