Senior IT Ops Engineer — Offshore Fleet (24x7 On-Call) in Southampton

We are using and creating technology to transform operations at sea to enable people and the planet to thrive. We are open-minded and fearless in our approach to innovation and don’t believe in boundaries. We challenge everything and have massive ambitions to drag aging industries into the tech era. We take safety, equality and education very seriously, and our responsibilities don’t stop at our front door. Our business is built on the belief that there’s definitely a more environmentally responsible way to operate at sea.

We employ people who share our core values. We expect our people to be courageous, trustworthy, and conscientious, driven by a desire to do the right thing. We strive for excellence, work collaboratively, and are genuinely excited by our work. We offer opportunities for our people to develop beyond their role and span a multitude of disciplines. These are open to all, regardless of background and experience level. Working with us means being part of a team that is harnessing technology and creativity to disrupt a traditional industry. We are not your average workplace.

Please note that in the UK this job would require working night shifts, typically 1am-9am Monday-Friday.

Ocean Infinity is seeking an experienced Senior IT Operations Engineer to support the IT Infrastructure onboard our vessels and various operational facilities across the globe. The successful candidate will be an integral part of the Technology Support Team, reporting directly into the Head of Technology Support.

What Will You Do

• Monitor, manage and troubleshoot an array of IT related issues across the fleet and on-shore environments;
• Resolve 2nd and 3rd line IT support incidents and requests, whilst assisting/mentoring 1st and 2nd line engineers;
• Respond to, diagnose and fault find monitoring alerts and tickets in a queuing system;
• Manage ticket queues and ensure response and resolution SLA’s are met;
• Document, schedule and implement change requests where necessary;
• Perform root cause analysis on critical issues and establish improvements to prevent repeat occurrences;
• Liaise with the wider business to establish and define requirements, implementing solutions that are scalable and aligned with the business goals;
• Analyse metrics and contribute to operational reporting;
• Create and document Standard Operating Procedures (SOP’s);
• Participate in a rotational 24x7 IT support on-call schedule.

Who You Are

• Experience as a 2nd/3rd line engineer or similar position while coaching and supporting junior team members;
• Strong troubleshooting and problem solving abilities across network and virtualisation implementations;
• Effective verbal and written communication skills, to interpret requirements and present findings;
• Excellent organisational skills to efficiently prioritise your workload and orchestrate changes;
• High degree of attention to detail;
• Good understanding and experience of ticketing systems, such as ServiceNow, Zendesk and ServiceDesk Plus;
• Ability to work with non-technical teams to identify an issue and quickly establish remedial actions;
• Strong understanding of customer service and end-user experience is absolutely critical as this role interacts directly with business users, including senior executives;
• A can-do attitude with a willingness to solve problems even if occasionally they may be considered “out of scope” for the role;
• Excellent time management skills and ability to prioritise work in a fast-paced environment;
• Ability to take ownership and engagement in the work;
• Interested in others and strives to act in the best interests of the team.

Desirable

• Have obtained a Cisco certification (CCNA) or similar;
• Two years experience working with Citrix;
• At least two years experience working as a 2nd/3rd line engineer;
• Experience troubleshooting network and virtualisation related incidents;
• Vendor management and ability to escalate appropriately;
• Good understanding and experience using monitoring tools, such as LogicMonitor, Zabbix and CloudWatch.

Salary for this position: Up to 100k AUD per annum, up to £55,000 in UK. The salary varies for this position as we are recruiting in multiple regional locations and job grades. The salary process is based on skills, abilities, and experience required.

What You Can Expect

At Ocean Infinity, we believe in creating equal opportunities for all, celebrating each and everyone’s differences. We are driven by transforming the industry, through our technology, thoughts, behaviours and actions. Being inclusive and respectful to all is fundamental to who we are. It is the right thing to do and enables innovation and creativity to thrive. There is more work to be done, and we know that we aren’t perfect, but our commitment to these values is unwavering. They are central to our mission and the impact we have on the industry, meaning, we cannot live without them.