This organisation supports businesses across the UK with secure, always-on cloud and infrastructure services. This role sits at the heart of operations, keeping critical systems running smoothly while helping customers get more from their technology.
Role Overview:
- 24/7 role: 4 days on, 4 days off (Shifts are 4x 7am-7pm, then 4 Days Off, then 4x 7pm-7am)
- Location: Studley, B80 7BG (Office based – when on day shifts, remote at weekends or when on nights)
- Salary: Up to £50,000 + £9,300 Shift Allowance
What You’ll Be Doing:
- Acting as the senior escalation point for incidents, requests and technical challenges across managed services
- Owning shift delivery — balancing incidents, changes, requests and proactive work to hit service levels
- Leading patching, maintenance and monitoring activities to improve stability, security and compliance
- Playing a key role in change management, ensuring changes are well assessed, well communicated and delivered to best practice
- Coordinating major incidents and out-of-hours escalations when needed
- Working hands‑on with engineering teams, spending a significant portion of time on technical delivery
- Maintaining high‑quality documentation across knowledge bases and configuration records
- Mentoring and supporting engineers, helping raise technical capability across the team
- Collaborating closely with wider operational teams to drive continual service improvement
Main Skills Needed:
- Strong background in managed services or 24/7 operational IT environments
- Experience acting as a technical escalation point or senior engineer
- Solid understanding of ITIL processes, particularly incident and change management
- Hands‑on expertise in at least two technical areas such as:
- Infrastructure (Windows server, AD, Exchange, RDS, O365)
- Networking and firewalls (FortiNet, FortiGate, Cisco, Juniper, Palo Alto)
- Virtualisation (VMware, Citrix, vSphere)
- Oracle OVM
- Database Platform (SQL server)
- Confident communicator, comfortable dealing directly with customers under pressure
- ITIL Foundation (or equivalent) and relevant technical certifications
- Eligible for, or already holding, UK security clearance
What’s in It for You:
- A senior role with real influence over service quality and technical standards
- A strong focus on learning, certification and career progression
- The chance to mentor others and shape how managed services are delivered
- Exposure to a broad, modern technology stack across cloud, infrastructure and security
- A collaborative culture that values ownership, improvement and doing things properly
#J-18808-Ljbffr