Merlin is embarking on an exciting business transformation focused on sustainable growth, underpinned by technological leaps in capability. The Infrastructure Operations Technician is responsible for supporting the day-to-day operations of our IT infrastructure. This role is critical in ensuring the reliability, performance, and security of our systems and services. The role will work closely with the Infrastructure Operations Manager and other technical teams across a global environment to maintain critical server infrastructure within an ITIL-aligned framework. A strong focus on operational excellence is essential, ensuring that services are delivered consistently, efficiently, and to the highest standards.
KEY ACCOUNTABILITIES
Incident Management
- Monitor and maintain servers, storage systems, and virtual environments to ensure optimal performance and uptime.
- Respond to incidents, service requests, and alerts in a professional manner and within defined SLAs.
- Perform routine maintenance tasks, including patching, backups, and system updates.
- Assist in the deployment and configuration of infrastructure components (e.g., virtual machines).
- Support disaster recovery and business continuity planning and testing.
- Maintain accurate documentation of systems, procedures, and configurations.
- Collaborate with global IT teams to support projects and resolve technical issues.
- Escalate complex issues to senior engineers, vendors, or managed service providers as needed.
- Participate in major incident management, contributing to rapid resolution and post-incident review.
- Ensure all activities are carried out in accordance with ITIL processes and contribute to continuous service improvement.
- Champion operational excellence by adhering to best practices, identifying areas for improvement, and driving consistency in service delivery.
Stakeholder management
- Share critical infrastructure details, system statuses, and incident reports with both technical and non-technical teams, translating complex issues into actionable insights for stakeholders at all levels.
- Proactively engage with a diverse range of stakeholders, including internal teams, external managed service providers, and senior business leaders.
- Adapt communication style and technical detail to suit the audience, ensuring alignment and understanding across all stakeholder groups.
- Work closely with senior engineers, vendors, and managed service providers, escalating complex or high-impact issues as needed to ensure rapid resolution and maintain service continuity.
Compliance and Governance
- Ensure compliance with organisational information security standards and data governance requirements in all aspects of infrastructure operations.
- Uphold organisational standards for information security and data governance, ensuring that all shared information complies with relevant policies and regulations