Infrastructure Engineer - Medicines and Healthcare Products Regulatory Agency - SEO

Canary Wharf or South Mimms, Hertfordshire

We are currently looking for an Infrastructure Engineer (EuC and telephony) to join our Technology & Services Operations Function within the Digital and Technology group.

This is a full-time opportunity, on a permanent basis. The role will be based in 10 South Colonnade, Canary Wharf London, E14 4PU or South Mimms, Hertfordshire. Please be aware that this role can only be worked in the UK and not overseas.

Government departments and agencies are working towards implementing a minimum 60% attendance in office sites.

We are currently implementing a flexible, hybrid way of working, with a minimum of 8 days per month working on site to enable the collaboration and contact with partners and stakeholders needed to deliver MHRA business. Attendance on site is driven by business needs so depending on the nature of the role, this can flex up to 12 days a month, with the remainder of time worked either remotely or in the office. Some roles will need to be on site more regularly.

This role will also be required to participate in the Agency's out of hours on-call rota on a periodic basis. An on-call payment will be added to the salary depending on the frequency of participation in the rota.

A Digital Allowance of up to £12,823 per annum may be available for exceptional candidates based on our assessment of your skills and experience. This allowance is non-pensionable and may change on an annual basis.

Who are we?

The Medicines and Healthcare products Regulatory Agency enhance and improve the health of millions of people every day through the effective regulation of medicines and medical devices, underpinned by science and research.

The Digital and Technology Group (D&T) lies at the heart of the Agency and is responsible for delivering an optimised IT infrastructure and maximising the secure use of data to enable our scientists, inspectors, and the rest of the organisation to deliver world class services which can improve outcomes for patients and the general public. The Group was essential in the race to approve COVID-19 vaccines in 2020 and in supporting the UK to set up its own medicines and devices approvals systems following our exit from the EU. The work we do matters!

We plan to be at the heart of one of the most digitally advanced medical regulators in the world and we need people who can help us deliver that ambition. D&T is a great place to build your career and we are committed to enabling our people to do the best work of their lives.

The Technology & Service Operations function is responsible for managing the existing IT infrastructure including both software and hardware, databases, and other technology platforms; leading the support and maintenance of applications; development and testing of new applications and platforms; and cyber and information security for the Agency.

What's the role?

The Infrastructure Engineer will be responsible for assisting in the management and delivery of infrastructure projects and business-as-usual (BAU) tasks, focusing primarily on our End User Compute (EuC) and telephony infrastructure. This role is vital for maintaining the stability, performance, and security of the Infrastructure as the MHRA undertakes a significant overhaul of its IT infrastructure, including the deployment of new equipment.

The successful candidate will apply their technical expertise in core Infrastructure technologies to support day-to-day operations. You will collaborate with other engineers to troubleshoot and resolve issues, contributing to continuous improvement initiatives. The role involves working closely with cross-functional teams to ensure that infrastructure activities align with overall IT strategy and operational objectives.

An on-call component is required, as this role involves providing support for critical issues outside regular working hours, ensuring minimal disruption to services.

Key responsibilities:

Leadership and Escalation:

• Lead and manage the successful execution of EuC and telephony projects, ensuring that tasks are completed on time and within scope while supporting the MHRA's IT strategy.

• Serve as the main escalation point for junior engineers, providing advanced troubleshooting and technical expertise in resolving complex EuC and telephony issues, ensuring high-quality resolutions that prevent future incidents.

• Mentor and support junior engineers, fostering a collaborative environment and encouraging skills development across the team.

Infrastructure Stability, Security, and Performance:

• Take ownership of the overall stability, performance, and security of our IT Infrastructure, which includes assisting in the management of data centre services such as blade systems, virtualisation platforms, servers, Storage, Backup and power systems.

• Implement and maintain robust security protocols to safeguard the infrastructure, ensuring compliance with security policies and regulatory requirements.

• Proactively monitor and assess core network performance, identifying potential risks or weaknesses and applying pre-emptive solutions to minimize downtime and service disruptions.

• Play a pivotal role in the agency's ongoing IT infrastructure overhaul by recommending, testing, and integrating cutting-edge infrastructure technologies.

Collaboration and Stakeholder Management:

• Work closely with project teams, and other IT functions to ensure alignment of strategies with the overall IT infrastructure roadmap.

• Build productive relationships with external vendors, supporting the assessment of their services and products to meet the agency's performance and security expectations.

• Communicate project progress and EuC and telephony performance with team members to ensure that business requirements are consistently met.

Business-as-Usual (BAU) Operations:

Have a strong understanding of ITIL, including configuration, troubleshooting, and maintenance of Infrastructure components, ensuring smooth and uninterrupted service operations

On-Call and Incident Management:

• Participate in the on-call rota, providing support for critical issues, and ensuring prompt response times to minimize business impact.

• Assist in incident response during escalations, supporting timely communication with key stakeholders and contributing to quick resolution.

• Learn from post-incident reports to understand preventive measures and support continuous improvement in incident management processes.

Who are we looking for?

Our successful candidate will have:

• Hands-on experience with troubleshooting EuC and telephony performance issues and integrating new equipment within an existing IT architecture.
• Experience in supporting Infrastructure operations, particularly in EuC and telephony technologies such as Intune and Autopilot.
• Technical knowledge of Infrastructure technologies, including an understanding of maintain laptop builds, patching management, application deployment technologies, remote management and diagnostics as well as Microsoft teams calling
• Proven experience in troubleshooting and maintenance, including experience in configuring and managing EuC and telephony Infrastructure components.
• Understanding of industry standards and best practices related to EuC and telephony Infrastructure architecture and security, including Directory Services understanding (such as AD/EntraID, LDAP, etc).

If you would like to find out more about this fantastic opportunity, please read our Job Description and Person Specification !

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