Graduate Infrastructure Operations Engineer / Bracknell, Berkshire / £37,750

Location: Bracknell, Berkshire

Salary: £37,750 + benefits + bonus

Our client:

Our client is a leading global provider of cloud communications solutions that help organisations provide the best customer engagement and experience.

From its omnichannel cloud contact centre solution to its bespoke integration systems, they use cutting-edge technology to transform communications and make mass personalisation a reality. This includes the development of AI and propensity modelling to create seamless end-to-end customer journeys that inspire loyalty and power the success of organisations worldwide.

The role:

Due to our client's rapid global expansion, we are looking for a Graduate Infrastructure Operations Engineer to join an exceptional team.

Working within a team responsible for all activities associated with designing, deploying and maintaining the global infrastructure supporting our key services and applications. The infrastructure role includes acting as an escalation point for engineering departments for customer-facing faults. Engineers are tasked with creating, approving and executing changes associated with both the initial deployment and life-cycle management of all hardware and software, internal and external, deployed on production platforms.

A primary responsibility of the team is the configuration, monitoring and resolution of all platform alarms, as well as providing training for and assessing rotation engineers. Working with other engineering teams and the Project Management team is crucial to the role in order to ensure that customer pipelines are correctly factored into the capacity management of the platforms. As the team supports critical services including emergency services, there is an element of out-of-hours work including weekday overnight and weekend on-call shifts to ensure minimum disruption and best-in-class customer service at all hours. Working with DevOps methodology underpins every aspect of the Infrastructure Operations Engineering role.

This role interacts with the Support team and other Network/Application teams and so the individual must exhibit a “team” attitude in order to make sure Support receives the service required and Network/Application teams receive the information required in a timely and professional manner.

The platform is used 24x7 and across customer sites so there is some expectation to support out-of-hours from time to time, and to visit customer premises on occasion.

What success looks like:

A successful Engineer recognises the need for speed in everything that they do, from identifying and resolving alarms to delivering key project objectives, in doing so ensuring that all SLAs are met and that products and features are available for clients on the date promised. They will maintain a keen focus on the goals of the team, which is primarily to ensure service stability and improvement for all clients. In order to achieve both of these aims, they will effectively communicate with other departments to ensure all aspects and perspectives are considered in everything that they undertake.

In order to ensure the continued success of the team, engineers are expected to pass on their knowledge to other engineers, both during formal sessions and on a BAU basis, providing a friendly, approachable interface in order to maximise the effectiveness of the knowledge transfer and encourage reciprocity. In extension, engineers will seek to assist other engineers and departments where possible and appropriate and will work in such a way as required by the task at hand, being flexible to different approaches and ways of thinking.

Key responsibilities:

Monitoring & Maintenance

• Ensuring that correct alerting is configured and local work instructions are up to date

• Researching/defining monitoring and observability best practices

• Proposing, approving and implementing long-term fixes for recurring issues

• Actively monitoring the NOC

Faults/Escalations

• Act as an escalation point for faults, attend/lead investigations into incidents and complete follow-up tasks

• Propose solutions for preventative measures to mitigate the recurrence of issues

• Create, approve and implement solutions to faults

Software Development

• Review of application designs and work instructions

• Installation of new services and upgrades of existing services

• Writing, approving and executing changes of low to medium-risk levels

OOH Work

• Act as a level 1 operation escalation on a rotational basis

• Complete OOH changes for own projects where relevant

• Attend data centre sites when required

• Complete overnight shifts on a rotational basis

Training

• Mentor and train rotational engineers

You:

• Bachelor's Degree/equivalent, preferably in a Computer Science or relevant subject, or substantial alternative experience.

• Industry standard technical qualifications, network or platform (eg MS) (Desired)

• Good experience in a customer-facing technical support role, typically of at least 12 months (Desired)

• Good experience in a customer-facing role, typically of at least 12-18 months (Desired)

• Experience in troubleshooting technical issues, typically of at least 12 months (Desired)

• Experience in using a ticketing system, and giving customer updates (Desired)

• Experience in dealing with third-party suppliers to troubleshoot/update systems/hardware (Desired)

• Experience in an ISO-certified operating environment (Desired)

• Experience in an ITIL operating environment (Desired)

• Good problem-solving skills

• Good analytical skills

• High attention to detail

• Good standard of written and verbal communication

• Able to work under pressure and to tight deadlines

• Professional in all circumstances

About our client:

Our client is the largest privately owned provider of Contact Centre as a Service (CCaaS) in Europe. They have expanded globally to have offices in the UK, US, Netherlands, Germany and Japan, and our award-winning proprietary cloud services now power some of the largest organisations across the globe. Operating in sectors ranging from utilities and travel through to finance and government, our clients include UK Power Networks, Rakuten, Rightmove, Interflora, Sodexo, and the National Health Service (NHS).

In order to be considered for this role you must be able to demonstrate proof of eligibility to work in the UK or hold a valid work visa if applicable.

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Contact

Layla Allen

layla@hucpeople.co.uk