Infrastructure Engineer

Infrastructure Engineer – HM Revenue & Customs

Apply before 11:55 pm on Monday 5th January 2026

Location:

Telford

Discover a career in your hands ther you’re seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work  would join Enterprise Service Platforms (ESP) team within CDIO, a new delivery group created to build on and exploit the Service Now platform capability and setting the vision and strategy for service management, ensuring processes are owned and maturing.

Now is an exciting time to join as we optimise user experience and build capability across our organisation. We deliver reliable, secure, and supportable solutions to around 76,000 of our colleagues across HMRC and play a critical part in ensuring that HMRC is both efficient and effective. ESP are accountable for the support, management and development of platforms, tools and infrastructure including SNOW, Service Now integrations and AWS/Azure cloud resources.

Our focus is on ensuring consistent, excellent Customer Experience. We work closely with the other platform groups and their partners to bring IT Systems and Services together. We work with hardworking, upbeat people who grow with the challenge of delivering transformation on a huge scale, and who have hands‑on experience of driving through both technical and business changes. You’ll contribute to the design, development, and support of IT operations solutions based on Service Now best practices, aligned to organisational Key Performance Indicators (KPIs) and service excellence standards.

• Ensuring services are integrated, delivered, and operated as required including the use of real‑time monitoring to proactively address service‑impacting issues.
• Working with and supporting third parties in providing infrastructure services.
• Working with technical architects to translate architectural designs into operations.
• Providing input into technology roadmaps, projects and tasks.
• Working as part of specialist teams and reporting to the Senior Infrastructure Engineer to build, manage, support and maintain solutions according to departmental policy.
• Covering operational support hours between 08:00 and 18:00 and out‑of‑hours on call between 18:00 and 08:00 (weekdays) and 24 hours during weekends and bank holidays.
• Knowledge and/or experience of supporting different operating systems such as Windows Server and Linux/Unix.
• Understanding of physical, virtual & cloud‑based infrastructure (AWS/Azure).
• Good working knowledge of LAN/WAN connectivity, network ports, protocols, connectivity testing/troubleshooting.
• Awareness of automation technologies such as Terraform and Ansible.
• Understanding of the importance of integrating multiple systems and how this can enhance value.
• Good working understanding of IT architecture, infrastructure, and cloud services.
• Awareness of technologies such as REST and SOAP APIs.
• Understanding of IT Service Management and ITIL – familiarity with ITSM frameworks and ITIL best practices for service delivery and process optimisation.
• Backup, storage technologies & disaster recovery solutions.
• Proficiency in building and customizing integrations within enterprise platforms like Service Now, Salesforce, SNOW or SAP.
• Producing and understanding technical documentation such as technical guides and solution design documents.
• Problem‑solving skills – ability to troubleshoot system issues, optimise workflows, and improve platform efficiency.
• Communication and collaboration – ability to engage with stakeholders, translate business needs into technical solutions.
• Knowledge of Agile methodologies – experience working in Agile or Dev Ops environments.
• Security and compliance awareness – understanding of data security, governance, and compliance best practices.
• Continuous learning mindset – willingness to adapt to platform updates, ITIL advancements, and new capabilities.
• Understanding of IT Service Management (ITSM) – familiarity with ITSM frameworks and ITIL best practices for service delivery.

Successful candidates will be subject to…