Senior IT Infrastructure Engineer

Role Summary

This role is responsible for the stable, secure, and compliant operation of SG Support infrastructure services while also driving continuous improvement through automation, identity governance, and structured enhancement work. The successful candidate is an all-rounder who can operate across ITIL Level 1 to Level 3, manage workflows end-to-end in Jira, execute change safely, and maintain strong operational discipline in a PCI DSS Tier 1 environment. A strong emphasis is placed on building and maintaining automation as a normal operating standard, not as an optional add-on.

Work Allocation

60% Business as Usual BAU Operations

20% Project and Process Enhancement Proactive

20% Personal Development

1)Business as Usual BAU Operations 60%

• Ensure smooth and secure operation of IT systems and infrastructure in accordance with established standards and internal controls
• Execute and fully close out the daily BAU checklist consistently, ensuring tasks are completed with appropriate notes or evidence where required
• Troubleshoot and resolve infrastructure issues promptly to minimize downtime and service impact
• Monitor system health and performance, maintain monitoring coverage, and perform regular maintenance tasks
• Manage incidents and service requests from Level 1 through Level 3, including triage, escalation, vendor coordination, and end-to-end resolution ownership
• Maintain accurate and current operational documentation including runbooks, standard operating procedures, architecture notes, and configuration references
• Operate and maintain identity and access platforms, including Azure Entra ID configurations, enterprise application registrations, authentication and access controls, and governance-related operational tasks
• Maintain strong operational ownership and follow-through, ensuring critical operational needs are met during high workload periods, with a practical and responsible approach to extended hours when required for service restoration or urgent deliverables

Automation Expectations embedded in BAU and Delivery

• Identify repeatable operational tasks and convert them into reliable automation to reduce manual work and improve consistency
• Create, refactor, and maintain automation assets primarily using PowerShell, with clear documentation and safe operational controls
• Build and maintain API-driven integrations using REST calls where needed, including handling authentication, pagination, throttling, retries, and structured error handling
• Treat automation as a standard part of delivery, including testing, validation, error handling, and maintainability
• Build lightweight reporting and operational visibility using Power BI where appropriate to enable measurable outcomes and reduce manual status tracking

2)Project and Process Enhancement Leading and Implementation 20%

• Lead discussions and collaborate with stakeholders to identify infrastructure enhancements that improve reliability, security, compliance readiness, identity governance maturity, or operational efficiency
• Develop clear project and process plans including scope, assumptions, dependencies, timeline, risks, testing approach, validation steps, and rollback plan
• Execute infrastructure changes efficiently while ensuring accountability, documentation quality, and adherence to change objectives
• Implement identity governance improvements, including Azure PIM approaches, role management practices, and enterprise application registration governance that aligns with operational and audit requirements
• Strengthen monitoring, alerting, and operational workflows with measurable outcomes and post-implementation validation
• Deliver automation-first improvements, prioritizing API-based integrations and scriptable workflows over manual processes

ITIL and Change Management Expectations

• Operate across ITIL Level 1 to Level 3 responsibilities including helpdesk management, ticket triage, escalation management, and workflow governance in Jira
• Ensure incident, request, problem, and change records are handled with proper categorization, prioritization, documentation, and closure quality
• Apply disciplined change management for any work that can impact services, including risk assessment, stakeholder communication, approvals, implementation validation, and rollback readiness
• Maintain clear audit trails through Jira documentation and associated evidence capture

PCI DSS Tier 1 Compliance Awareness

• Operate in a PCI DSS Tier 1 compliant environment where audit readiness, evidence quality, and control consistency are important
• Support audit activities by maintaining documentation, access governance practices, change records, inventories, and monitoring evidence aligned to internal compliance processes
• Design and execute changes in a way that does not introduce security or control gaps, and raise risks early when compliance impact is possible
• Prior experience supporting PCI DSS audits or operating in regulated environments is beneficial

Email Platform and Delivery Awareness

• Support services that rely on email delivery and email blasting operations by understanding mail flow concepts, authentication mechanisms, and operational dependencies
• Knowledge of role account standards such as RFC 2142 style mailboxes and aliases is preferred

Communication and Work Practices

• Keep the manager informed with concise, timely updates on operational health, major incidents, key risks, and delivery status
• Proactively communicate progress, blockers, and expected timelines, escalating early when needed
• Demonstrate a self-starter mindset with strong ownership, curiosity, and continuous learning habits, translating learning into practical improvements for the team
• Use AI productivity tools responsibly to improve speed and quality of delivery while maintaining confidentiality and governance expectations

3) Personal Development 20%

Continuously improve technical skills and stay current with industry trends and best practices

Pursue relevant certifications with focus on Azure, identity governance, infrastructure, security, and service management disciplines

Experiment with new technologies and tools that improve productivity, security posture, and operational effectiveness, and document outcomes for reuse

Core Deliverables

• Completed daily BAU checklist with consistent closure quality and evidence where required
• Reliable incident resolution with clear root cause analysis and preventative actions for recurring issues
• Operational runbooks and documentation maintained and kept current
• Monitoring coverage and service availability reporting supported by UptimeRobot and platform-native tooling
• Well-structured change and project documentation including testing, validation, approvals, and rollback planning
• Automation assets including PowerShell scripts and API-driven integrations that reduce BAU workload and improve consistency
• Identity governance artifacts such as enterprise application registration documentation, access model documentation, and PIM related operational controls
• Operational dashboards and reporting where needed using Power BI Professional
• Compliance supporting evidence aligned to PCI DSS related operational expectations

Measures of Success:

1)BAU

• High service stability with fewer repeat incidents and reduced time to restore service for priority issues
• Consistent completion of BAU checklist with strong documentation quality
• Improved monitoring coverage and reduced blind spots
• Increased percentage of repeatable BAU tasks automated and measurable reduction in manual effort

2)Projects and Improvements

• Enhancements delivered with measurable outcomes such as reduced operational toil, improved reliability, or stronger identity governance maturity
• Changes executed safely with minimal incidents and clear validation evidence
• Higher stakeholder confidence due to clear planning, governance, and communication

3)Personal Development

• Certifications or measurable skill milestones achieved
• Learning applied into operational, automation, or process improvements that the team can reuse

What We're Looking For:

• Proven experience as a Senior IT Infrastructure Engineer or similar role
• Strong proficiency in PowerShell scripting with the ability to create, refactor, merge, and troubleshoot scripts end-to-end
• Strong experience with API integration and calling REST APIs, including authentication patterns and structured error handling
• Extensive knowledge of Microsoft Azure, Microsoft 365, and Cloudflare
• Strong experience with Azure Entra ID including enterprise application registration and governance practices
• Strong experience implementing or operating Azure Privileged Identity Management PIM or equivalent privileged access solutions
• Hands-on experience with Fortinet FortiGate and Fortinet Access Points and Cisco switching networks
• Experience with DUO or equivalent MFA solutions and enterprise credential management ideally 1Password EPM or equivalent
• Experience leading infrastructure projects from planning to delivery and stabilization
• Strong problem-solving and analytical skills
• Effective communication and stakeholder management skills