Infrastructure Operations Engineer in Bristol

We are looking for an Infrastructure Operations Engineer to join the Tooling & Automation team within HMRC’s Chief Digital & Information Office (CDIO). This role sits at the heart of a critical platform that supports multiple product teams across HMRC. You will help operate and support a suite of tooling services that enable infrastructure automation, deployment pipelines, and secure access across the estate.

Working alongside senior infrastructure engineers, you will:

• Support live services and operational delivery
• Assist with migration of legacy tooling to strategic ECS infrastructure
• Improve documentation and knowledge sharing
• Help product teams adopt and use tooling effectively

This is a hands-on role combining live operations, support, and enablement, with an opportunity to build deep technical knowledge in a complex, large-scale environment. It also provides the engineer with the opportunity to interact with various stakeholders using Telford Tooling and feedback to the team.

Live Service Support (Run)

• Monitor and maintain the health of tooling services (e.g. AWX, Jenkins, Nexus, Vault, Bastion)
• Perform daily operational checks and ensure service availability
• Support incident investigation and resolution in collaboration with senior engineers
• Contribute to maintaining service continuity and minimising disruption to product teams

Tooling Administration & Support

• Manage user access requests across tooling platforms (e.g. GitLab, Jenkins, Vault, Bastion)
• Process requests via shared mailbox, ensuring timely and accurate responses
• Support onboarding of new users and teams onto tooling platforms
• Provide first-line support and guidance to product teams

Documentation & Knowledge Management

• Maintain and improve operational documentation, runbooks, and user guides
• Ensure documentation is accurate, accessible, and up to date
• Capture knowledge from incidents and engineering activity to reduce risk and improve resilience
• Support the creation of documentation that enables product teams to self-serve where appropriate

Migration & Change Support

• Support migration of tooling services to ECS infrastructure
• Assist with raising and managing change requests through ServiceNow
• Contribute to testing, validation, and post-implementation checks
• Work with engineers to ensure safe and consistent delivery of changes

Product Team Enablement

• Support product teams in using tooling effectively
• Provide guidance on best practices and usage patterns
• Identify common issues and contribute to reusable documentation and solutions
• Help reduce duplication and improve consistency across teams

Collaboration & Stakeholder Engagement

• Work closely with infrastructure engineers, product teams, and stakeholders
• Communicate effectively with both technical and non-technical audiences
• Contribute to team ceremonies, planning, and continuous improvement

Person Specification

• Is comfortable working in a live operational environment
• Can balance support work with structured delivery tasks
• Has strong attention to detail, particularly in documentation and access control
• Is proactive and willing to learn complex systems over time
• Works collaboratively across teams and builds positive relationships
• Can communicate clearly and effectively with a range of stakeholders

Operational & Ways of Working

• Experience supporting live services or operational environments
• Understanding of Agile and/or ITIL-based ways of working
• Strong communication skills (written and verbal)
• Ability to create clear and structured documentation
• Experience working with stakeholders or supporting users