L2 Infrastructure Engineer

Employment Type

Closing Date

Job Title

Job Summary

Job Description

Role purpose

The role of the Infrastructure Engineer is to support a wide range of infrastructure platforms across multiple territories and time zones.  This role sits within the Managed Services team. The candidate needs to have an appreciation for time-critical problem solving and non-movable project timeframes.

The successful candidate will be involved in delivery, assurance and optimisation of public, private and hybrid cloud infrastructures for our customers.  The infrastructure services include Microsoft Azure, Equinix Metal, Dell/EMC, NetApp, VMWare, and Microsoft/Linux Operating systems.

How the role contributes to business strategy?

This role is a core contributor to Telstra’s managed service capability and should demonstrate technical expertise to assist the on-going support and growth of our managed service capabilities.   The successful candidate will have demonstratable experience of working with complex infrastructure platforms in a managed services environment.

The measurable deliverables and outcomes of this role

The successful candidate for this role needs to combine design, operation and support of infrastructure and apply these to successful operating of complex technology platforms.

Role Context and overview

Key Responsibilities, Accountability Metrics, Decision Rights

Key Responsibilities

• Installation of infrastructure as per Design documentation.
• Troubleshooting and resolution of infrastructure related Incidents
• Change and Service Request management.
• Assistance with the design of customer and internal services.
• liaise with customers and internal stakeholders.
• Ensure services are operated in accordance with security and compliancy regulations (including ISO 27001 and GDPR)
• Keep up to date with industry developments and help turn these into Telstra capabilities.
• Work collaboratively, with the customer at the front of everything.
• Have a growth mindset, and continually look at better ways of doing things.
• Be flexible with a positive, ‘Can-Do’ mentality.
• Be Proactive and take the initiative.

Key Accountability Metrics

• Ensure response and resolution SLA’s are met
• Ensure customer service availability targets are met
• Ensure new services are delivered within requested timeframes

Key Relationships/ Interdependencies 

Internal

• Global Service Desk
• Customer Success
• Enterprise Solutioning
• Enterprise Sales

External

• Customer base
• Suppliers and Vendors

Leadership capabilities

Skill/Technical Expertise

Proficiency

People Leadership

• Modelling a culture of collaboration and continuous learning to support development
• Coaching and develop team members to enable them to deliver high quality outcomes whilst providing support and feedback along the way.
• Building strong, trusting team relationships that enable a high performing team culture aligned to values to behaviours
• Complex solution design
• Critical Thinking

Medium / Some experience

Strategy and Development

• Help to develop / maintain strategic relationship across industry including vendors to understand Technology trends and industry directions. Utilise this knowledge to provide consulting to business, vendors and customers. Ensure consistent application of Telstra operating systems, policies and procedures for the business area. Medium / Some experience of driving strategy

Key Skills/Technical Expertise

Qualifications/Experiences

Essential

• 3 year’s plus experience in managing and delivering public and private infrastructure platforms
  • Microsoft Azure
  • Compute, Storage and virtualisation platforms.
  • Operating Systems, including Windows & Linux.
• An understanding of ITIL
• Strong communication skills, able to explain technical solutions to both technical and nontechnical audiences.

High desirable

• Working Knowledge of Equinix Metal

Certifications

• At least 1 public cloud certifications (e.g. Microsoft Azure Fundamentals)