• US Regional role in an ever-growing region for Howden covering Infrastructure Support 

• This key role forms part of a distributed, global infrastructure operations team that is responsible for the continued availability and support of a hybrid on-premises and cloud infrastructure. 

• Specifically, working within a global IT infrastructure team, providing support for local Cloud, Data Centre, and network infrastructure by drawing upon their wealth of practical and technical experience support within the US. 

• This is a hands-on role and will work within a fast-paced environment supporting the US region. 

Technical skills required for the role:  

• Demonstrate extensive experience working as a cloud/infrastructure engineer or in similar IT roles. 

• Extensive experience working with cloud technologies such as Microsoft Azure and M365. 

• Extensive experience working with multi-site and multi forest Active Directory environments, group policy and DNS. 

• Extensive experience working with common Microsoft technologies such as patch management, mobile device management and monitoring systems. 

• Extensive experience working with Windows desktop, including all levels of troubleshooting. 

• Extensive experience working with cloud, server, desktop, network and telephony providers. 

• Extensive experience working with datacenters 

• Good knowledge of networking - Layer2/3, dynamic routing, MPLS and firewall management.Cisco, Palo Alto firewalls, CATO SD-WAN experience preferred. 

• Good knowledge of IT security practices and the implementation of tools that provide event logging and alerting. 

Desirable Experience 

• Good knowledge of Microsoft server technologies (Windows 2022, 2019, 2016, and 2012) 

• Good knowledge of Active Directory, DHCP, DNS & Group Policy 

• Good knowledge of SCCM and patching 

• Good knowledge of Nutanix/VMware/HyperV 

• Good knowledge of Azure 

• Experience with Office 365/CoreView 

• Experience scripting for example PowerShell 

• Experience with Anti-Virus technologies such as Tanium/CrowdStrike 

• Knowledge of identity management solutions such as EntraID 

• Knowledge of proxy services such as Netskope 

• Keyfactor PKI and certificate lifecycle management solutions, including certificate issuance, renewal, revocation, monitoring, and automation. 

• Administered and supported Imperva security solutions, including Web Application Firewall (WAF), 

The role requires: 

• Demonstrate examples of similar successful positions in the past. 

• Be highly collaborative with the current team, management structure and business leaders. 

• Demonstrate a very high level of customer service and empathy to the customer issues.  

• Worked in the insurance or financial services sector previously. 

• Demonstrate a ‘Can-Do’ attitude. 

• Be an excellent all-round communicator through verbal and written communication, possibly multi-lingual with Spanish being highly desirable. 

Achieve Results through Relationships with All Parties 

• Deliver a personal performance that contributes towards Group and/or Company achieving their objectives. 

• Achieve lasting relationships with all parties (internal clients, suppliers, third parties and other staff) 

Delivery of Service 

• Consistently deliver an excellent and comprehensive service 

Conduct and Integrity 

• Ensure all dealings are carried out with integrity and professionalism. 

• Act in utmost good faith, in accordance with Group and/or Company policies and never risk the Company’s or the Group’s reputation. 

Development and Professionalism 

• Continuously develop skills and knowledge 

• Develop others where you are responsible for their performance. 

• Must possess a passion for quality and continuous improvement. 

• Able to multi-task and prioritise appropriately. 

Clients 

• Develop strong relationships with the Business Units 

• Respond to the Business Units’ requirements as appropriate. 

• Support the business units with their use of the IT systems. 

• Behave with all clients (both internal and external) fairly and ethically with excellent customer service. 

• Take ownership of issues and provide updates to users on outstanding issues. 

Administration 

• Ensure up to date records are always maintained on the Group and Company systems. 

• Interpret instructions and issues arising, and then implement actions according to policies and procedures. 

Support 

• Providing escalation support to the Group IT Service Desk 

• Ensuring all changes to production services are subject to change control. 

• Producing and update documentation to improve the efficiency and effectiveness of systems. 

• Conducting root cause analysis following unplanned disruptions to improve system availability. 

• Conduct Problem Management of repeat incidents affecting business services. 

• Experience with incident management systems, identify incident trends and gather relevant information systematically to troubleshoot and resolve issues.  

• Strong analytical, problem solving and decision-making skills. 

Compliance 

• Ensure compliance with all applicable Group and /or Company policies and procedures. 

• Ensure correct authorisation is obtained and processes followed when required by the Group and/or Company policies and procedures. 

• Ensure compliance with legal and regulatory requirements. 

• Ensure that own performance, HR, and T&C records are up to date and meet the Group’s requirements. 

• Maintain accurate records and deal with correspondence appropriately. 

• Ensure compliance with Anti Bribery and Corruption policy and procedures.