Job summary
Home Office Government Digital and Data designs, builds and develops services for the rest of the department and for government. Every year our systems support up to 3  million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles, and property.

Where business needs allow, some roles may be suitable for a combination of office and home-based working. Where this is the case, employees will be expected to spend a minimum of 60% of their working time in the office. Applicants can raise any queries to the email address at the bottom of the advert.

Watch this short video to hear from members of Home Office Digital talking about the projects they work on and their experience of working here: Working for Home Office Digital.

Job description
A Senior Infrastructure Engineer builds, administers, transitions, supports, and maintains infrastructure services throughout the service lifecycle, in line with departmental policy and Home Office strategy.

This role acts as a 3rd line operations subject matter expert and includes responsibility for managing staff and overseeing workloads. You will focus on improving service quality and shifting appropriate work to earlier support tiers.

You will work as part of a team of Infrastructure Engineers to ensure services are effectively integrated, delivered, and operated. This includes working closely with third‑party suppliers and technical architects to translate architectural designs into reliable operational services.

You will oversee incidents and problems, liaising with users, colleagues, and third‑party providers. You will also contribute to broader management activities, including service improvements, onboarding new services, problem management, and staff development.

In this role, you will develop subject matter expertise in specific products and technologies and provide guidance and support to junior engineers.

As our services operate 24/7, you may need to occasionally work outside of office hours, including participating in an on-call rota implementing technical changes, with additional pay for out-of-hours work and on-call.

Main responsibilities 

Your main day to day responsibilities will be:

• Maintaining and supporting End User and Collaboration products, processes and documentation (Window, M365, end user devices – desktops, laptops and mobiles) at 3rd line.
• Responding to incidents escalated from L1 and L2 support providers, ensuring relevant prioritisation, successful resolution and improvements to documentation and processes based on lessons learned.
• Diagnose and resolve technical problems, ensuring that technical solutions continue to meet business requirements taking accountability for actions taken and decisions made.
• Working collaboratively with other providers and teams to deliver an IT service ensuring value for money by assigning tasks and knowledge to earlier resolver groups.
• Initiating and monitoring actions to investigate patterns and trends to resolve problems, including consulting specialists where required. You will determine the appropriate remedy and assist with implementation of fixes as well as preventative measures.
• Maintaining and updating supporting documentation aimed at users, colleagues and other suppliers.
• Managing, coaching and mentoring more junior infrastructure engineers, participating in their appraisal and related performance management processes.
  You will take responsibility for a range of products (e.g. SPOL, Exchange, etc.) and/or internal processes (e.g. problem management, acceptance into service, etc.)
• We would particularly welcome applications from candidates with strong experience in the following technologies:  Microsoft 365 (esp. Teams, SharePoint), Windows 11, Azure, Entra ID.

Person specification
Working Pattern 

This role is available on a full-time basis with the option of compressed hours working. This role is also suitable for part-time working hours, with a minimum requirement to work 3 days per week due to business requirements.

Essential skills

You’ll have a visible passion for Infrastructure Engineering, with the following skills or strong experience in:

• Responsible for maintaining focus on the whole service delivery lifecycle, from design to delivery including maintaining, updating, improving documentation for colleagues to follow at all levels and an ability to build solutions (DESN)
• Continual service improvement (including seeking opportunities to shift left), and improving guidance and processes for colleagues and customers (TEST)
• Providing direction and coaching to more junior team members (OFCL)
• Dissecting a problem into its component parts to identify and diagnose root causes, allowing problem resolution (USUP)
• Agile development and continuous integration principles (ITOP)
• The technical concepts required in your role and an ability to build solutions & decommission solutions (HSIN)

SFIA capability framework  

Skills for the Information Age (SFIA) version 8 is the technical framework that sets the standard capability and development of all levels in the Home Office. This is a link to the capability framework:  All skills A – Z English (sfia-online.org).

We use set SFIA technical skills to form our interview questions and we will assess you against these technical skills during the selection process.

The essential skills listed above are reflective of the Home Office Government Digital and Data Profession Career Framework (based on the industry standard SFIA framework).  Use the SFIA Levels of responsibility to understand what would be expected for each technical skills listed below.

Technical skills
We’ll assess you against these technical skills during the selection process:

• Systems design (DESN) – Level 4
• Testing (TEST) – Level 3
• Systems installation and removal (HSIN) – Level 3
• IT infrastructure (ITOP) – Level 3
• Incident management (USUP) – Level 2
• Organisational facilitation (OFCL) – Level 3