Senior IT Operations Engineer (3rd Line IT Support)

● Full-time reporting to VP Information Security

● Southwark, London / Hybrid Role (minimum 1 day per week in the office) (UK applicants ONLY)

● UK Right to work required

● £48,000-62,000 (depending on experience) annual bonus and share options

● Start Date: from June 2024

Description

For far too long, pensions have been difficult to understand and manage. PensionBee makes pensions simple so everyone can look forward to a happy retirement. Founded in 2014, we are a leading online pension provider.

Operating in the £1 trillion market of Defined Contribution pension assets, PensionBee has grown rapidly through its direct-to-consumer marketing activities, creating a household brand name for the mass market. The Company has £4.4 billion in Assets Under Administration and 229,000 Invested Customers as at 31 December 2023. PensionBee has consistently maintained a Customer Retention Rate in excess of 95% and an Excellent Trustpilot rating from more than 10,000 customers, reflecting its commitment to outstanding customer service. PensionBee is listed on the London Stock Exchange (LON: PBEE).

PensionBee is growing at scale and announced expansion into the US in March 2024. As a result, we have an exciting opportunity for an experienced Senior IT Operations Engineer to join our Global Information Security and IT Operations Team in the UK, supporting the existing UK business and the setup and operation of the US business. This is a hybrid role and you will be expected to be in the London office at least 1 day per week (there may also be a requirement to travel to the US office).

About the role

Reporting to the VP Information Security, you will provide global IT support to PensionBee employees as well as providing expert solution and resolution on incidents and processes related to IT Operations.

PensionBee operates in the FinTech space, and is a Cloud native business running a primarily cloud-based IT estate of Google Workspace, Okta, Cloudflare ZeroTrust, Azure AD, Azure Cloud, AWS, MS Intune, Kandji MDM, Salesforce etc. with minimum on-prem server footprint.

The successful candidate will be the first Senior hire in the team and will therefore act as a mentor to the 1st & 2nd Line Technicians, whilst working with the team to ensure smooth operations of all IT operations across the business. The candidate must be a confident communicator, with excellent technical knowledge of different IT Infrastructure environments (such as Cloud, SaaS, IaaS, PaaS and On-Prem). The ideal candidate will have at least 5 years experience working in IT Support and Service Desk environments, with excellent knowledge of ITIL best practices and IT Service Management (ITSM).

The role is ideal for someone who is looking to develop their management skills and move into a Team Leader / Manager role in the future.

Key Responsibilities

• Handle and resolve incoming IT incidents, requests and changes that have been triaged and escalated via the helpdesk support system, within a timely manner in accordance with company SLAs.
• Accurately document all information related to incidents, requests and changes while providing timely updates and follow up for resolution. Take ownership of issues through their entire lifecycle and proactively manage them in a logical and methodical manner.
• Assist 1st & 2nd Line Technicians and act as the Subject Matter Expert (SME) on IT Infrastructure technologies utilised by PensionBee (listed under Key Technical Skills below)
• Create and maintain detailed technical documentation and IT processes/IT procedures.
• Administer and maintain the corporate IT estate (such as End User Devices, Google Workspace, Okta, Azure environment, SaaS based Applications, on-premise infrastructure such as Firewall and Networking equipment, MDM, O365 and Backup Solutions)
• Participate and take the lead in Compliance & Security related tasks, such as Patching, Vulnerability Management, Security Audit & Remediation Tasks, Cyber Essentials Plus and Access Control improvements.
• Use your knowledge of ITIL to ensure continuous improvement of IT Service Management in the business on a global scale.
• Provide expert assessment of IT Changes that may impact the IT estate.
• Undertake IT Project work, and collaborate with the wider Technology Team and internal or external stakeholders to provide solutions to problems.
• Provide expert solution design for complex problems, and have the confidence to implement technologies sourced from external suppliers.

Requirements

Key Technical Skills (essential)

• The ideal candidate will have experience supporting the technologies below.
• Previous experience of managing Google Workspace suite of applications, such as Gmail and Google Drive
• Good understanding of Cloud Identity and Access Management solutions - we use Okta
• Microsoft Azure Cloud & Applications – Intune, Microsoft Defender, MS Entra ID (formerly Azure Active Directory) and a good understanding of provisioning and managing servers and services in Azure Cloud, including VPN, Networking, Virtual Desktops etc.
• Good knowledge of IT Infrastructure, such as LAN, WAN, Firewalls, Networking (including DNS, DHCP), Video Conference Rooms, WIFI and Wireless Access Points (Cisco Meraki)
• MDM Solutions (we use Intune for Windows laptops, Kandji for Macs and Google MDM for mobile devices) and a good understanding of implementing policies to keep devices compliant
• End User Devices, both Windows 10 & 11 OS and macOS
• Fortinet Firewalls
• AWS Cloud & AWS Workspaces
• Cloud firewalls such as Cloudflare Zero Trust (desirable)
• AWS infrastructure such as EC2, S3, Workspaces (desirable)
• PowerShell scripting (desirable)

Benefits

● End of year bonus and generous equity schemes

● Fully remote working enabled environment and culture

● 25 days annual leave, 5 extra days for people with caring responsibilities and additional leave days for people living with a disability

● Generous and transparent gender inclusive Parental Leave policy

● Pension scheme with 5% matching employer contribution

● UK Healthcare Cash Plan, Thrive, SmartHealth Virtual GP and Income Protection Insurance

● Regular company-wide sessions: CEO Session, Show & Tell and varied D&I agenda; giving you an opportunity to share your ideas and learn about other areas of the business

● Happiness! Meeting: Every 6 weeks you will have the chance to speak with your manager about your well-being

● A warm and motivated team working to make a real difference for our customers

Diversity & Inclusion at PensionBee

We welcome all candidates and are proud to have been awarded Employer of the Year at the Financial Adviser Diversity in Finance Awards 2021 and UK Fintech Awards 2022 for Diversity and Inclusion.

We know the need to meet every criteria can sometimes get in the way of meeting brilliant candidates. We believe the right drive is often more important than degrees, so if you have an interest in the role, relevant past experience and are passionate about what we do, get in touch, we'd love to hear from you.

Furthermore, we're not just talking about it, but we also have monthly celebrations to embrace our differences and get to know our colleagues and friends better. These celebrations range from important conversations about men's mental health to our Pride Picnic. At PensionBee we're committed to provide equal rights, opportunities and treatment for all. We believe all companies have a duty to provide a supportive working environment for their employees and should be transparent. Here you can find our Gender Equality policy and Diversity and Inclusion policy which provide more information on our approach, including our commitments to flexible working requests and reasonable adjustments from day one.

We want everyone to be able to access the same opportunity, and some people might need extra support to have this access. If there’s an adjustment we can make that would help you perform to the best of your ability during the application process, like using a computer during a task instead of writing by hand, or booking in time for a longer interview, please reach out to our Training & Culture Manager, Emma on [email protected].

Hiring Process

1. Initial interview/chat with the hiring manager with selected candidates
2. Written task / assessment
3. Shortlisted candidates will have a structured interview (45-60mins)
4. Final decisions will be made and unsuccessful candidates will receive feedback.

Additional information about the structured interview;

• behavioural/competency interviews
• questions are pre-determined to keep things consistent
• 1 or more interviewers