About the Role
AWT WorkSecure is looking for an experienced Technical Infrastructure Lead to lead its Managed Services Operations Centre and build a secure, scalable and cost-efficient infrastructure platform supporting corporate clients and thousands of endpoints.
The role requires strong hands-on expertise in IT Infrastructure, Managed Services, Virtualisation, Backup & Recovery, Networking, Endpoint Management, Automation and Technical Team Leadership.
Key Responsibilities
- Lead the design, implementation and operation of AWT WorkSecure’s multi-tenant managed services platform.
- Design secure client environments with client isolation, RBAC, monitoring and reporting.
- Manage VMware / Proxmox / Hyper-V, Linux and Windows Server infrastructure.
- Design and manage Veeam Backup & Replication, retention policies and regular restore testing.
- Lead network infrastructure, including routing, VLANs, VPNs, firewalls, TLS and certificates.
- Manage pfSense, FortiGate or Sophos firewall environments.
- Develop automation and scripted remediation using PowerShell, Bash, Ansible or equivalent.
- Integrate management, ticketing and billing systems using REST APIs.
- Lead incident, change and problem management and ensure agreed SLA response and resolution targets are achieved.
- Develop monitoring, ticketing, knowledge-base and service-management processes.
- Ensure secure data residency within AWT’s Tier-3 facility and maintain appropriate data protection controls.
- Develop standard client onboarding, deployment and go-live processes.
- Lead and develop 3 Tier-2 Engineers and 6 Helpdesk Support Executives.
- Manage team performance, shifts, utilisation, training and technical capability development.
- Provide technical support for pre-sales, solution design and complex client requirements.
- Identify opportunities for Private Cloud, Disaster Recovery and other infrastructure services.
- Monitor platform capacity, service quality and cost per managed device.
Required Qualifications & Skills
- Bachelor’s Degree in Computer Engineering, IT, Computer Science or equivalent.
- 7+ years of experience in IT Infrastructure / Systems / Managed Services.
- Minimum 3 years of technical team leadership or experience managing NOC, SOC or Managed Services operations.
- Strong hands-on experience with VMware vSphere, Proxmox or Hyper-V.
- Strong Linux and Windows Server administration skills.
- Hands-on experience with Veeam Backup & Replication.
- Experience building or managing self-hosted, multi-tenant management platforms.
- Experience with platforms such as Tactical RMM, MeshCentral, Wazuh, Zammad, GLPI, osTicket or equivalent.
- Strong knowledge of Routing, VLAN, IPsec/SSL VPN, Firewall, TLS and Certificate Management.
- Experience with pfSense, FortiGate or Sophos.
- Strong PowerShell / Bash scripting and automation skills.
- Experience with Ansible or equivalent automation tools.
- Knowledge of REST API integration.
- Strong understanding of ITIL, SLA, Incident, Change and Problem Management.
- Ability to develop and manage technology cost and per-device cost models.
Preferred / Added Advantage
- Veeam VMCE, RHCE/LFCS, CCNA/Fortinet, ITIL v4 or ISO 27001 Lead Implementer certification.
- Experience in a Managed Service Provider (MSP), ISP or Data Centre.
- Knowledge of Cybersecurity, SOC operations, threat monitoring and incident response.
- Experience with Zabbix, Prometheus or Grafana.
- Experience with Microsoft 365 and Entra ID in multi-tenant environments.
- Experience with ISO 27001 or SOC 2 implementation/control environments.
