3rd Line Infrastructure Engineer

Job Title:             3rd Line Infrastructure Engineer  

Location:             Liverpool (Hybrid)

Salary:                 £45,000 - £50,000 BOE

Contract type:    Permanent

#LI-Hybrid

About the role

As our 3rd Line Infrastructure Engineer at ARO, you'll play a key role in troubleshooting escalated issues, problems, and incidents and for proactively managing customer and internal IT solutions. You will demonstrate strong technical capability and work confidently under pressure and keep abreast of the latest technologies and trends to ensure you provide the best support to our customers.

The 3rd line Infrastructure Engineer will also be responsible for assisting the operational team in maintaining the accuracy and integrity of the Service catalogue as well as ensuring SLAs are consistently met within the operational infrastructure support team. As part of your role you are responsible for implementing and maintaining appropriate and robust monitoring and alerting across the business infrastructure and customer workload

Please note that as part of this role, supporting and providing an on-call service to our customers is expected.

What you'll do

• Provide technical expertise, leadership, and act as a support specialist or point of escalation for services in order to maintain the continuity of all business infrastructure systems and customer workload.
•  Monitor system usage and consumption. Research, identify and recommend software and applications that will improve the performance and stability of the infrastructure.
•  Maintain knowledge on developments, trends, and best practices in technology.
•  Efficiently troubleshoot and manage production incidents.
•  Perform problem management and trend analysis on production instances.
•  Compile and maintain system level documentation in line with business and ISO standards.
•  Efficiently resolve complex problems in a highly technical environment in conjunction with the Principal Engineer and Service Delivery Team.
•  To be a point of escalation for Infrastructure Engineers.
•  Responsible for performing, undertaking capacity management and escalation processes.
•  Help transition new services and handovers into the infrastructure components.
•  Participate in an on call and shift rota.
•  Work closely with colleagues and customers to ensure high quality service and support.
•  Work with the Principal Engineer to define handover of customer-based solutions to the operational team.