Infrastructure Support Technician
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Support and Maintain all FI’s production, test and development infrastructure and systems, providing 1st, 2nd and 3rd line support of servers and networking to
meet SLAs including an on-site shift rota and out of hours on call rota.
To research, design and deliver infrastructure solutions and systems as part of formal Project teams or working independently on Small Change Requests.
To protect FI’s infrastructure, systems and data assets, adhering to Corporate Governance rules, security policies and Industry best practice.
To ensure FI’s infrastructure and team’s processes are formally documented to agreed standards, including but not limited to maintenance of a Knowledge
Base.
Ensures issues are escalated in a timely manner to Line Managers,
Project Managers or the Service Desk.
Responsible for making changes to production systems, having
accountability for the availability, security and performance of those
systems, whether hosted in house or hosted externally
Ensure the delivery of quality project solutions, tasks and milestones in
line with agreed project timelines and budget.
Manage own workload of Incidents, Requests, Small Changes, Project
Tasks and other objectives to SLAs and agreed timelines.
To provide handover, knowledge transfer and documentation to
team/department upon completion of significant new solutions or
changes.
Understanding of the implicationsrestrictions of software licensing.
Provide cover for the on-site rota, a 24x7 on call rota, to be available to
implement changes outside of normal business hours including evening
and weekends to meet business needs.
Responsibilities:
To be responsible for monitoring, maintenance and patching/upgrades
of FI infrastructure and systems to ensure they are secure and available
to agreed SLAs.
To respond to incidents, delivering fixes in line with SLAs and change
control procedures, and escalating where there is significant impact.
To deliver requests to SLAs or agreed timelines, delivering changes in line
with change control procedures.
To deliver small change request and project work to agreed timelines.
Ensure processes and system changes are properly documented and
meet requirements for security, resilience and other operational
To plan and prepare for production implementations, including back out
plans. To represent changes and implementation plans at CAB meetings.
To perform implementations out of hours (pre 8am, post 7pm) and
weekends.
Understanding of Disaster Recovery, Business Continuity and
hardware/software resilience demands. Participation in the annual
Disaster Recovery test
