Infrastructure Tech Lead

​The Role The CAE Infrastructure Tech Lead plays a pivotal role in providing technical direction and leadership to enhance Customer Experience for CAE's internal and external customer base. This will be achieved by; Support: Taking the lead role in Major Incident Management Serving as an escalation point for CAE's Infrastructure team when necessary Assist with developing an infrastructure plan that will continue to accommodate the organization's future needs CSIP: Identifying and implementing opportunities for improvement through effective Problem Management Transition: Collaborating with CAE's transition management team to onboard new and enhanced Managed Services and technologies Oversee the installation, integration, and maintenance of Infrastructure technologies to enable the provision of support to CAE's customers Product Management: Owning the configuration, deployment, and performance of CAE's key toolset and customer-specific supported technologies (e.g., Logic Monitor, Ivanti EPM, RMM) Continuous evaluation of systems ensuring alignment with best practice to support business operations As the Infrastructure Tech Lead at CAE, you'll work across a diverse range of technologies, including Virtualization, Servers (both Hardware and Software), and Microsoft's Cloud solutions (Azure/Office365). In addition to the development of an Infrastructure plan that will support CAE's Managed Service growth and future needs, you will also take the lead role in the deployment and support of core back up and monitoring toolsets within customer environment. Occasional travel to customer sites may be required. What you will be doing? Overall responsibility for deployment of solutions and services including delegation of tasks to members of the Infrastructure team Working with CAE's Internal and External Partners/Vendors to ensure our key toolsets are optimised for operational success Collaborate with Technical Services CTO team to discuss future technology strategies Stay up to date on technologies, solutions, and architectures to optimize information technology functions Taking the technical lead role for both Major Incident and Problem Management Continuously improve service delivery and customer satisfaction by supporting IT management frameworks Following best practice for Ticket Management as outlined in CAE's Standard Operating Procedure (SOP) Creating and updating documented processes and knowledgebase articles Working closely with the Service Delivery and Transition Management teams as a Technical Lead for Managed Service Customers Direct, develop, and coach the infrastructure team to achieve departmental goals Ability to communicate at all levels within the business in both written and verbal form Participation in the technical on-call rota Attendance at customer sites as requested The above list is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post. What is needed? Extensive working experience supporting Microsoft Server OS including AD & Group Policy Microsoft Exchange Administration/Support including Office365 Hybrid configurations Office365 Administration/Support including Exchange/Teams/SharePoint Previous Experience using an ITSM Platform e.g. Autotask, Service-Now Exposure to Microsoft Azure or AWS Virtualisation technologies (Hyper-V, VMware) Server & Storage (Dell & HPE) Microsoft Certifications (Associate Level ) Desired Experience with Windows/Application deployment software such as SCCM or Intune/Autopilot Experience with SaaS monitoring solutions (LogicMonitor, ScienceLogic, SolarWinds) Office 365 Identity Management, Security & Compliance Experience troubleshooting hardware faults (Servers, Blades, SANs) and working with Vendors to resolve Exposure to Linux based systems The Company This is CAE - Our goal is to be recognised as the most trusted and valued IT infrastructure solutions provider, and be chosen by our customers, partners and everyone in the CAE family, because of our unique understanding, total commitment and positive engagement. We get recognised in a number of different ways: Having ISO9001 and 27001 certifications With multiple awards from manufacturers including Cisco and Dell Technologies Being 3 star accredited with the Service Desk Institute Within our industry with shortlists and wins from CRN and every time we get an order from one of customers – recognising that we are their partner of choice whether they are in the Commercial, Public or not for profit sectors It is our approach that sets us apart and our people that make us different thisishowwedoit What is next? If successful, one of our dedicated recruitment team members will be in touch with you for a screening call. Please note, we will always endeavour to acknowledge every application we receive, however, due to the high volume of applications, we are unable to reply to every individual with specific feedback. Benefits: MediCash Investors in Personal Development Pension Scheme Death in Service Staff Referral Scheme Discounted Private Medical Insurance Tech Scheme Will writing Additional benefits: Shopping discounts, Length of service awards, Flu Vaccination Vouchers, Employee Recognition, Annual leave entitlements, Cycle to Work Scheme, Fresh Fruit CAE Technology Services are an equal opportunities employer. We are committed to eliminating discrimination and encouraging diversity across our workforce. We aim to provide a fair and consistent job application process and to not discriminate on grounds of gender, marital status, sexual orientation, race, ethnic origin or disablement.