Senior Digital Workplace & Infrastructure Engineer

Overview

In this role you will lead incident and service management to protect and improve the stability of Chetwood services. You will be the IT face for the bank, partnering with stakeholders to resolve incidents, manage changes, and drive continuous service improvement. You will monitor, communicate, and orchestrate recovery actions for major and priority incidents, aligning with ITIL-aligned processes. This role offers impact across the service delivery function, a focus on end-user experience, and opportunities to shape how IT enables business outcomes.

Pay / Benefits

• 25 days holiday + birthday off
• Pension contribution with Royal London
• Life assurance
• Private medical, dental and optical insurance with AXA
• Hybrid working
• Free breakfast

Responsibilities

• Drive incident management processes to log, progress, and resolve incidents within SLAs
• Escalate incidents and problems to internal/external stakeholders as appropriate
• Determine recovery actions, owners, timelines, workarounds and escalation approaches
• Conduct root cause analysis and implement preventive measures
• Oversee change and release processes to keep production protected
• Perform post-incident reviews and implement resulting actions
• Proactively monitor logs/dashboards to identify service-impacting events
• Respond to service requests, incidents, and events within SLAs via multiple channels
• Lead escalation of lower-severity IT incidents with stakeholders
• Coordinate recovery for priority/major incidents with internal/external parties
• Contribute to Continuous Service Improvement through opportunities and changes
• Review and approve changes to protect production
• Produce KPIs/MI, event timelines/logs, and maintain robust ticket logging
• Set up/maintain hardware for users/desks across premises
• Manage user accounts across applications/infrastructure
• Install/configure/maintain hardware and services (laptops, printers, network devices, remote access)
• Ensure compliance with Chetwood processes and policies
• Maintain asset records in configuration databases/listings
• Join the out-of-hours support rota as required

Key requirements

• Demonstrable experience in 1st Line, Service Desk, or Sys Admin
• Excellent communication skills
• Strong IT software/hardware troubleshooting ability
• Good knowledge of M365 administration (email blocking/troubleshooting, domain handling, security)
• Understanding of endpoint protection agents (Sophos) for security controls
• Experience with Server Manager & Configuration
• Understanding of core technologies (e.g., VoIP, Cloud Telephony, VPN)
• Asset Management tools (e.g., Jumpcloud, Jira Assets)
• ITIL certification or experience in ITIL-aligned environment
• Experience with Service Management tools (Jira or ServiceNow)
• Ability to understand networks, applications, and servers
• Incident and problem management experience

• Excellent communication
• Stakeholder management
• Proactive problem solving
• M365 administration
• Sophos endpoint protection
• Server Manager & Configuration

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