Tools Infrastructure Engineer

Supporting tools & systems delivery - Support the Tools Infrastructure Support Lead in the setup and running of TCAP Tools & Systems Infrastructure Support from a greenfield to stable and high performing function

Provide Tools & Systems Infrastructure Support capabilities - Provide active inputs to tooling operations, incident resolution, RCA, change and service request management

Tooling configuration and Tuning - Configure monitoring tools and tolerances to meet requirements e.g. optimising event monitoring rules and correlation approach

Maintain risks owned by Tools & Systems Management

Audits, Health checks and ISO20K Certification - Support client facing reviews of Tools & Systems Management outcomes.

Qualifications:
ITILv4 Foundation (minimum); Practitioner (desirable)
Cisco Certified Network Associate - CCNA (or similar certification) (desirable)

Technical:
IP Networking knowledge is essential
Experience and deep understanding of Linux Operating Systems; Virtual Servers managed in VMware vCentre environments
Experience with the following tools: EMC Smarts, Watch4Net & Ionix Network Configuration Manager (NCM), Prognosis, Nagios, Cisco Security Manager (CSM), F5 Big IQ, F5 Enterprise Manager, Forcepoint Sidewinder, Cisco Firepower, Juniper Junos Space
Experience in working with Microsoft Excel and PowerPoint packages
Professional:
Numeracy, Commercial Awareness, Problem Solving, Process Improvement and Presentation

Behavioural:
Process and Policy Adherence, Proactivity, Attention to Detail, Assertiveness, Reliability, Risk Awareness, Flexibility.

1. Assists the resolution of Sale Operation processes and service issues by liaising with different teams, and communicating key information to other stakeholders as required.
2. Supports incident management, prioritisation and diagnostics, and escalates complex customer issues or incidents to operational managers.
3. Develops and maintains relationships with suppliers, customers and internal stakeholders.
4. Collates data in order to assist with accurate and timely reporting and related insights in respect of key performance metrics.
5. Contributes to the Service Operations initiatives and ensures that services are aligned to the clients business requirements.
6. Assists the implementation of tactical strategies and improvement plans for Sales Operations.
7. Works from existing procedures and analysis of routine information to solve standard problems and enhance operational efficiency.
8. Assists in the operational effectiveness of support services and maintains contractual and delivery documentation with accuracy and keeping details up to date.