Infrastructure & Data Operations Support Officer

This role is pivotal in ensuring the seamless operation and optimisation of our server, infrastructure, cloud services, and Data Operations.

Key Responsibilities:

Technical Support: Provide robust technical support for server, infrastructure, cloud, and storage operations, including timely resolution of operational issues and escalation to vendors for Level 3 support.

Collaborative Teamwork: Work constructively within the IT team and across IT Services to develop capabilities, deliver seamless customer service, and maintain secure IT services.

System Management: Oversee hypervisor platforms, ensure a secure and resilient environment, and manage backup and disaster recovery procedures.

Performance Monitoring: Monitor and optimize operational performance, maintain security, and ensure business continuity.

Technical Leadership: Provide second and third-level technical support, oversee system updates and upgrades, and contribute to project implementation.

Customer Support: Assist customers with issue resolution, provide training, and enhance the customer experience through technical leadership and responsiveness.

Documentation & Recordkeeping: Maintain accurate system documentation, asset management, and technical records.

Mentorship & Training: Educate customers, mentor service desk team members, and contribute to the unit's knowledge base.

Process Improvement: Engage in the development and enhancement of operational processes, IT policies, and standards.

Vendor Engagement: Oversee vendor-related tasks, resolve escalated issues, and document solutions to enhance IT capabilities.

If you are a proactive, security-minded individual with a passion for IT infrastructure and operations, we encourage you to apply. 

Applicants should send their resume and Suitability Statement via the Smart Jobs web site. The 1-2 page Suitability Statement should address the requirements of the role and in particular your experience in:

1. Proven experience delivering enterprise-wide support for servers, infrastructure, cloud and any relevant storage or Data Operations, upgrades, maintenance (including security) and continuous performance improvements in a geographically dispersed organisation in a time-critical, sensitive environment
2. Demonstrated ability to contribute to problem solving across the IT operating environment, ability to trouble shoot and diagnose complex technical problems and recommend a course of action to solve the issue while remaining calm under time pressure.
3. Written and interpersonal communication skills to support preparation of documentation, relationship building with customers and team members, showing sensitivity to different customer needs and communicating technical information simply.