HM Revenue & Customs
Infrastructure Operations Engineer
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Stratford Regional Centre - Westfield Avenue
Gillingham specialist site
Job Summary
Discover what it’s like to work in a compliance role that makes an impact. Could you help us shape a stronger, fairer future? Your next career move starts here.
The team is responsible for delivering and maintaining a specialist sensitive specific IT infrastructure and national network of services to HMRC investigators with a footprint in geographically spread across 24 sites. The infrastructure supports the secure use of data to enable HMRC to deliver elite investigation services.
CODE Technology is responsible for delivering a broad portfolio of change initiatives, both to sustain and transform FIS’s legacy sensitive technologies and to deliver innovative new solutions, designed around our customers’ needs. CODE works in an integrated way to combine digital and technology change, project deliver, business process, product management and cultural change to maximise impact and ensure sustainability.
This role sits within the CODE Technology Infrastructure Team (CTI) which is part of FIS CODE Capability, Development, Infrastructure & Innovation (CDII) and plays an integral role in His Majesty's Government's fight against serious and organised crime, supporting investigations totalling hundreds of millions of pounds each year. CTI supports FIS CODE and all wider FIS investigations.
As FIS grows, so does the need for Infrastructure support. The Infrastructure Operations Engineer role is an amazing opportunity for any experienced, forward thinking and focused individual who has a passion for technology.
If you flourish with dealing with diverse challenges, enjoy delivering exceptional support to users, growing your knowledge and want to work with a like-minded and supportive team then this may be the role for you.
Job Description
As an IT Infrastructure Operations Engineer, you will ensure robust, reliable high-performance systems and services meet business needs. You'll be responsible for building, administration, maintenance, and monitoring of diverse systems. This includes servers, storage, endpoint management, networks, telephony, and business applications. Regular travel within the UK for meetings and infrastructure work will be required with occasional overnight stays. You will be required to work out of hours on an on-call rota, weekdays and weekends.
You will work closely with Infrastructure managers and collaborate closely with fellow engineers to provide third-line support and project delivery across a wide spectrum of IT systems. You'll also engage frequently with other teams and departments outside of IT to achieve shared objectives. This role offers the opportunity to influence the future technical direction within a dynamic and innovative team environment which is vital to the successful delivery of FIS CODE Infrastructure and Technology.
Person specification
We are looking for an enthusiastic, resilient individual who can deliver in an impactful way within a fast-paced environment with shifting priorities.
This is an IT Technical role and you will already have an Infrastructure background with technical understanding of infrastructure (i.e., virtual machines, datacentres and environments).
The successful candidate will be undertaking the following (but not limited to):
Technical Aspects Of The Role Include
- Providing 3rd-line support for Incidents, managing Service Requests, Tasks and Problems, adhering to established processes and ITIL standard methodology within agreed SLA’s.
- Supporting datacentre management activities including capacity and availability management.
- Installing, managing, and maintaining end user devices in a Windows environment.
- Involvement in the assurance programme to ensure that assets are regularly reviewed, maintained and improved where necessary.
- Assisting in the provision of outstanding services and consistent levels of capability.
- Provide technical support and assistance to projects, ensuring delivery of non-functional requirements and continual service improvement.
- Be familiar with the installed hardware and software and the procedures in use in the IT Infrastructure area.
- An excellent communicator who can describe basic technical concepts to technical and non-technical audiences and you will regularly be expected to provide verbal updates and produce written user documentation on BAU taskings and projects.
- This may include participating in technical workshops to assess business requirements to support possible changes to existing services, identifying requirements and quantifying benefits.
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Essential Criteria
- Experience with, or exposure to supporting the planning, installation, maintenance, and improvement of enterprise class hardware services within a data centre, and datacentre management including environmental monitoring.
- Experience with, or exposure to installing, configuring, managing, and supporting the delivery of physical desktops in a Windows environment.
- Experience conducting lifecycle management of hardware assets, including inventory, compliance, disposal and protection of the asset portfolio, ensuring documented information relating to the assets is maintained.
- You can demonstrate an awareness of information security and the types of security controls that can be used to mitigate security threats within solutions and services, with experience or awareness of network switching concepts and security policy management platforms such as Cisco Identity Services Engine (ISE).
- Demonstrable experience to break a problem down into its component parts to identify and diagnose root causes as well as troubleshoot across different technology capabilities, with experience of coaching junior colleagues.
- Strong communicator who can perform in a client/customer facing role with the ability to communicate technical concepts to a non-technical audience (both verbally and in writing).
Desirable Criteria
- Qualifications in Information Technology or a related field and/or practical experience supporting an IT environment.
- ITIL Foundation Qualification or demonstrable understanding of ITIL Lifecycle Standards.
- Qualifications and certifications held may include (but are not limited to): MCSE, CCNA, SAA-C03, CompTIA, etc.
- Exposure to, or experience working with project management tools (eg. Jira, MS Project)
- Exposure to, or experience with version control systems.
- Knowledge or experience of Cisco, ACI or NXOS, Fortigate firewalls and switches.
- Full UK Driving Licence
Further Location Information
Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.
Flexibility Payment
This post attracts a Level 2 Flexibility Payment (FP) that is paid monthly with salary. This FP allows HMRC flexibility to change your work pattern, at short notice, to meet business needs.
You will be expected to undertake periods of On Call. You will also be expected to work additional hours, at weekends and outside your normal working hours/days (including bank holidays).
In applying for a position and accepting the FP you agree that you can and will meet those attendance requirements.
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Note: Payment of FP is dependent on successful completion of role specific training and you will move to Level 2 FP eligibility in stages (see the attached document for details).
FP levels are reviewed annually – on a business need and personal basis – and may be subject to change.
Details of the Flexibility Payment can be found in the attached document.
Technical skills
We'll assess you against these technical skills during the selection process:
- Problem Management
- Technical Understanding
- Technical Specialism
Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
- Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
- Family friendly policies.
- Personal support.
- Coaching and development.
To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service.
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Strengths, Experience and Technical skills.
How To Apply
As part of the application process, you will be asked to provide the following:
- A name-blind CV including your job history and previous experiences.
- A 750-word Personal Statement describing how your skills and experience would make you suitable for the role, and how you meet the Essential Criteria and Person Specification.
Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at interview.
Further details around what this will entail are listed on the application form.
Sift
In the event of a large number of applications being received, an initial sift may be held on your CV.
At full sift your CV and Personal Statement, will be assessed, with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview
During the panel interview, you will be asked Experience questions aligned with how you meet the Essential Criteria and strength-based questions. You will also be asked to do a Technical test which you will be assessed on Technical skills.
[This is an example of a strengths-based question
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