Incident Management

• Monitor and maintain servers, storage systems, and virtual environments to ensure optimal performance and uptime.
• Respond to incidents, service requests, and alerts in a professional manner and within defined SLAs.
• Perform routine maintenance tasks, including patching, backups, and system updates.
• Assist in the deployment and configuration of infrastructure components (e.g., virtual machines).
• Support disaster recovery and business continuity planning and testing.
• Maintain accurate documentation of systems, procedures, and configurations.
• Collaborate with global IT teams to support projects and resolve technical issues.
• Escalate complex issues to senior engineers, vendors, or managed service providers as needed.
• Participate in major incident management, contributing to rapid resolution and post-incident review.
• Ensure all activities are carried out in accordance with ITIL processes and contribute to continuous service improvement.
• Champion operational excellence by adhering to best practices, identifying areas for improvement, and driving consistency in service delivery.

• Minimum 3 years’ experience in infrastructure or systems support within a global enterprise environment, demonstrating the ability to manage complex technical information and engage with stakeholders at multiple organisational levels.
• Strong understanding of server administration (Windows) and virtualisation technologies.
• Familiarity with monitoring tools, ticketing systems, and ITIL processes.
• Experience with cloud platforms (e.g., Azure, AWS) is desirable.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and documentation abilities.
• Relevant certifications (e.g., CompTIA, Microsoft, ITIL) are a plus.

• Reliable and self-motivated with a strong sense of ownership.
• Committed to delivering operational excellence and continuous improvement.
• Able to work effectively under pressure and manage multiple priorities.
• A team player with a customer-focused mindset.
• Comfortable working in a globally distributed team environment.
• Strong awareness of and commitment to information security and data protection principles.

• Complimentary and unlimited access to Merlin attractions for you and loved ones
• Global ticket allowances for Merlin destinations
• Discounts on Merlin hotels, retail, and experiences
• Employee Assistance Program
• Paid annual and anniversary leave
• Comprehensive health and dental coverage
• Family medical coverage after one year of service