Infrastructure Lead

Tiger Resourcing Solutions Limited
West Malling
08 Mar 2018
17 Mar 2018
Contract Type
Full Time

Infrastructure Team Lead

Department: Infrastructure, IT

Main purpose of the job:

Lead the Infrastructure team dedicated to maintaining a high level of service to both internal and external customers. This role is required to support all the clients production & non-production systems contributing to team and department KPI’s and when required to attend regular meetings with 3rd Party suppliers and Internal Service Reviews.

To be responsible for ensuring procedures and processes are adhered to and on occasion to deputise for the Senior Infrastructure and Operations Manager when appropriate.

Responsible to: Senior Infrastructure and Operations Manager

Budgetary responsibilities: n/a

Responsible for (staff/jobs): Technical Specialists x3; Junior Technical Specialist

Job Responsibilities

  • Responsible for ensuring SLA’s for Infrastructure are met and exceeded where possible
  • Undertake analysis required to determine appropriate action when dealing with Incidents and Service Requests and their allocation to other internal support teams
  • Responsible and accountable for the production of the teams KPI’s
  • Build good working relationships with other support teams and customer teams within the clients and regularly attending Internal Service Reviews and other teams’ meetings
  • Build good working relationships with external suppliers and to attend service reviews
  • Provide assistance to achieving department objectives
  • Adhere to existing department & team policies and procedures for Incidents, Service Requests and Problem management ensuring other team members abide by these
  • Being responsible for the management of critical ‘P1’ incidents, including post incident reviews and any follow up
  • Provide cover for the business users between hours of 8:00am and 6:00pm on a rotational basis between Monday to Friday
  • Be responsible for minimising single points of failure with regards to knowledge required to support the Infrastructure
  • Lead the Infrastructure interest regarding the transition of projects into the production environment
  • Ensure Infrastructure documentation is created when appropriate and kept up to date
  • Responsible for ensuring the team work effectively and each member effectively manages their own work load
  • Be responsible for appraisals, ensuring that necessary technical training, awareness and experience levels are maintained amongst the Infrastructure engineers relevant to the technologies being supported and processes being used.

Job Related Competencies (where applicable):



Applying procedures tools and methods

Facilitating project transition into production

Understanding their production systems

Behaving commercially / professionally

Understanding of sql

Managing incidents within Infrastructure Support

Basic understanding of systems code

Understanding impact / importance of incidents within service delivery

Good problem solving skills

Good written and verbal communications

Understanding of call logging tools

Good customer awareness

Knowledge of ITIL Processes

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