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Job Details: Infrastructure Engineer

Full details of the job.

Vacancy Name Infrastructure Engineer

Vacancy No VN968

Function Syn - Delivery & Operations

Work Location One St Peter's Square, Manchester, M2 3DE

Basis Permanent Full Time/Part Time Full time Employment Duration - Hours Per Week 35.00 Drivers Licence Required No Benefits Market-competitive salary and Benefits package will be provided to the successful candidate.

About the Role

Position Overview

As a Infrastructure Engineer at Synapse360, you will provide advanced first-line operational support across multiple strategic managed service environments. This is not a traditional helpdesk role and an exciting opportunity for someone to progress their career.

You will be expected to independently manage monitoring platforms, triage and resolve incidents, validate backup operations across both cloud and on-premises environments and provide meaningful first-response support for critical P1 and P2 incidents.

You will work within a dedicated five-person team participating in a weekly on-call rota to provide 24×7 P1 incident response coverage. The role demands strong technical foundations across both Microsoft Azure and VMware virtualization platforms along with a disciplined approach to ITSM processes, documentation, and patching support.

What we expect

- Minimum of 3-5 years of experience in enterprise infrastructure support roles, ideally within a managed services or MSP environment
- Proven ability to work with monitoring platforms such as LogicMonitor and Azure Monitor, including alert triage, correlation, and escalation




- Hands-on experience with ServiceNow or equivalent ITSM tooling for ticket lifecycle management
- Solid grounding in Windows Server administration (2016/2019/2022) including basic troubleshooting, event log analysis, and service management
- Familiarity with VMware vSphere (VM console access, snapshot management, basic troubleshooting) and Azure VM operations (start/stop, disk management, basic networking)
- Experience with backup validation - specifically Veeam Backup & Replication job status checking and Azure Backup/Recovery Services Vault monitoring
- Willingness to participate in a 1-in-5 weekly on-call rotation providing 24×7 P1 first-response capability
- Strong communication skills for engaging with stakeholders and internal escalation teams

Ideal Candidate Characteristics

Important Attributes

- Technical Breadth: Comfortable operating across both cloud (Azure) and on-premises (VMware/Dell/HPE) environments. You don't need to be an expert in all areas, but you must be capable of first triage across the full stack.
- Monitoring Discipline: Able to manage high volumes of alerts from LogicMonitor and Azure Monitor, distinguishing between noise and genuine incidents, and escalating appropriately.
- Process Adherence: Strong commitment to ITIL-aligned processes - tickets must be logged, categorised,



prioritised, and updated in ServiceNow without exception.
- Patching Awareness: Able to support T2 engineers during patch windows by assisting with pre-patch checks, post-patch validation, and server reboots across both Azure Update Manager and WSUS/SCCM-managed estates.
- On-Call Readiness: Able to respond to P1 alerts within 15 minutes during on-call periods, perform initial triage, and escalating to T2/T3 as needed.
- Documentation Focus: Committed to maintaining and updating runbooks, knowledge base articles, and operational documentation.

Areas of Responsibility

- Monitoring & Alert Management: Manage and triage alerts from LogicMonitor and Azure Monitor across environments. Correlate alerts, close false positives, and elevate genuine incidents. Maintain monitoring dashboards and ensure alert thresholds remain appropriate.
- ServiceNow Ticket Management: Own the ticket lifecycle for incoming incidents and service requests. Triage, categorise, prioritise, and either resolve or elevate. Maintain SLA compliance for response and update targets. Expected to handle 15–25 tickets per day across environments.
- Backup Validation: Perform daily Veeam Backup & Replication job status checks (~1,290 servers) and Azure Backup status validation. Log failures, attempt basic remediation (re-run failed jobs), and elevate persistent failures to Senior Engineers.
- Patching Support: Assist Senior Engineers during monthly patch cycles. This includes pre-patch checks, server reboots, and post-patch validation across WSUS/SCCM (Windows) and Ansi

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