3rd Line Infrastructure Engineer

- Provide third line customer-facing and remote support. - Demonstrate in-depth technical skills in WAN and LAN connectivity, routers, firewalls, security, operating systems, virtualization technologies, backup and disaster recovery (BDR), and cloud solutions. - Take responsibility for executing server and data restores and recovery. - Design, plan, execute, and review complex projects while ensuring project success. - Cultivate in-depth knowledge of our products and services at Optimity. - Engage in consulting services, including system reviews and recommendations. - Stay up-to-date with emerging technologies within the industry. - Assist the service desk team lead with technical escalation support tickets. - Participate in the out-of-hours (OOH) rota and attend customer sites as required. - Create technical specifications for quotes or proposals, preparing necessary materials. - Identify, communicate, and mitigate project risks, ensuring successful project delivery. - Develop project plans, identify resource needs, create schedules, and track results. - Maintain technical and project documentation. - Communicate regularly with customers to keep them informed of progress and manage expectations. - Collaborate with the leadership team in designing and building new services and product offerings. - Lead product development life cycles from inception to completion for identified products. - Facilitate and lead product stack meetings and discussions as necessary. - Challenge current working practices to enhance productivity. - Foster a positive environment that reflects our values. - Motivate team members during challenging situations. - Coach and train Level 1 and 2 engineers. - Demonstrate a solid commercial understanding of the Optimity brand and business. - Ensure consistency of systems by establishing and maintaining technical standards and procedures. - Confirm all infrastructure changes align with upcoming project requirements. - Conduct SLA checks and updates to manage expectations effectively. - Provide consistent and transparent reporting to peers and stakeholders. - Comply with Optimity's policies and procedures while recommending improvements. - Serve as an exemplary ambassador for our business. - Work closely with project management and the service desk to fulfill service level commitments. - Perform continuous audits of the IT Service Management (ITSM) environment, refining procedures and updating the knowledge base. - Participate in the recruitment process by interviewing candidates. - Engage with suppliers to ensure their technical deliveries align with agreed designs and outcomes. This list is not exhaustive, and tasks assigned may evolve according to company needs.