The Infrastructure Support Manager ensures the organisation's IT infrastructure is robust, secure, and scalable, enabling seamless business operations. This role is critical for minimising downtime, improving service delivery, and supporting organisational growth and innovation

1. Oversee the organization's IT infrastructure, including servers, networks, storage, databases, and cloud systems.
2. Ensure optimal performance, availability, and scalability of infrastructure services.
3. Manage system upgrades, migrations, and configurations to minimise downtime
4. Lead and manage an outsourced infrastructure support team, including setting strategic direction and performance evaluation.
5. Assign tasks, set priorities, and ensure that team members meet service-level agreements (SLAs).
6. Work to introduce automations into activities to reduce human intervention.
7. Foster a culture of collaboration, innovation, and continuous improvement.
8. Oversee the resolution of infrastructure-related incidents and problems in a timely manner.
9. Develop and implement processes to reduce recurrence of issues.
10. Act as an escalation point for critical infrastructure issues
11. Respond proactively to potential infrastructure issues before they impact business operations
12. Ensure infrastructure security aligns with organisational policies and regulatory requirements.
13. Work with Bell’s Security teams to implement and maintain firewalls, access controls, and other security measures.
14. Address vulnerabilities promptly
15. Develop, test, and maintain disaster recovery plans.
16. Ensure backup systems and processes are in place and functioning correctly.
17. Coordinate recovery efforts in case of system failures or disasters.
18. Collaborate with IT leadership to plan infrastructure improvements and expansions.
19. Assess emerging technologies and recommend solutions to enhance infrastructure capabilities.
20. Plan and manage budgets for infrastructure maintenance, upgrades, and projects
21. Monitor expenditures and identify cost-saving opportunities.
22. Input into audit meetings and reviews.

Essential:

• Strong understanding of IT infrastructure components, including networks, servers, virtualisation, storage, and cloud technologies.
• Familiarity with infrastructure monitoring and management tools (e.g., Zabbix, Defender, Sentinel).
• Experience of introducing automation into infrastructure support processes
• Knowledge of ITIL practices for service management and incident resolution.
• Experience with disaster recovery, backup solutions, and security best practices.
• Leadership and team management capabilities.
• Strong problem-solving and decision-making skills.
• Excellent communication skills to interact with technical and non-technical stakeholders.
• Project management expertise to handle infrastructure initiatives effectively

Desirable:

• Driving license
• Applicable qualifications