635 - Lead Infrastructure Operations Engineer

We're recruiting for Lead Infrastructure Operations Engineer here at Justice Digital, to be part of our warm and collaborative Technology Support team.

This role aligns against Lead Infrastructure Operations Engineer from the Government Digital and Data Framework.

The Digital and Technology Support team is part of MoJ D&T's Technology directorate. It is a team made up of three functions: Specialist, Onsite and Remote Support. The role sits within the Onsite Support team.

The Digital and Technology Support team provides Local and Remote 2nd line support excellence that enables our MoJ customers to thrive.

As the Lead Infrastructure Operations Engineer, you will be leading and managing a team of engineers to ensure an excellent, effective, and efficient support service is delivered to all our customers and partners. This role will require creative and adaptive thought and regularly need to consider and accommodate uncommon situations. The person in this role will have the authority to act autonomously, independently, departing from established patterns deemed fit, and to be accountable for the outcomes.

This role will require creative and adaptive thought and regularly need to consider and accommodate uncommon situations. The person in this role will have the authority to act autonomously, independently, departing from established patterns deemed fit, and to be accountable for the outcomes.

This role will work closely with both the Head of Function and Functional Leads, leading in key specific areas and providing cover for them as required.

To help picture your life at MoJ D&T please take a look at our blog and our Digital & Technology strategy.

Key Responsibilities:

Manage operational support of IT solutions and services, and the development of architectural solutions for IT operations solutions throughout the service life cycle.

Manage workload, performance and development of a team of IT operations specialists by building capability to deliver services as required.

Manage third party provision of IT operations services.

Manage provision of expertise to programmes and projects.

Ensure the successful delivery of projects as well as transition work.

Contribute and challenge ideas with senior stakeholders across D&T functions and with third party suppliers.

Effective budgetary control, ensuring services are delivered within budget and provide value for money.

Provide technical support knowledge to assist in the resolve of ticket requests.

Establish an efficient and effective customer focused 2nd Line Support Service:

Manage and lead a team of engineers.

Ensure that the team provides timely responses and all contact with colleagues and customers is of the highest level of customer service.

Ensuring the speedy resolve to incidents and speedy progression of service requests.

Ensure the effective capture, forward management including escalation or any risks and issues to service operations as well as the availability of services.

Provide reports on team performance.

Ensuring effective implementation of knowledge management.

Ensuring meaningful learning and development opportunities are provided for the team.

Providing leadership to all staff across the teams as required, ensuring internal and external messages are delivered effectively.

Recognising and rewarding talent and that succession plans are in place as you grow the team's capabilities.

Ensuring BAU Services are delivered within the agreed time (SLAs), cost (headcount and budget) and quality (defined service scope) measures.

Assist with the design and implementation of KPIs and other MI that ensures performance can be effectively measured and monitored.

Implementing and maintaining a culture of continuous improvement by identifying business strategic needs that can be met by BAU service delivery commitments.

Play a key role in the implementation of good performance management at all levels throughout the teams and ensuring that poor performance is addressed where necessary.

Ensure key MoJ policies such as diversity and inclusion are implemented and embedded into ways of working following the appropriate guidelines.

Have or commit to completing the following qualifications: AZ-900 Microsoft Azure Fundamentals, MS-900 Microsoft 365 Fundamentals, SC-900 Microsoft Security, Compliance, and Identity Fundamentals, MS-700 Managing Microsoft Teams, ITIL Foundation, MD-102 Endpoint Administrator, MS-102 Microsoft 365 Administrator.