Nike
Senior Infrastructure Engineer
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WHO ARE WE LOOKING FOR:
We are looking for a Senior TechOps Engineer / Lead who combines deep hands-on technical capability with operational leadership. In this role, you will act as the senior technical point of contact for the London office and broader UK & Ireland corporate environment, owning escalations, driving service improvements, and leading local technology initiatives in partnership with regional and global teams.
You bring strong judgement, a proactive mindset, and the ability to translate business needs into practical, resilient technology solutions. You are comfortable balancing frontline operational support with project delivery, governance, and continuous improvement, while mentoring others and raising standards across service, reliability, and end-user experience.
WHAT WILL YOU WORK ON:
- Own and lead day-to-day technology operations for the London office and support the wider UK & Ireland environment, ensuring a high-quality end-user experience and reliable service delivery.
- Act as the senior local escalation point for complex incidents, recurring issues, and high-impact service disruptions, coordinating effectively with regional, global, and third-party teams through to resolution.
- Drive continual service improvement by analyzing trends, identifying root causes, reducing repeat incidents, and implementing sustainable fixes, standards, and operational controls.
- Lead local technology projects and office initiatives, including upgrades, refreshes, re-fits, deployments, and workplace technology enhancements, ensuring delivery to scope, timeline, and quality expectations.
- Represent the local business in EMEA and Global technology programs, providing site leadership, technical input, risk identification, and change coordination.
- Own asset, inventory, and lifecycle management processes for end-user devices and workplace technology, ensuring stock accuracy, compliance with standards, and proactive planning for refresh and replacement.
- Maintain and improve meeting room, event space, and collaboration technology readiness, using proactive checks, structured maintenance, and service partner coordination to minimize disruption.
- Partner with business stakeholders and leadership to understand priorities, communicate plans and risks clearly, and align technology services with business outcomes.
- Support change, release, and operational readiness activities by ensuring documentation, runbooks, knowledge articles, and support processes are current, practical, and consistently followed.
- Coach and guide peers, service partners, and less experienced engineers by sharing knowledge, reinforcing best practices, and elevating standards across support and delivery.
- Contribute to vendor and partner performance management through quality reviews, follow-up actions, and accountability for service outcomes.
- Communicate technical concepts clearly to audiences of all technical abilities, enabling confident decision-making and strong adoption of technology services.
- Own and manage ServiceNow support queues end-to-end, ensuring effective triage, prioritization, and workload distribution to meet SLAs and business expectations.
- Utilize data and performance insights (e.g. ticket volumes, aging incidents/problem tickets, SLA breaches, escalation trends) to identify recurring issues and implement sustainable, long-term fixes.
- Drive continuous reduction in incident resolution times, proactively identifying backlog, ageing tickets, and process bottlenecks, and delivering targeted improvements.
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WHO WILL YOU WORK WITH:
You will report to the TechOps Manager for London and serve as a senior technical partner to the local business. You will work closely with the wider technology teams across EMEA and Global functions, including headquarters in the Netherlands and partner teams in Global, to align local delivery with enterprise standards and priorities. You will operate as part of a small local team while influencing a broader regional network of engineers, service owners, and external partners. Success in this role will depend on strong collaboration with business leaders, workplace teams, and cross-functional technology groups to shape and deliver effective, scalable solutions.
Education:
- Bachelor’s degree in computer science, Engineering, or a related discipline, or equivalent practical experience.
Experience:
- Typically, 5-8 years of progressive experience in IT support, workplace technology, infrastructure, or technical operations, including experience handling complex incidents and leading local initiatives or projects.
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Leadership:
- Demonstrated ability to lead through influence, act as a senior escalation point, coordinate across teams, and mentor others without losing hands-on technical credibility.
Service Management:
- Strong understanding of incident, problem, change, and service request management, with practical knowledge of ITIL principles and continual service improvement.
Project Delivery:
- Experience supporting or leading workplace technology projects, office moves, refreshes, upgrades, and operational readiness activities.
End-User Technology:
- Strong capability in diagnosing, troubleshooting, configuring, and deploying Windows laptops, macOS devices, iPhones, iPads, peripherals, and collaboration technologies in line with enterprise standards.
Workplace & A/V Technology:
- Practical experience supporting meeting room systems, video conferencing platforms, digital signage, and event space technology, with a focus on reliability and user experience.
Networking & Infrastructure:
- Good working knowledge of enterprise networking and physical infrastructure, including TCP/IP, wireless, switches, access points, cabling, patching, PoE-powered devices, and on-site hardware setup.
Operational Control:
- Experience managing asset inventory, stock control, lifecycle planning, standards compliance, and technical documentation such as runbooks and knowledge articles.
Vendor & Stakeholder Management:
- Confident working with third-party suppliers and internal stakeholders, holding partners accountable, communicating clearly, and building trust across technical and non-technical audiences.
Communication:
- Excellent written and verbal communication skills in English, with the ability to translate technical concepts into clear business language.
Ways of Working:
- Structured, proactive, and highly organized, with strong analytical skills, sound judgement, and the ability to manage competing priorities in a dynamic environment.
Deadline to apply - 17th July 2026. No Relocation Support provided for this role.
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