Responsibilities

The Digital Core Infrastructure Engineer has two (2) key focus areas. The role is primarily responsible for providing end-to-end IT infrastructure capabilities to meet business needs. Additionally, this role supports operational quality and compliance for the global Digital Core Site Services organization, reports to the Regional Service Delivery Manager.

The Digital Core Infrastructure Engineer collaborates with business teams to deliver IT infrastructure service experience and support local initiatives. Ensure delivery of effective, consistent, and stable infrastructure environments. Act as the single point of contact for IT infrastructure requirements.

This role is responsible for supporting quality and compliance of global Digital Core Site Services, including audits and adherence to internal policies.

Key Objectives & Deliverables:

(A) Infrastructure Engineer

• Manage external IT support vendors to meet service level agreements and local business needs.
• Coordinate IT support requirements with vendor IT support teams.
• Oversee day-to-day IT infrastructure service activities and project delivery.
• Provide support for meeting room technology and high-profile digital/virtual meeting events.
• Work with global service managers to improve supplier service levels.
• Build effective working relationships with business partners, IT groups, and vendors.
• Coordinate service and project delivery with the onsite business IT lead.
• Deliver services and projects within timelines, focusing on business user experience.
• Explore innovative technology to simplify and automate work.
• Provide IT consultancy and operational support.
• Manage service failures and coordinate troubleshooting of complex issues.
• Support budget planning activities.
• Act as a change agent for global infrastructure project adoption and implementation.
• Facilitate education for business to enhance productivity and collaboration through technology.
• Plan, implement, and support telecommunication equipment and platforms.
• Manage site telecom hub and infrastructure assets.
• Assist with procurement tasks, including installation of new IT equipment.
• Perform routine system operations and manage supplier support for local IT equipment.
• Perform access security review and maintenance.

(B) Global Digital Core Site Services - Quality and Compliance

• Assist with implementation and maintenance of quality and compliance standards as guided by the organization Quality and compliance lead.
• Support audits and preparation.
• Identify and oversee solutions for IT quality governance improvements.
• Monitor IT quality levels and initiate corrective actions as needed.
• Provide operational compliance reporting and improve reporting efficiency.

Basic Qualifications & Experience

• Diploma in Computer Science, Engineering, Information Technology, or related field, or equivalent work experience.
• Customer service experience.
• Familiarity with supporting infrastructure technology (Desktop/Mobility/Network/Conference Room Technologies).
• Experience with Microsoft productivity and collaboration tools (Office 365 suite, Outlook, Teams).
• Experience using automation tools such as Power App; familiarity with Power BI is an advantage.
• Experience working in a regulated environment.

Additional Skills/ Preferences

• 2+ years of Information Technology experience.
• Excellent communication and interpersonal skills.
• Strong teamwork and collaborative skills.
• Project management and work coordination skills.
• Ability to manage multiple priority projects.
• Strong analytical and problem-solving skills.
• Exposure to AI productivity tools (Microsoft Copilot) and basic knowledge of generative AI capabilities.
• Broad knowledge of IT and fast learning acumen of business needs.
• Service support knowledge (e.g., ITIL).
• Familiarity with quality and compliance-related practices.

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