Senior Digital Workplace & Infrastructure Engineer

As a Senior Digital Workplace Engineer you will be a key part of the Service Delivery function and is the face of IT for the bank. You will provide a key role in the department's purpose of “Providing value enhancement through creating a seamless user experience by protecting, maintaining, and improving the stability of Chetwood services.” It is responsible for all incident and problem management within the bank and therefore has sole responsibility for the resolution of service, service monitoring, request fulfilment, and event management. Together with conducting releases and IT application support activities.

Key Responsibilities

• Drive incident management activities and processes and ensure efficient logging, progression, and resolution within agreed timeframes.
• Escalate incidents and problems to internal and external stakeholders as appropriate.
• Determine and evaluate appropriate recovery actions, action owners, appropriate timelines for recovery actions, suggest workarounds, and escalation approaches.
• Conduct root cause analysis and preventive management to ensure repeat occasions are avoided.
• Ensure appropriate feedback and actions raised for changes required linked to Major Incidents and ensure the processes to these remain fit for purpose (e.g., Change and release management).
• Conduct and participate in post incident reviews and carry out related actions.
• Proactively monitor logs and dashboards to identify service impacting events and minimise impact through timely resolution.
• Respond, within SLAs, to service requests, incidents, and events raised via multiple channels (e.g. ticket management system, alerts, direct message, monitoring, logs,. Dashboards)
• Carry out releases as required to the company process.
• Lead escalation of lower severity IT Incidents as required with appropriate stakeholders.
• Ensure timely communication is carried in relation to service events, especially major incidents, and keep stakeholders and tickets updated.
• Responsible for the recovery for priority and major incidents, including managing internal / external suppliers, partners and management of stakeholders.
• Participate in and contribute to Continuous Service Improvement via identifying opportunities and making improvements.
• Review and approve changes to ensure production is always protected.
• Produce accurate KPIs, MI, event timelines / logs, and robust logging of actions on tickets.
• Set up and maintain hardware for users, desks, and at our various premises.
• User account management across all applications and infrastructure.
• Install, configure, and maintain the company’s hardware and services (e.g. Laptops, Printers, Network devices, and remote access connections)
• Ensure compliance with Chetwood processes, procedures and policies.
• Maintain and update asset holdings within relevant configuration databases and listings.
• Join the out of hours support rota as required

Skills, Knowledge & Expertise

• Demonstrable experience in 1st Line, Service Desk, or Sys Admin.
• Excellent communication skills.
• Excellent IT software/hardware troubleshooting skills
• Strong understanding of M365 administration e.g email blocking, 
• email troubleshooting, domain handling, security, etc
• Understanding of end point protection agents (Sophos) and being able to leverage them to increase security controls
• A good understanding of Server Manager & Configuration
• A good understanding of a key technology (e.g. VoIP, Cloud Telephony, VPN, etc.)
• Asset Management (e.g. Jumpcloud, Jira Assets)
• ITIL certification or demonstrable experience working in an ITIL aligned environment.
• Experience with one, or more, Service Management tools (e.g., Jira or Service Now)
• Ability to understand technical disciplines (Networks, Applications, Servers)
• Incident and problem management experience and demonstrable skills in this area.

Job Benefits

• Competitive salary
• 25 days holiday PLUS your BIRTHDAY off
• Pension contribution with Royal London
• Life Assurance
• Private medical, dental and optical health insurance with
• Axa
• Hybrid working
• Free breakfast available