Lead Infrastructure Operations Engineer

Diversity Jobsite; United States; Hybrid; USD 120,000 - 160,000; Full time

Job summary

Natural Resources Wales is seeking a Lead Infrastructure Operations Engineer to ensure critical ICT services are secure, resilient, and effectively managed across the organisation.

You will provide technical leadership for live service operations, manage incidents and changes, work with suppliers and internal teams, and drive improvements in monitoring, security, and service delivery.

Qualifications

• Senior role leading infrastructure operations and ITIL-aligned processes.
• Experience managing large-scale hybrid infrastructure (physical and virtual).
• Knowledge of security, incident management, and change control best practices.

Responsibilities

• Lead the operation, support, and maintenance of physical and virtual infrastructure to ensure performance and resilience.
• Oversee incident and problem resolution, identify root causes, and ensure timely restoration of services.
• Support change and service transition by embedding operational readiness and resilience in delivery.
• Guide service improvement and roadmaps using monitoring data and stakeholder feedback.

Job description

Natural Resources Wales is seeking a Lead Infrastructure Operations Engineer to ensure critical ICT services are secure, resilient, and effectively managed. This senior role within Digital, Data and Technology leads the operation, support, and maintenance of physical and virtual infrastructure, ensuring performance, security, and service standards are consistently met, including support for business-critical systems and out-of-hours cover where required.

You will provide technical leadership across live service operations, working with internal teams, service owners, projects, and suppliers to manage priorities, workloads, and service quality. The role involves overseeing incident and problem resolution, ensuring root causes are identified and addressed, and supporting change and service transition by embedding operational readiness, resilience, and support models early in delivery.

You will contribute to service improvement and operational roadmaps, using monitoring tools, service data, and stakeholder feedback to identify risks and opportunities. The role operates across a Microsoft-based environment (Azure, Microsoft 365, Entra ID, Defender, AVD), ensuring services are secure, well-documented, and aligned to organisational and ITIL practices.

Responsibilities also include managing third-party suppliers, ensuring contractual and regulatory compliance, and overseeing delegated budgets to deliver value for money. You will lead and support a team of engineers, providing day-to-day technical direction while influencing projects, suppliers, and service improvements.

Driving is essential to this role as you will be required to drive to datacentres or remote offices for physical infrastructure maintenance and support therefore you must hold a full and current UK driving license.

As an organisation we support flexible working. You will be contracted to the nearest NRW office to your home and a suitable hybrid working pattern will be agreed on appointment. Any regular face to face meetings or training will be planned in advance.