Senior Infrastructure Engineer

Howden is a global insurance group with employee ownership at its heart. The Senior Infrastructure Engineer will support the availability and operation of hybrid on-premises and cloud infrastructure across the US region, including cloud, data center, network, server, desktop, and security environments. The role also provides escalation support, incident and problem management, documentation, and infrastructure improvements.

Responsibilities:

• Deliver a personal performance that contributes towards Group and/or Company achieving their objectives
• Achieve lasting relationships with all parties (internal clients, suppliers, third parties and other staff)
• Consistently deliver an excellent and comprehensive service
• Ensure all dealings are carried out with integrity and professionalism
• Act in utmost good faith, in accordance with Group and/or Company policies and never risk the Company’s or the Group’s reputation
• Continuously develop skills and knowledge
• Develop others where you are responsible for their performance
• Must possess a passion for quality and continuous improvement
• Able to multi-task and prioritise appropriately
• Develop strong relationships with the Business Units
• Respond to the Business Units’ requirements as appropriate
• Support the business units with their use of the IT systems
• Behave with all clients (both internal and external) fairly and ethically with excellent customer service
• Take ownership of issues and provide updates to users on outstanding issues
• Ensure up to date records are always maintained on the Group and Company systems
• Interpret instructions and issues arising, and then implement actions according to policies and procedures
• Providing escalation support to the Group IT Service Desk
• Ensuring all changes to production services are subject to change control
• Producing and update documentation to improve the efficiency and effectiveness of systems
• Conducting root cause analysis following unplanned disruptions to improve system availability
• Conduct Problem Management of repeat incidents affecting business services
• Experience with incident management systems, identify incident trends and gather relevant information systematically to troubleshoot and resolve issues
• Strong analytical, problem solving and decision-making skills
• Ensure compliance with all applicable Group and /or Company policies and procedures
• Ensure correct authorisation is obtained and processes followed when required by the Group and/or Company policies and procedures
• Ensure compliance with legal and regulatory requirements
• Ensure that own performance, HR, and T&C records are up to date and meet the Group’s requirements
• Maintain accurate records and deal with correspondence appropriately
• Ensure compliance with Anti Bribery and Corruption policy and procedures

Requirements:

• Demonstrate extensive experience working as a cloud/infrastructure engineer or in similar IT roles
• Extensive experience working with cloud technologies such as Microsoft Azure and M365
• Extensive experience working with multi-site and multi forest Active Directory environments, group policy and DNS
• Extensive experience working with common Microsoft technologies such as patch management, mobile device management and monitoring systems
• Extensive experience working with Windows desktop, including all levels of troubleshooting
• Extensive experience working with cloud, server, desktop, network and telephony providers
• Extensive experience working with datacenters
• Good knowledge of networking - Layer2/3, dynamic routing, MPLS and firewall management
• Good knowledge of IT security practices and the implementation of tools that provide event logging and alerting
• Demonstrate examples of similar successful positions in the past
• Be highly collaborative with the current team, management structure and business leaders
• Demonstrate a very high level of customer service and empathy to the customer issues
• Worked in the insurance or financial services sector previously
• Demonstrate a ‘Can-Do' attitude
• Be an excellent all-round communicator through verbal and written communication
• Cisco, Palo Alto firewalls, CATO SD-WAN experience preferred
• Good knowledge of Microsoft server technologies (Windows 2022, 2019, 2016, and 2012)
• Good knowledge of Active Directory, DHCP, DNS & Group Policy
• Good knowledge of SCCM and patching
• Good knowledge of Nutanix/VMware/HyperV
• Good knowledge of Azure
• Experience with Office 365/CoreView
• Experience scripting for example PowerShell
• Experience with Anti-Virus technologies such as Tanium/CrowdStrike
• Knowledge of identity management solutions such as EntraID
• Knowledge of proxy services such as Netskope
• Keyfactor PKI and certificate lifecycle management solutions, including certificate issuance, renewal, revocation, monitoring, and automation
• Administered and supported Imperva security solutions, including Web Application Firewall (WAF)
• possibly multi-lingual with Spanish being highly desirable