3rd Line Infrastructure Engineer Team Lead

Description

3rd Line Infrastructure Engineer - 2ndLine Team Lead

2nd Line Team Lead Engineer

Are you an Infrastructure Engineer interested in new technology and trends with a strong track record in Infrastructure Support and Deployment? Would you like to be part of a growing Operational Support team?

Everything we do is built on a commitment to do the right thing for our customers, our people and our community. Our mission and our values guide the way we do business. The foundation of our Leidos culture is our Values, Beliefs and Expectations by which we select, recognise and reward employees. They create the environment that drives us toward our mission.

Passionate about customer success by being determined to understand and respond to our customers’ needs as if they were our own.

United as a team, we are bound together by our conviction that ethics and integrity is core to how we operate.

Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defence, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers.

Candidate must be eligible to undergo security clearance (DV).

What will you be doing?

 The preferred candidate will demonstrate effective application of Infrastructure and extensive knowledge across a variety of technologies such as Linux (Ubuntu / CentOS), Microsoft Windows Server (including services such as AD, DNS, DHCP) and virtualisation (Hyper-V), Microsoft Stack Technologies (Sharepoint, SQL Server, Skype for Business / Teams), networking technologies and storage.

The role will provide technical exposure variance across both outcomes based project activities and operational (Business as Usual) support activities. The duties of the role will also include providing remote and on-site support. There is also a requirement to provide out of hours on call support.

You will be expected to contribute towards the creation and ongoing maintenance of technical documentation and provide material to support the project work or the operational support service.

Who do we need?

We are looking for someone with a passion for infrastructure, ideally from an operational support services background. You will be self-motivated and be able to work autonomously to achieve day to day objectives with significant results on project or operational deliverables, whilst also owning a variety of activities ensuring compliance with project milestones and customer KPI’s and SLA’s. You must be an effective communicator, comfortable directly engaging with customers and colleagues. You must also demonstrate an analytical and systematic approach to technical challenges.

Ideally, you will:

• Lead the team of 2nd line engineers to provide a high-level of service to the user community.

• Ensure all incidents are resolved within KPI.

• Monitor completion times over time to track changes and identify ways to improve.

• Innovate and implement new solutions to proactively monitor infrastructure to reduce incident numbers.

• Provide and organise training for 2nd line engineers to support their development and personal targets in alignment with their line managers.

• Ensure the 2nd line support team has adequate resource available to meet/exceed contractual obligations.

• Ensure full 2nd line support team cover for contracted hours;

“The Leidos Service Operations Team will operate across the core contractual hours of 08:00 – 17:00 hours Monday to Friday (less Bank Holidays) and provide an on call Out of Hours (OOH) service between 17:00 Friday until 08:00 Monday inclusive of Bank Holidays and between 17:00-08:00 on weekdays”.

• Ensure individual engineers are covering their contracted hours and performing to an appropriate standard.

• Act as an escalation point for all issues that 2nd line cannot resolve. Work alongside the Technical Lead to ensure 3rd line resource can be aligned to assist with more complex issues that are out of scope of 2nd line duties.

• Meet with stakeholders to see how 2nd line could assist with resolving common issues.

• Monitor and analyse ticket statistics to spot trends in reoccurring issues and suggest/implement technical solutions to prevent these issues from re-occurring.

• Ensure all work that requires additional documentation is written to a high standard and in-line with customer policies.

• Work with the service-management team to improve processes and workflows.

• Collaborate with the 3rd line Technical Lead on team structures, resources and efficiencies.

• Act as a deputy Technical Lead when the Technical Lead is absent.

• Act as a major incident manager when the incident is resolvable by the 2nd line team.

• Run the 2nd line team daily stand-up and report any major incidents or reoccurring problems to the Technical Lead.

WHAT DO WE DO FOR YOU?

At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:

• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)

•  Dynamic Working 

Commitment to Diversity:

We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

Who We Are:

Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science.