Cloud Infrastructure Engineer

Do you want to be part of a force for good, helping to make life better for customers and society in the moments that matter? At Hodge, we put people at the heart of our business, and that means our customers, colleagues and communities. Hodge is a Welsh financial services provider focused on real estate finance and specialist residential mortgage markets.

The role of Cloud Infrastructure Engineer will work as part of the Service, Security & Operations team to ensure smooth day-to-day operation of Hodge production and user services. This role provides third line support for all infrastructure related issues (Incidents, Service Requests, Problems and Events).

The role is also for co-ordination, technical work, and completion of reported issues including communication with end users and third-party suppliers. It also involves the work on assigned continuous improvement tasks across a range of technical areas and systems, ensuring issues are resolved in a timely and efficient manner and that service delivery is not impacted will ensure business and colleague needs are met.

Essential experience:

• Educated to degree standard or equivalent (technology based qualification) or relevant technical experience
• Knowledge and experience of Microsoft Azure, M365, Entra ID (Azure AD), and user management
• Management of Virtual Machines, Desktop and Server
• Understanding of User Applications and Network Management

Key responsibilities will include:

• Pro-actively manage allocated Infrastructure and Service Desk issues to ensure they are managed to a timely resolution and provide appropriate updates on progress of issues.
• Create and maintain high quality documentation on all work undertaken to enable knowledge sharing.
• Engage with external suppliers and internal development teams to manage issues to resolution.
• Ensure systems changes and fixes align with agreed principles and standards and include relevant quality controls.
• Work with internal teams and external suppliers to investigate and resolve issues and make improvements.
• Investigate infrastructure issues and develop fixes to support BAU activity.
• Apply appropriate quality controls to work undertaken.
• Ensure that cyber security requirements are built-in to all work undertaken.
• Provide third line support for incidents and requests, escalating where required.
• Undertake detailed triage activities on Infrastructure incidents to provide full information to resolve.
• Collaborate with third-party service providers as required to resolve issues.
• Configuration and maintenance of Infrastructure services on-site and in the cloud.
• Manage user system permissions in line with requests, RBAC framework and agreed controls.
• Undertake regular operating system and software updates on servers.
• Participate in out-of-hours support arrangements i.e Patching.
• Be aware of cyber security impact of work undertaken and work with Security team to investigate and resolve issues.
• Actively participate in cross functional teams, working closely with stakeholders to ensure alignment on goals and timelines.
• Maintain a knowledge of current technologies and best practise to identify improvements.
• Engage with external parties and tech community to share and improve knowledge.
• Ensure appropriate documentation is maintained to support current and future development activity.
• Attain a full understanding of the core architectural patterns, technologies and frameworks used by Hodge.
• Undertake detailed Problem analysis and root cause analysis.
• Manage implementation of changes to resolve identified Problems.
• Engage with internal software teams to raise operational issues and improvements.
• Progress formal training and certification in relevant technologies and disciplines.
• Attend and contribute to Change Approval Board meetings providing updates on assigned Changes.
• Identify recurring incidents and requests to enable further problem analysis or process improvement.
• Continuously update IT knowledge base to reflect current processes, improve quality and share understanding with Service Delivery Teams.
• Identify and suggest improvements to current processes and practices as part of Continuous Improvement ethos.
• Participate in continual service improvement activity to provide resource and further knowledge of systems, technologies and processes.
• Progress an understanding of the core architectural patterns, technologies and frameworks used by Hodge.