Infrastructure Engineer in Telford

About the role

Discover a career in your hands at HMRC. Whether you’re seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC. You would join the Enterprise Service Platforms (ESP) team within CDIO, a new delivery group created to build on and exploit the ServiceNow platform capability and setting the vision and strategy for service management, ensuring processes are owned and maturing. Now is an exciting time to join as we optimise user experience and build capability across our organisation. We deliver reliable, secure, and supportable solutions to around 76,000 of our colleagues across HMRC and play a critical part in ensuring that HMRC is both efficient and effective.

ESP are accountable for the support, management and development of platforms, tools and infrastructure including SNOW, ServiceNow integrations and AWS/Azure cloud resources. Our focus is on ensuring consistent, excellent Customer Experience. We work closely with the other platform groups and their partners to bring IT Systems and Services together. We work with hardworking, upbeat people who grow with the challenge of delivering transformation on a huge scale, and who have hands‑on experience of driving through both technical and business changes.

You’ll contribute to the design, development, and support of IT operations solutions based on ServiceNow best practices, aligned to organisational Key Performance Indicators (KPIs) and service excellence standards.

Key responsibilities

• Ensuring services are integrated, delivered, and operated as required including the use of real‑time monitoring to proactively address service‑impacting issues.
• Working with and supporting third parties in providing infrastructure services.
• Working with technical architects to translate architectural designs into operations.
• Providing input into technology roadmaps, projects and tasks.
• Working as part of specialist teams and reporting to the Senior Infrastructure Engineer to build, manage, support and maintain solutions according to departmental policy.
• Covering operational support hours between 08:00 and 18:00 and out‑of‑hours on call between 18:00 and 08:00 (weekdays) and 24 hours during weekends and bank holidays.

Knowledge and/or experience

• Supporting different operating systems such as Windows Server and Linux/Unix.
• Understanding of physical, virtual & cloud‑based infrastructure (AWS/Azure).
• Good working knowledge of LAN/WAN connectivity, network ports, protocols, connectivity testing/troubleshooting.
• Awareness of automation technologies such as Terraform and Ansible.
• Understanding of the importance of integrating multiple systems and how this can enhance value.
• Good working understanding of IT architecture, infrastructure, and cloud services.
• Awareness of technologies such as REST and SOAP APIs.
• Understanding of IT Service Management and ITIL – familiarity with ITSM frameworks and ITIL best practices for service delivery and process optimisation.
• Backup, storage technologies & disaster recovery solutions.
• Proficiency in building and customizing integrations within enterprise platforms like ServiceNow, Salesforce, SNOW or SAP.
• Producing and understanding technical documentation such as technical guides and solution design documents.
• Problem‑solving skills – ability to troubleshoot system issues, optimise workflows, and improve platform efficiency.
• Communication and collaboration – ability to engage with stakeholders, translate business needs into technical solutions.
• Knowledge of Agile methodologies – experience working in Agile or DevOps environments.
• Security and compliance awareness – understanding of data security, governance, and compliance best practices.
• Continuous learning mindset – willingness to adapt to platform updates, ITIL advancements, and new capabilities.

Successful candidates will be subject to Security Clearance Checks (SC), as this is a key requirement of the role, unless SC Clearance is already held and valid.

Benefits

• Pension – we make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
• Family‑friendly policies.
• Personal support.
• Coaching and development.

Alongside your salary of £37,682, HM Revenue & Customs contributes £10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme. HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs. We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.