JOB & PERSON SPECIFICATION
Post Title: Infrastructure Engineer
Department: Onsite - Barclays
Position Type: Full time, Permanent
Location: London
Reports to: Managed Services Manager
Date: May 2017
Profile
A confident and knowledgeable individual experienced in supporting a global IT infrastructure for a large corporate business. You will have worked with an extensive range of key technologies and have expert knowledge of collaboration solutions. You will join a company providing cutting-edge audio visual solutions for major brands in many international territories. We have a customer-centric ethos and an open, engaging and questioning culture. You will find a company of creative, technical and very smart people who are passionate about what they do and developing others.
Main Purpose of Position
To provide engineering, implementation and operational support for the collaboration infrastructure that underpins global collaboration services across all Barclays businesses to enable to the firm to satisfy current and future objectives. To provide lifecycle collaboration software and hardware components and solutions engineering and project delivery of new technologies. Providing full proactive and reactive service providing fast resolution to any incidents that arise.
Key Responsibilities and Duties
· Support collaboration infrastructure services to the firm globally, and enable the business to satisfy its current and future objectives.
· Lifecycle collaboration infrastructure software and hardware components including evaluation, configuration and deployment of new hardware/firmware/software to optimise stability and security of services.
· Solutions engineering and project delivery of new technologies to ensure seamless integration with existing infrastructure and full compliance with security and legal requirements.
· Provide escalation and support to the Rich Media Services teams, who operate collaboration services.
· Provide fast resolution to incidents that arise, to understand the root cause of problems, and to continually improve service availability.
· Maximise service availability of collaboration infrastructure services through 24/365 proactive and reactive support of the environment.
· Working directly with colleagues across collaboration services teams to accelerate key tasks and initiatives.
· Out of hours change implementation for 24/5 production services; Monday to Friday 6pm – 6am, and weekends.
· Out of hours incident management for service impacting issues, and escalation contact for Tier 3 escalations.
· Act as a point of escalation to identify and remediate both pro-actively and reactively any fault within the global collaboration infrastructure estate. Responsible for root cause analysis and vendor follow up.
· Develop Problem, Change and Incident Management processes that are aligned to the existing collaboration services support model and associated KPI’s
· Maintain accurate Service Now & BCM tools, service and CI information for Collaboration Infrastructure, and ensure all DR testing is performed and recorded as required to satisfy audit.
· Identify any risks and vulnerabilities related to Collaboration Infrastructure, ensure they are recorded accurately in RSAM with any applicable mitigation. Devise and implement remediation plans as required
· Oversee logical access controls for collaboration infrastructure, complete an annual audit and clean up of privilege access accounts. Ensure all LAM standards are met or exceeded, identifying and implementing improvements.
· Regional point of contact for new technology or feature requirements with responsibility for requirements gathering and specification.
· Identify opportunities to increase self service and automation, and reduce system down-time.
· Build and maintain lab and UAT test environment’s that accurately reflect production services.
· Work with partners and vendors to evaluate new technology and services as directed by the head of collaboration services
· Develop relationships with all stakeholders including senior business managers and users.
· Communicate, influence and gain buy-in from business management on changes to how services are delivered.
What Experience, Skills and Attributes you will need to be successful?
· Experience supporting a global IT infrastructure.
· Experience troubleshooting complex IT services to root cause.
· Experience planning and implementing high risk changes with global impact.
· Experience creating technical and process documentation.
· Experience working within a large financial services organisation or other regulated industry.
· Able to provide specialist knowledge of collaboration technologies and their configuration and integration.
· Have an expert knowledge of collaboration solutions such as Video Conferencing, Audio Conferencing, Data Conferencing, Web casting, Digital signage and media streaming.
· Knowledge of the vendor market and industry standards and best practice
· Proven incident/problem management experience, working with ITIL framework for corporate organizations.
· Proven experience of change implementation under ITIL framework for corporate organizations.
· Good understanding of IT infrastructure services ie. Windows/Linux servers, SQL databases, Active Directory, Firewalls, Networks.
· Good knowledge of Information Security, Compliance and IRM.
· Good understanding and application of customer service principles.
· Ability to gather, analyse and report on trends and make recommendations for improvement.
· Good working knowledge and understanding of key technologies including but not limited to: Cisco VCS Control; Cisco VCS Expressway; Cisco Expressway C & E; Codian IPGW 3540; Codian ISDN GW 3241; Codian MCU 4200/4500/5300; Cisco TMS; Cisco CTMS; Cisco CTS; Cisco CTM; Cisco CUCM; Cisco CUVA; Cisco CMS (Acano) X1/X3 Server; QUMU Webcasting on-premise implementation; ClearSea; VC Endpoints: Polycom, Tandberg, Cisco & LifeSize; Mediastar Pro / Compact Evo; Satellite and Terrestrial TV head end.; VBrick Encoders; OneLAN digital signage players, management & distribution infrastructure; Cisco Switches, Routers & Firewalls; Windows 2012 Server; Linux RHEL6.6; SQL 2008/2012; Skype for Business Server; BlueJeans; Open Exchange; Cisco USC & VM ESXi
· Strong stakeholder management skills
· Strong team player
· Ability to persuade people and influence outcomes
· Articulate communicator both verbally and in writing
· Experienced vendor manager
· Strong analytical skills
· Degree or above in a relevant subject
· ITIL qualification an advantage
Company Description:
Electrosonic is a worldwide audio-visual company with extensive experience in designing, project managing, engineering and supporting AV systems and products. Founded in 1964, the company has always been among the first to apply new technology to create tailored, state-of-the-art solutions that meet the challenges of the professional AV market. With over 50 years of experience working on complex projects, both large and small and in multiple geographic territories, Electrosonic has developed a reputation that is unsurpassed in the industry. Many of Electrosonic's projects have been recognised with key industry and sector awards. Electrosonic aims to develop lasting relationships by working in partnership with our customers and suppliers and all others involved in the project.