Role: Infrastructrue Support Lead
Location: Thames (2/3 days a week on site)
Salary: Up to £60,000
In this role, you will be accountable for managing the IT Infrastructure incident tickets that are raised both internally and to our vendors. You will be responsible for closing those tickets yourself where possible or regularly contacting vendors every day for the resolution of their open tickets. The estate consists of c.10,000 end users across c.600 hotels, head office and field based teams. You will work alongside a small infrastructure team and report to the IT Core Infrastructure manager. You will be responsible for all Infrastructure ticket activities on a day to day basis ensuring we achieve SLAs, regularly update our customers, operational administrative checks and deliver a great customer service experience.
The team is responsible for Overall network stability through partners and a small team of inhouse engineers.
Managing the Infrastructure incident support queues activities on a day to day operational basis, providing an awesome, responsive and consistent support service to customers at all times.
Identifying, proposing and helping to deliver infrastructure related service improvement initiatives with the team where you can identify improvements.
Working closely with other Operations teams and vendors to ensure there is a coordinated approach to infrastructure support.
Overseeing and managing the infrastructure support queue, ensuring all tickets are resolved/fulfilled within SLA and customer satisfaction targets and other KPIs are achieved.
Owning and coordinating all infrastructure related incident/major incident activities assisting with root cause analysis, incident trending analysis and vendor management.
Coordinating and overseeing infrastructure related change management activities, ensuring the change management process is adhered to at all times and maintaining a forward schedule of change for all infrastructure services and third parties.
Ensuring a holistic set of standard operating procedures and wikis are actively maintained and utilised for all in house and third party infrastructure support activities.
Proactively managing the transition of new or updated infrastructure services/technologies into support in conjunction with the service delivery Specialist and Service Management team.
Work closely with various vendors, driving the resolution of incidents and fulfilment of requests, participating in regular service reviews.
Providing periodic reporting and management information on infrastructure performance and operational KPIs.
Maintaining all operational and administrative tasks such as assisting with procurement, completing daily operational checks and identifying potential service improvement plans.
Skills and experience required:
Minimum 3 years' experience of managing infrastructure support activities in a fast paced, customer centric and multi-site business.
Excellent organisational skills
Technical skill set for hands on resolution of issues raised.
Experience within a technical role of Windows server, Azure, Google Workspace, Meraki Wifi amongst others.
Hands-on experience of supporting business infrastructures with an understanding of core business processes, and ideally a good understanding of hospitality or a similar industry.
Strong vendor management experience having held roles where business infrastructures are managed and delivered under IaaS, PaaS and SaaS models.
Strong interpersonal skills with an inherent ability to effectively communicate with and influence others.
Ability and willingness to determine when an escalation must be made to a 3rd party and owning that escalation proactively.
High levels of energy, drive and resilience, with the flexibility to thrive in a fast-paced, dynamic environment.
Must be able to multitask and manage a large and varied workload and demonstrate high levels of self organisation.
Drive and determination to continuously improve customer satisfaction.
Minimum ITIL V3 Foundation certified or significant experience in an ITIL aligned environment.