Infrastructure Team Lead

We are currently recruiting an Infrastructure Team Lead working hybrid from our Head Office in Birmingham. The role will lead a team of Infrastructure Specialist Engineers, Networking Specialists and Application Specialists, overseeing a broad range of technologies and collaborating with multiple areas of the business to support, evaluate, build, deliver, and maintain a performant and secure infrastructure environment. 
 
What you'll do...
This role is critical in ensuring the Infrastructure team delivers a high level of technical support, incident resolution, problem identification, and proactive maintenance while driving a customer-first mindset. You will have an understanding and proven competencies in VMWare, Cisco Networking, Microsoft and Google Technologies, and security best practices necessary to lead, develop, and challenge a varied yet highly skilled team. You will be responsible for providing specialist technical support and expertise across National Express’s Infrastructure and Cloud Environment covering hardware, technical systems software and cloud based technologies in a managed services environment. You will provide specialist technology expertise and be the escalation point, including technical ownership and management of high priority incidents and problem records.
 
You will perform a lead role in assuring Infrastructure and cloud solutions are supportable and maintainable whilst making practical recommendations for the maintenance of our technology landscape. You will input into the Technology Strategy to support the technology direction of the company, ensuring alignment to the Infrastructure Roadmap and will participate in the design authority process for all National Express decisions within programmes, ensuring alignment with Architecture.
This role is also eligible for, and supports the wider service delivery function, as duty manager and major incident manager as part of a periodic rota defined for in hours and on-call cover, to provide management, coordination, and act as an escalation point during major incidents. 
Primary working relationships &  interfaces:-
National Express Infrastructure team
National Express Service delivery team
National Express Procurement team
National Express Internal customers
3rd Party Service providers
 
What you'll need...
Significant number of years’ experience in a Team Lead role in a medium to large organisation, with significant technical delivery/support responsibility.
Excellent customer-facing skills, including critical issue escalation resolution, root cause analysis / corrective actions and leading with accountability
Excellent interpersonal, verbal and written communication skills, with the ability to interact effectively with internal and external business partners at all levels as well as with assigned peers and external suppliers.
Proven ability to work well under pressure while maintaining a professional image and approach, being data-driven with continuous improvement mind-set
Coupled with the Team Lead responsibilities the role requires a technical knowledge/specialism of the following technologies to “Expert” level:
Experience of configuring, implementing, developing and supporting complex solutions
Experienced in impact analysis and technical risk assessment.
Solarwinds or other network monitoring tool experience.
Experience with IT Service Management concepts including all disciplines within an Information Technology Infrastructure Library (ITIL) framework.
Understanding of culture in its broadest sense and the diversity of a global organisation.
Degree qualified or equivalent industry experience/certifications
 
What we offer in return for your hard work and commitment...
Free Bus & Coach travel for yourself
Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner
50% discount for friends and family on full fares on our coach services
Company pension
Life Assurance
Employee Assistance programme
Private online GP service
National Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs.
We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date.
Things to Note...
At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.
 
As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.