Infrastructure Support Engineer

To provide expert-level support and maintenance of the organisation's infrastructure, with a primary focus on VMware vSphere and Microsoft Azure virtual environments. The role includes responsibility for backup and disaster recovery solutions using Azure Backup, Veeam, and Rubrik. The Infrastructure Engineer will ensure high availability, performance, and security of core infrastructure services, while also supporting the transition of new services into live operations.

The role includes out-of-hours support for critical systems and collaboration with internal teams and third-party vendors to maintain a robust and resilient IT infrastructure.

DIMENSIONS

The Infrastructure Support Engineer plays a critical role in maintaining the daily operations of the organisation's infrastructure. The role supports:

• 3000 users globally

• Royal Liver Building head office

• 15 UK sites, including 11 manufacturing sites, 3 warehouses, and 1 datacentre

• 3 European sites, including 2 manufacturing sites and 1 office

• 2 Mauritius manufacturing sites

Internal contacts include staff at all levels, with regular interaction with Senior Managers and Adjacent IT Support Teams. External contacts include technology partners for support, service delivery, and issue resolution., 2nd / 3rd Line Infrastructure Support

• Provide advanced support for Princes virtualised Infrastructure and underlying physical infrastructure.

• Manage incidents escalated from the Service Desk and other IT Teams ensuring timely resolution and communication.

• Monitor and maintain backup and disaster recovery systems using Azure Backup, Veeam, and Rubrik. Assist support teams in recovering system from backups if required.

• Perform root cause analysis and implement permanent fixes for recurring infrastructure issues.

• Ensure adherence to Incident, Problem, and Change Management processes.

• Maintain system documentation and operational procedures.

• Liaise with 3rd Party Maintenance providers making sure yearly server room maintenance / repairs are performed.

• Provide out-of-hours support for critical infrastructure via escalations from other support team's initial triage.

• Collaborating closely with Internal SOC and Security teams to ensure alignment with security processes and strategy, keeping cyber security at the forefront.

• Security / Bug Fix Patching.

Service Transition and Knowledge Transfer

• Collaborate with project teams to transition new infrastructure services into live support.

• Ensure all documentation is complete and knowledge is transferred to the Service Desk.

• Identify training needs and provide guidance to support teams to improve first-time fix rates.

• Strong experience with VMware vSphere

• Experience with HPE ProLiant / StoreOnce / Storage hardware (specifically HPE SimpliVity / HPE Alletra)

• Proficient in managing Azure Virtual Machines and associated services.

• Understanding of Azure Backup, Veeam Backup & Replication, Rubrik.

• Solid understanding of Windows Server OS and Active Directory, SQL.

• Familiarity with networking principles and firewall technologies.

• Experience with monitoring and alerting tools for infrastructure health.

• Ability to produce clear and concise technical documentation and incident reports.

• Strong problem-solving skills and attention to detail.

• Understanding of ITIL framework and service management best practices.

Desirable:

• Knowledge of EXAGRID storage platforms

KEY BEHAVIOURAL INDICATORS

• Excellent customer service and communication skills.

• Strong analytical and problem-solving abilities.

• Organised, methodical, and detail-oriented.

• Flexible and adaptable to changing priorities.

• Ability to work under pressure and manage multiple tasks.

• Collaborative mindset with a focus on continuous improvement.

Full UK Driving Licence - Occasional travel to UK sites may be required.

The Princes Group has over 7,000 employees with offices and production sites in the UK, Netherlands, Italy, Poland, France and Mauritius. Princes manufactures 350 different food and drink products responsibly sourced and enjoyed by consumers every day. None of this would be possible without striving to be an employer of choice, where our colleagues are proud to represent our business.