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- Respond to and resolve technical incidents, service requests, changes, and problems across the IT estate.
- Design, implement, and document hybrid cloud infrastructure solutions in collaboration with architects and stakeholders.
- Translate business and technical requirements into practical, scalable infrastructure solutions.
- Proactively monitor and remediate incidents using approved tools and practices.
- Serve as an escalation point for internal teams, including out-of-hours support when required.
- Maintain clear and accurate documentation of issues, resolutions, and changes, ensuring timely stakeholder communication.
- Collaborate across business units to drive swift resolution of technical issues.
- Lead and support IT security remediation initiatives, ensuring alignment with best practices.
- Contribute to the development, integration, and optimisation of monitored technologies and infrastructure tools.
- Embrace new technologies, driving their adoption within the infrastructure and wider IT functions.
- Proven experience in a demanding infrastructure environment, supporting multiple tech stacks and internal stakeholders across geographies.
- Strong Azure and Office 365 knowledge, including tenant migrations.
- Familiarity with Nutanix AHV and/or VMware.
- Experience with Dell, HP, and Cisco networking hardware.
- Working knowledge of Fortinet firewall technologies and AWS IaaS.
- Understanding of SIEM and IDR tools, with experience in WAN/SD-WAN environments.
- Strong stakeholder management and communication skills at all levels.
- Detail-oriented with a high degree of accuracy and integrity.
- Customer service-focused with a collaborative mindset.
- Critical thinker with excellent problem-solving and prioritisation skills.
- Enthusiastic, curious, and always willing to go the extra mile.
