Infrastructure & Tier 2 Support Team Lead Full-time Job

Role Purpose

The Infrastructure and Tier 2 Support Team Lead plays a critical role in ensuring the operational stability, scalability, and performance of SmokeCI’s infrastructure and hosting environments. Leading a team of three Systems Administrators, this position combines hands-on technical expertise with strategic leadership, focusing on proactive monitoring, automation, and continuous improvement across cloud (AWS) and on-premises systems.

The Team Lead is also responsible for the operational health of the Eyerys platform and related business systems, ensuring ISO27001:2022 compliance and fostering cross-functional collaboration.

Key Responsibilities

Technical Operations & Monitoring

• Ensure adherence to SLAs for incident and request resolution across networking, telephony, and infrastructure services.

• Maintain 99.7% uptime for key platforms hosted on AWS (Fargate, SQS, EC2, VPC) and private environments.

• Implement and manage monitoring via AWS CloudWatch and other tools for Linux servers, MySQL, MongoDB, and hosted services.

Security & Compliance

• Enforce ISO27001:2022 technical control compliance.

• Apply encryption, access controls, and security hardening practices across environments.

• Coordinate vulnerability scans, penetration tests, and document remediation efforts.

️ Environment & Infrastructure Management

• Lead provisioning, configuration, and automation using tools like Ansible, Docker, and shell scripting.

• Oversee administration of Linux, NGINX, PHP, MySQL, and MongoDB environments.

• Develop and test backup and disaster recovery processes in line with RPO/RTO objectives.

• Optimize infrastructure performance, scaling, and capacity planning.

Documentation & Knowledge Management

• Maintain internal documentation: SOPs, architecture diagrams, and technical references.

• Ensure accuracy in client-facing materials such as network diagrams and integration guides.

• Promote a documentation culture with regular team contributions.

Platform & Product Expertise

• Develop in-depth knowledge of the Eyerys platform, backend dependencies (PHP, MySQL, AWS SQS), and support workflows.

• Manage product upgrade processes with zero downtime via careful staging and rollback planning.

• Act as SME for IVR and SIP telephony integrations and routing logic.

Domain, DNS, and MS365 Management

• Manage domain registrations, renewals, and DNS records (A, MX, TXT, SPF, CNAME).

• Maintain MS365 services (Exchange, SharePoint, OneDrive, Teams) for uptime and configuration health.

Change Management

• Ensure all infrastructure-related changes follow formal CAB processes, with complete documentation and stakeholder approvals.

• Manage post-implementation reviews and reporting with high accuracy.

Team Leadership

• Lead, mentor, and support a team of three Systems Administrators.

• Conduct 1:1s, performance reviews, coaching, and manage professional development plans.

• Participate in hiring and onboarding processes.

• Represent the team at Operational Committee level, collaborating with Development, Data, and Client teams.

Governance & Process Ownership

• Enforce adherence to approved SOPs and infrastructure policies.

• Maintain audit-ready systems for backups, monitoring, and security reporting.

Core Competencies

• Strategic problem-solving with scalable, cost-effective solutions.

• In-depth infrastructure and DevOps expertise.

• Accountability over team performance and infrastructure health.

• Strong coaching, mentoring, and people leadership skills.

• Clear, effective communicator in cross-functional and leadership settings.

• Committed to continuous improvement, automation, and process optimization.

• High standards in documentation, change control, and system reliability.

• Adaptable in high-growth, fast-paced environments with changing priorities.

Experience & Knowledge Requirements

• 7+ years experience in infrastructure or systems administration.

• 3+ years in a leadership or team management role.

• 2+ years working with AWS and DevOps principles.

• Strong familiarity with ISO27001:2022, including compliance implementation.

• Experienced in change management (CAB), patching, and disaster recovery.

• Proven background in automation (e.g., Ansible, CI/CD, scripting).

• Advantageous: experience supporting custom platforms and B2B SME environments.

Minimum Qualifications

• Tertiary qualification in IT or related field (advantageous but not required).

• Certifications such as:

  • AWS Certified SysOps Administrator

  • CompTIA Linux+

  • ITIL Foundation

  • ISO27001 Lead Implementer

Equivalent experience will be considered in place of formal qualifications.