Vacancy Category: 
Line Manager: 
Head of Infrastructure
Vacancy Code: 
Head Office (Cricklewood)
Closing Date: 
12th Aug '22

Job summary

Take ownership of the architectural and configuration of the O365 systems, whilst working as part of a small team, provide effective solutions to escalated technical issues, and provide a high level of technical expertise to the business. You will provide new technical solutions ensuring effective working across the full range of services provided by the business and liaise with 3rd party suppliers and external contractors. You will develop a centre of excellence across multiple technologies, you will help train and develop junior members of the team and improve the operational efficiency of multiple business units. Act as backup to or point of excellence across software applications to include Oracle and other business applications.

Main Responsibilities



  • Will ensure a high level of service is delivered to the Business;
  • Will manage the daily workflow for the service delivery team, with the goal of 100% resolution on all issues and complaints. Working in consultation with the business to continually strive to improve service, support and to establish standardised best practices;
  • Will monitor the daily workflow and develop performance metrics to ensure that all outstanding items are addressed in a timely manner;
  • Will manage the assigned team personnel, which includes any coaching and counselling that may be needed, quarterly and annual performance evaluation, training & development, and all related documentation;
  • Will ensure third party projects are on/ahead of schedule;
  • Will manage the suppliers and IT services contracts and ensure they adhere to the Service Level agreement;
  • Will manage user expectations and communicate in a timely manner all scheduled and unscheduled system outages;
  • Will manage the delivery of support services related to the desktop laptop or client computing environments deployed across the Metroline network;
  • Will produce service delivery performance statistics for input into the Monthly IT report;
  • Will ensure adequate security measure is in place to protect Metroline computer systems form internal or external attack whether accidental or malicious;
  • Will ensure business continuity procedures and processes are regularly exercised;
  • Will ensure software license and data protection compliancy are adhered to;
  • Will ensure software and hardware asset registers are kept up to date;
  • Will be aware of market trends in both the Transport and IT industries.







  • Support of multi-site technical environments including LAN, WAN, Microsoft, VMWare, Network and administer SANs
  • Take ownership of escalated issues as 3rd line support and resolving any queries within SLA
  • Resolution of configuration and deployment issues, ensuring management of core IT Infrastructure operations thru system monitoring and maintenance
  • Ensure that 3rd party applications run efficiently across all platforms, provide root cause analysis to any problems


Essential Criteria

  • Microsoft Server Design, upgrade install/troubleshooting 2008r2-2022
  • Microsoft desktops Windows 10 and later
  • MS Active Directory hybrid and on prem
  • Microsoft Exchange 13/16/19 in a distributed hybrid environment including mailflows & 365 integration, searches and investigation
  • Office365/Azure configuration, troubleshooting, maintaining
  • Server Virtualisation (Hyper-V / VMware )
  • Mimecast: installations, maintenance and operation.
  • Dell/HP Server Hardware
  • Different Type of storage infrastructures, Netapp would be good,
  • Backup and DR technologies, CommVault would be ideal, as would
  • Veeam and similar technologies. Cloud based technologies IaaS, PaaS.
  • Either Microsoft Azure or AWS - In depth Knowledge Active Directory
  • AD Services, DNS, DHCP, GPO, AD Replication, PKI) - In depth Knowledge 
  • Microsoft SQL Server Administration - Strong Knowledge 
  • In-depth knowledge of Adaxes or similar
  • VMware / vSphere 6.5-7.0
  • Strong interpersonal skills with minimum 5 years experience in an active IT department, with a minimum 3 years within a complex team,
  • A deep understanding of Windows/Citrix server / thin client technology
  • Demonstrated ability to be a self-starter and willingness to learn new things
  • Demonstrated strengths in quantitative analysis, and an ability to think creatively to achieve solutions
  • Demonstrated skills in adapting, multi-tasking and troubleshooting
  • Excellent verbal, written and interpersonal communication skills
  • Demonstrated ability to work as a team player or as part of a project
  • Demonstrated ability to work in a fast-paced environment
  • Demonstrate significant experience delivering service desk activities within an ITIL environment
  • Thorough understanding of SCCM for both equipment builds and patching
  • Experience of leading and developing a service desk team
  • Significant experience building and controlling asset management
  • PowerShell scripting and deployment
  • High proficiency in VMware


Competencies & Skills

  • Excellent written and spoken English with the ability to communicate clearly and at all levels;
  • Excellent attention for detail;
  • Ability to operate as a team player;
  • Ability to work well under pressure;
  • Excellent interpersonal and organisational skills;
  • Must be proactive, methodical and results orientated;
  • Highly organised, motivated and able to prioritise workload;
  • Ability to manage own workload effectively and work to strict deadlines;
  • Exceptional customer service skills with a natural flair of providing support and guidance and going ‘the extra mile’;
  • Process driven and able to deliver results in a high volume;
  • Ability to use initiative and identify solutions when a problem or difficult situation arises;
  • Must be able to demonstrate credibility to build professional relationships with both employees and managers;
  • Discreet when managing confidential matters;
  • Ability to collate and interpret statistical data;
    • Able to build lasting relationships with internal and external stakeholders/suppliers;
  • An understanding/appreciation of the service requirements and the management of day to day operational issues;
  • Ability to influence and persuade key decision makers;
  • Must be a team player and willing to develop others to increase team and individual performance.

Hours of work

38 hours per week, Monday to Friday

The Equality Act

Metroline is an equal opportunity employer and all qualified applicants will receive consideration for employment with due regard to legal obligations for protected characteristics i.e. age, disability, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion and belief, sex and sexual orientation.

How to apply

Please email a covering letter of application and CV to Coral Johnson, Human Resources Advisor, [email protected]


Applications should include:

  • the reasons you are applying for the post;
  • why you believe you are a suitable candidate;
  • provide examples of how you meet the competencies & skills;

any relevant qualifications or experience.