Role Purpose

The role will require a Tech Ops Engineer L2 with knowledge of enterprise IT infrastructure technologies to support 2nd & 3rd line activities, maintaining and protecting complex servers, systems, applications, and networks within hosted virtualised environments.

Primary responsibility will be to remediate vulnerabilities across mixed technology estates and plan and implement changes/updates as required. Working closely with the Security teams to understand risks and manage resolution.

Interacting with all support teams and stakeholders across the organisation the candidate will ensure a high quality of delivery and achieve or exceed defined KPIs.

Principal Accountabilities

• Proactive maintenance of all Public, Hybrid and Private Cloud Civica solutions, across all customer estates, post-implementation
• Working with the security teams, complete vulnerability management across all internal and customer estates including management of security toolsets
• Identifying resolutions to vulnerabilities and risks, and designing, scheduling, implementing, and documenting the remediation of these vulnerabilities.
• Diverse Firmware, OS, Application and Appliance management including planning upgrades/updates, vulnerability resolution, licensing, and performance/capacity planning.
• Active Directory management including Group Policy changes/implementation.
• End to end ownership of complex changes in an enterprise infrastructure including following appropriate change control processes, presenting on CAB, and creating/updating documentation.
• Proactive infrastructure monitoring (with SCOM, Opsview and Zabbix) and backup supervision and monitoring (with Commvault, DPM and VEEAM) across all customer estates
• Responsible for planning and executing the internal and customer facing DR tests, including the updating of the DR plans and documentation.
• Update Software Image builds in line with customer solutions and industry hardening standards (i.e. CIS Benchmarks) to make sure patching is up to date and secure on new builds.
• Provision of out of hours support/maintenance where required.
• Development of customer and third-party relationships
• Support colleagues in the Service Centre teams to make sure that reported issues are resolved within SLA’s. Ownership of problems to resolution.
• Liaise with Civica business units and 3rd parties to ensure a seamless resolution, as required.
• Coach and mentor fellow team members to spread skills and knowledge in all aspects of the technical solutions managed by the Technology Centre.
• Reporting to Operations Manager
• Minimum 4+ years of experience in an IT support position of comparable technical complexity
• A strong technical background with a wide range of technical skills
• Able to display a level of gravitas that gives customers and senior members of Civica a high level of confidence in the support of their solutions.
• Strong analytic skills in relation to identifying issues and resolutions • Detail-oriented, proactive self-starter demonstrating a positive, willing attitude and excellent oral and written communication skills.
• An appetite for continuous improvement and the development of practical process and procedures that support the business.
• Able to challenge ways of working and create practical solutions that drive efficiency and customer service.
• Self-motivated and able to work under own initiative and play an active role within the wider Operations team to achieve defined goals.
• Able to clear Security Clearance

Essential Competencies

• Minimum 4+ years of experience in an IT support position of comparable technical complexity
• A strong technical background with a wide range of technical skills
• Able to display a level of gravitas that gives customers and senior members of Civica a high level of confidence in the support of their solutions.
• Strong analytic skills in relation to identifying issues and resolutions • Detail-oriented, proactive self-starter demonstrating a positive, willing attitude and excellent oral and written communication skills.
• An appetite for continuous improvement and the development of practical process and procedures that support the business.
• Able to challenge ways of working and create practical solutions that drive efficiency and customer service.
• Self-motivated and able to work under own initiative and play an active role within the wider Operations team to achieve defined goals.
• Able to clear Security Clearance

Mandatory Skills

• Experience in an IT Operations/Support role of comparable complexity
• Understanding of ITIL framework
• Windows Server operating System, Including Active Directory, DNS, DHCP, Group Policy, AD Resource Forest models
• PowerShell for WindowsVirtualization technologies including MS Hyper-V (Inc. SCVMM with Clustering) and VMWare
• Application management/maintenance including standard applications i.e., Microsoft / Adobe / Java / Oracle
• Network design principles and implementation, Inc. TCP/IP, traffic routing, DNS, VLAN etc.
• Storage (SAN) management
• Experience in an IT Security Operations position of comparable complexity
• Azure and other Cloud technologies
• Certificate / SSL / Cipher / PKI
• Azure Automation / PowerShell scripting / ARM Templates / Azure DevOps
• Configuration and support of managed switches, routers, firewalls, specifically HP and Dell
• Linux OS operations/support including critical systems (BIND/DNS/Secure Email Gateway/FTP)