Cloud & Infrastructure Engineer

About adm-Indicia

As a next-generation brand activation agency, adm Indicia's purpose is to simplify our clients’ below-the-line marketing, build sustainable ROI and engage their customers across the path to purchase. Everything we do is optimised through leading strategic capability and actioned through executional excellence.

We transform marketing compromise into a powerful co-promise, creating and activating meaningful brand experiences that drive ROI. Brands have had to juggle multiple agencies, struggle to see value in ever-increasing customer data, and deliver disconnected digital and physical experiences – just some of the compromise frustrating marketing for too long. With joined-up strategy, execution and seamless activation, our combined expertise means we can help brands deliver impact through every stage of the customer journey.

Founded in 1992, we have a global footprint with 46 offices in 33 countries, allowing us to deliver local activation of global strategies for brands across the world. Recognized with a platinum rating by EcoVadis for sustainability, we are experts at identifying the most impactful and sustainable solutions for over 800 brands around the globe.

Purpose of the role

The Cloud Service Desk team was formed at Indicia Worldwide in 2020 following a desire from the business to migrate to a cloud-based environment. The team is technology-driven and is empowering business areas to new progression. The team assumes responsibility for the infrastructure for a number of clients (including ITV) and is made up of a team lead supported by a number of engineers.

The team is responsible for our internal infrastructure including servers and cloud environments. The business services requiring support are 24 hours a day, 7 days a week.

As clients (internal and external) have users located across the globe, the team operates in a varied shift pattern to ensure the provision of full support to users.

• To control and maintain all areas of the business IT cloud and internal infrastructure.
• Create and maintain up-to-date and accurate documentation of systems and infrastructure.
• Ensure systems are monitored and effective backup processes are in place, ensuring outages are responded to efficiently and a high level of system availability is maintained.
• To monitor and maintain system security in line with company standards.
• Be an owner of infrastructure issues, ensuring, where possible, that issues are mitigated before they cause an impact on the company or its clients.
• Maintain constant monitoring of the company's Intrusion Detection System and other systems to ensure our information security is as tight as possible.
• Make sure systems and methods of recovery are fully understood to ensure priority and a prompt resolution to outages.
• Constantly review system backups and procedures to ensure they are running within company practices and all systems are covered.
• Work closely with the Team Leader, Global IT Infrastructure Manager, and the various infrastructure teams to ensure the company is fully communicated when required, such as during outages.
• Maintain accurate and up-to-date documentation of all systems and infrastructure.
• Be a point of escalation for the IT Team, including supporting 1st and 2nd line issues where required.
• Manage support tickets, changes, and incidents in line with ITIL frameworks.
• Identify areas of improvement in both the infrastructure and department processes.
• Keep abreast of the latest technologies and legal requirements to make sure the company always has the tools and setup it requires to function at its best.
• To ensure ticket Service Level Agreements are met and adhered to at all times, making escalations minimal, especially tight SLAs around incidents occurring in client setups.
• Take part in a 24x7 shift structure to ensure all our systems availability is maintained.
• Any other ad-hoc works as requested by the business.

Strategic Planning & Decision Making :

Relationships :

Skills, knowledge, experience, and exposure

Mindset to navigate the role

A good understanding of IT Infrastructures and a variety of operating systems both in the cloud and on-premise

Ability to clearly document Cloud infrastructure as well as mentor others within the Cloud Services organization.

Temperament for the role

Role Requirements

We are an equal opportunities employer and as such, will make any reasonable adjustments to accommodate the needs of all candidates. If you have any such needs or requirements in the context of your interview, please notify us so that we can make the appropriate arrangements.