Senior Infrastructure Engineer (User Experience & Support Services) - Office for National Statistics - SEO

The locations for this role are Newport and Titchfield (Fareham).

This role requires attendance at an ONS office, where all working days will be office based. The post holder will be expected to work in the office to undertake in-person activities.

The induction process for the role will be conducted in person.

The Office for National Statistics (ONS) is the UK's largest producer of official statistics, covering a range of key economic, social and demographic topics. These include measuring changes in the value of the UK economy, estimating the size, geographic distribution and characteristics of the population, and providing indicators of price inflation, employment, earnings, crime and migration.

Are you innovative with the energy and motivation to lead exciting technical and cultural change?

Our Digital Services (DS) Directorate develops and operates much of the technology and services that ONS uses to deliver. Demand for data and statistics are increasing, and DS has a critical role in enabling the business to meet these demands.

We are seeking an experienced, proactive and enthusiastic Senior Infrastructure Engineer who is motivated to take ownership of our Mobile Device Management (MDM) Service within the User Experience & Support Service Team.

As a Senior Infrastructure Engineer, you will build, manage, and support the infrastructure services that underpin the Corporate Device and Service operations service.

As a Senior infrastructure Engineer in the User Experience and support team you will be responsible for the end-to-end lifecycle management of mobile devices and MacBooks, utilising enterprise platform tools such as Intune, Jamf, Knox, and Apple Business Manager.

You will ensure that the service operates effectively, is well-governed, and aligns with both user needs and organisational objectives. This includes maintaining strong control frameworks, delivering high-quality user support, and continuously improving the overall user experience across all managed devices and platforms.

We are looking for excellent customer service and interpersonal skills, with the proven ability to deliver quality outputs in a fast-paced environment.

You will have the capability to work under pressure and prioritise effectively as well a proven record of stakeholder management with both internal and external customers.

You will have the skills to influence and challenge existing processes, using your communication skills to handle challenging conversations.

Responsibilities

Defining, building, bringing into service, operating, supporting, performance monitoring, continually improving and decommissioning Infrastructure services (SaaS, IaaS, and PaaS), products and platforms to serve a variety of user needs.

For the services, products and platforms supported you will:

• Define, Build, operate, configure, monitor and decommission infrastructure services.
• Manage incidents, requests, changes, and problems.
• Proactively manage patching, maintenance and upgrade cycles with minimal disruption to live service.
• Proactively manage configuration, availability, security, capacity, performance, and cost.
• Engage in continuous improvement activities. Sharing knowledge of tools and techniques and collaborating to improve the capability of the team.
• Maximise the use of tools and technologies to deliver operational excellence.
• Participate in BAU and project delivery, providing technical knowledge to add value.
• Actively participates in the Infrastructure Engineering Community of Practice, identifying good practices operations can adopt and sharing experiences.
• Take a technical lead in the management of major incidents ensuring that the incident is managed and communicated effectively.

Essential Criteria:

• Information Security (Working) - Use information security practices and available security controls to contribute to protecting solutions and services.
• Ownership and Initiative (Working) - Own a problem until a new owner has been found, or the problem has been mitigated or resolved.
• Troubleshooting and problem resolution (Practitioner) - Break a problem down into its component parts to identify and diagnose root causes. Troubleshoot and identify problems across different technology capabilities.
• Technical Understanding (Practitioner) - Show a thorough understanding of the technical concepts required for the role and can explain how these fit into the wider technical landscape.
• Service focus (Practitioner) - Take inputs from various sources and use these to guide the design, development, delivery and operation of a service. You always look to continually improve and get the best out of services you support.