Job description


3rd Line Infrastructure Engineer (0305)

  • Location:
  • Closing Date:
    1 February 2021

dnata Travel, part of the Emirates Group, includes the brands of Gold Medal,, Netflights, Travelbag, Travel Republic and Sunmaster. These brands are based at offices across the UK including  Kingston-upon-Thames, Chester, Preston and Halifax.

We are now recruiting for a 3rd Line Infrastructure Engineer based in Kingston to ensure delivery, implementation and support of IT Infrastructure solutions ensuring business SLAs are met. As a Senior Support Engineer you will be both primary and secondary SME for Systems & Technologies within our infrastructure. To be considered for this role you need to be an excellent communicator able to clearly understand, solve technical issues and have a superior level of knowledge of infrastructure technologies & best practices and comfortable working as part of cross functional and cross site team structures.

Job Accountabilities

  • Supporting 3rd Line Team Manager in ensuring we maintain a secure and safe environment
  • Provide technical and troubleshooting guidance within the team 
  • Work within the team to ensure that all monitoring and alerting processes are optimal and effective
  • Take a lead in managing the  smooth running of our production environments operating 24/7 ensuring tickets and service levels are achieved and maintained to SLA
  • Provide input in reviewing and determining the correct tools and processes are in place to support our systems and technologies
  • Contribute to technical evaluation of products within the infrastructure domain
  • Maintain and monitor all technology solutions within the infrastructure environment
  • Ensure daily, weekly & monthly system checks are performed identifying and escalating issues as required
  • Share knowledge and best practice to empower all members of the team and encourage same with peers for 1st and 2nd line IT Service Desk and Application support teams
  • Continually review and establish that all environments are fit for purpose; Dev, Test/UAT and Production and recommend changes as required
  • Participate in the capacity planning exercises across all infrastructures using appropriate load testing plans and tools in collaboration with the project support team
  • Supervise and perform infrastructure hardware and software installations, administration, maintenance and upgrades on core infrastructure
  • Ensure that all system and device security patching and firmware upgrades are undertaken in accordance with schedules and compliant requirements
  • Responsible for taking and integrity of data backups in accordance with the Backup Policy
  • Ensure all data in the data centres is secure and measures in place to mitigate breach of confidentiality
  • Contribute to ensuring optimum availability and performance of our systems through effective monitoring and maintenance schedules
  • Active involvement in incident identification and resolution, to include; accept and investigation of live service requests from the service desk and development teams
  • Be continually aware of enhancements available within the current infrastructure solutions as well as any shifts in technology and enhancements that would benefit the business and be able to converse to the wider teams and be able to converse to the wider teams
  • Take an active interest in profiling and monitoring of our environments ensuring optimum availability and performance, keeping abreast of known and emerging security risks and tools to mitigate
  • Work with the Information Security Officer to ensure guidelines and policies are in place and adhered to, including but not limited to; PCI/DSS, DGPR and other standards are adhered to
  • Participate in the defined on-call support process, including 24*7 coverage as required

Qualifications, Skills & Experience

  • Previous experience in a similar role
  • Experience in a web-enabled, live eCommerce environment including with advanced IIS & Apache skills to include web site & services implementations, customisation and troubleshooting
  • Previous experience working on multi-tier, high volume, transactional system platforms
  • Experience of monitoring, managing and supporting on premise, cloud and hybrid infrastructure platforms
  • Practical and proven Networking capabilities
  • Advanced understanding of web application development techniques and tools, incl. Distributed software development, WCF, SOAP, XML, .Net framework, IIS, threading and Agile practices
  • Understanding of caching and message queuing technologies
  • Proactive and logical approach to problem solving
  • Sound level of troubleshooting and fault-finding skills
  • Work under pressure and within a geographically distributed, multi-disciplined, remotely managed team
  • Remote management of infrastructure components and environments
  • Excellent communication skills - the ability to articulate IT issues to non-IT people
  • Working knowledge of ITILv3 processes, incident management, problem management and an understanding of PCI/DSS standards and principals
  • Knowledge of and/or use of some of the following collaboration & management tools; Trello, Skype, Helpdesk, Skype, Confluence, MS Teams & Jira
  • Certification or experience working at an advanced Support level across a number of the infrastructure technologies and vendors listed below;
    • Good practical LAN & WAN skills; TCP/IP, IP Addressing, VLAN & Wifi
    • Cloud platform install, config & support; Azure and/or AWS
    • Virtualisation solutions; Hyper-V and/or VMWare, incl. P2V and V2V techniques
    • Microsoft & Linux Operating system install, configuration and management, incl. Clustering & Patching
    • Microsoft IIS and Apache associated component configuration, optimisation & troubleshooting
    • Enterprise level Backup, Recovery & Replication
    • Enterprise Storage technologies; NetApp, Dell, HP


    • CCNA/CCNP or Advanced practical skills
    • DevOps and continuous delivery environment exposure
    • MS Azure Administrator Associate

       For more information, please click on the attached job description.

Our newly-refurbished, state-of-the-art office is based in Kingston-upon-Thames, just 5 minutes’ walk from Norbiton Station or 10-15 minutes from Kingston station, offering good transport links from the Greater London area. 

Our employees enjoy many benefits including life assurance, pension scheme, travel discounts, industry/social events and discounted gym membership.

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Clarendon House, 147 London Road, Kingston-upon-Thames, Surrey, United Kingdom, KT2 6NH
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