Incident resolution and prevention

Act as an escalation point for complex infrastructure incidents. Diagnose issues across servers, storage, virtualisation, networking and cloud services, then turn root-cause findings into preventative improvements.

Platform maintenance and recovery

Plan and deliver patches, upgrades and maintenance activity with the right change control, testing and rollback planning. Maintain backup, restore and disaster-recovery readiness across customer environments.

Customer and service improvement

Identify practical ways to make customer environments more stable, secure and efficient. Provide clear recommendations that improve service quality and create opportunities for wider optimisation or modernisation.

Cross-team delivery

Work closely with Service Desk, Cyber Security and project teams to ensure infrastructure changes are supportable from day one. Create useful runbooks, accurate records and effective knowledge transfer rather than documentation for its own sake.

The kind of problems you’ll solve

• A customer’s infrastructure is slowing down, but the cause could sit across compute, storage, networking or cloud services.
• An Azure or Windows Server environment has grown without enough control, creating performance, cost or security risks.
• Critical patches must be deployed without disrupting customer operations.
• Backup jobs appear successful, but recovery readiness has not been properly validated.
• An Azure Virtual Desktop environment is creating inconsistent performance or user disruption.
• Storage capacity is approaching its limit, with no clear plan for optimisation or expansion.
• A recurring incident has been repeatedly fixed but never properly prevented.
• A newly delivered solution is technically complete but not yet ready to be supported effectively.

What sets you apart

• You look beyond the immediate fault and ask what allowed it to happen.
• You take ownership through to resolution rather than simply passing problems between teams.
• You can move between Azure and on-premises environments without treating them as separate worlds.
• You balance technical quality with customer disruption, commercial reality and operational risk.
• You communicate technical issues clearly, without unnecessary complexity or ambiguity.
• You are disciplined around patching, change control, documentation and recovery planning.
• You are comfortable managing competing priorities across multiple customer environments.
• You bring credible experience of Windows Server, Azure infrastructure, identity, networking, virtualisation, storage and backup technologies. Azure hybrid certification, particularly AZ-800 and AZ-801, provides a strong foundation for the role.

Your impact

On the business

You reduce avoidable incidents, repeated support effort and operational risk. By improving infrastructure standards and identifying opportunities for optimisation, you also help strengthen customer retention and support future cloud and transformation work.

On customers

Customers gain infrastructure they can rely on: secure, well-maintained and capable of supporting their day-to-day operations. When issues do happen, they receive clear communication, confident ownership and lasting resolution.

On team performance

Service Desk receives stronger escalation support, project teams achieve cleaner handovers and Cyber Security gains better operational alignment. The result is a more consistent service, clearer accountability and less time spent solving the same problems repeatedly.

What it's like here

• Ambitious, but not political
• High standards, but pragmatic
• People who care about doing things properly — not just hitting numbers

You’ll get

• Unlimited annual leave
• Private healthcare, life assurance, company shares
• Electric car scheme
• Flexible / remote working (with access to Tunbridge Wells & Paddington)
• Team and company socials, including Illuminate Awards