Infrastructure Operations Engineer - HMRC - EO

Location
Birmingham, Bristol, Cardiff, East Kilbride, Edinburgh, Glasgow, Leeds, Manchester, Telford, Worthing.
Please note that due to workforce controls, Birmingham is only available to existing HMRC staff in this location.

About The Job

Job summary
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We are looking for an Infrastructure Operations Engineer to join the Tooling & Automation team within HMRC’s Chief Digital & Information Office.
The team operates and supports a suite of business-critical tooling services used by product teams across HMRC for infrastructure automation, deployment pipelines, software delivery and secure access.
Working alongside senior infrastructure engineers, you will support live services, administer tooling platforms, investigate operational issues, process access and service requests, contribute to controlled technical changes, and maintain clear operational documentation.
This is a hands-on operational role offering the opportunity to develop practical experience across cloud infrastructure, CI/CD, automation and tooling services within a complex enterprise environment.

Job Description

We are looking for an Infrastructure Operations Engineer to join the Tooling & Automation team within HMRC’s Chief Digital & Information Office.
The team operates and supports business-critical tooling services used by product teams across HMRC for infrastructure automation, deployment pipelines, software delivery and secure access.
Working alongside senior infrastructure engineers, you will help maintain reliable live services and provide practical operational support across the tooling estate. You will monitor services, complete routine operational checks, investigate incidents and service requests, administer user access, support controlled technical changes and maintain clear operational documentation.
You will also contribute to the migration, stabilisation and continuous improvement of tooling services, helping product teams use the available platforms effectively and consistently.
The tooling environment includes services such as AWX, Jenkins, GitLab, Nexus, HashiCorp Vault and bastion services, supported by cloud infrastructure, operating systems, networking, automation and CI/CD technologies.
This is a hands-on operational role offering the opportunity to develop practical infrastructure-engineering skills within a complex enterprise environment. You will work collaboratively with infrastructure engineers, product teams, service owners and other stakeholders to support secure, resilient and well-documented services.

Person specification

As an Infrastructure Operations Engineer within the Tooling & Automation team, you will support the operation, administration and continuous improvement of business-critical tooling services.

Your Key Responsibilities Will Include

• Monitor tooling services and complete routine operational checks to support service availability and continuity.
• Support investigation and resolution of incidents, problems and service requests, escalating complex issues appropriately and capturing relevant evidence.
• Administer user access and onboarding requests across tooling platforms, following agreed security, approval and audit processes.
• Support tooling services including AWX, Jenkins, GitLab, Nexus, HashiCorp Vault and bastion services.
• Process requests received through the team mailbox and service-management tools accurately and within agreed service expectations.
• Maintain and improve operational documentation, runbooks, support procedures and user guidance.
• Capture knowledge from incidents, recurring issues and engineering activity to improve resilience and reduce operational risk.
• Support controlled technical changes, including preparation, testing, validation and post-implementation checks.
• Contribute to the migration and stabilisation of tooling services on strategic infrastructure.
• Provide practical support and guidance to product teams using the tooling services.
• Work collaboratively with infrastructure engineers, product teams, service owners and other technical and non-technical stakeholders.
• Participate in Agile ceremonies, planning activities, knowledge sharing and continuous improvement.

Essential Criteria

• Experience supporting live IT services, infrastructure or another operational technology environment.
• A working understanding of cloud infrastructure, such as AWS, operating systems such as Linux or Windows, and core networking concepts.
• Practical exposure to one or more operational tooling areas, such as CI/CD platforms, automation tools, source-control platforms, secrets management or infrastructure support tooling.
• Experience following operational processes for incidents, service requests, access management or controlled technical changes.
• Ability to investigate issues methodically, capture relevant information and elevate appropriately.
• Ability to produce accurate, clear and structured operational documentation or user guidance.
• Strong written and verbal communication skills, with experience supporting users or working with technical and non-technical stakeholders.
• Ability to organise work, maintain attention to detail and balance operational support with planned delivery activity.
• An understanding of Agile, DevOps and/or ITIL-based ways of working.

Desirable Criteria

• Experience supporting Jenkins, GitLab, AWX, Ansible, Nexus, HashiCorp Vault or bastion services.
• Experience working with AWS-hosted infrastructure.
• Experience using ServiceNow, Jira or comparable service-management and work-tracking tools.
• Experience supporting CI/CD pipelines, infrastructure automation or containerised services.
• Experience contributing to tooling migrations, upgrades, operational testing or service stabilisation.
• Relevant cloud, Linux, DevOps, service-management or infrastructure certification.

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