Join OneAdvanced:
Our IT Managed Services business enables customers to innovate, transform, and seize new opportunities. The Technical Operations function underpins this mission by delivering enterprise-grade, 24x7x365 technical support to mid-market clients across both public and private sectors.
We operate a shared services model aligned with ITIL v4, enabled by ServiceNow, automation, and the practical use of generative and agentic AI. Our 24x7 Operations squads provide proactive management and incident response across infrastructure, cloud and modern workplace services.
What You Will Do:
As a Senior Systems Engineer within our 24x7 Operations function, you will act as the squad's senior technical escalation point on the day shift Squad (Mon-Fri, office hours), taking ownership of complex incidents, major incident response and problem management across both core infrastructure and Microsoft Modern Workplace services. You will combine deep technical capability with sound judgement under pressure, and play an active role in developing the Systems Engineers around you.
You will work across multiple customer environments, providing a senior point of reference for Systems Engineers, driving root cause analysis on recurring issues, and contributing to the automation, standards and tooling that underpin the squad's operations.
Key Responsibilities
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Act as third-line escalation point across Windows Server, Active Directory, Microsoft Azure, Microsoft 365 and virtualisation platforms, owning incidents that Systems Engineers are unable to resolve, assisting and guiding them to resolution.
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Lead or coordinate response to major incidents, including driving stabilisation, coordinating cross-functional input, and providing clear, confident communication to stakeholders under pressure.
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Own problem management for recurring or systemic issues, using monitoring data, CMDB relationships and log analysis to establish true root cause and prevent recurrence.
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Design, build and maintain automation and scripting (e.g. PowerShell, PowerPlatform, Microsoft Graph, AI) to reduce manual operational load, applying sound engineering practice including version control, error handling, testing and rollback.
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Review and approve standard and normal changes raised by Systems Engineers, ensuring changes are well-formed, appropriately tested and low-risk before implementation.
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Support and mentor Systems Engineers, providing technical guidance during shift and contributing to their development.
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Own the design and continuous improvement of runbooks, knowledge articles and operational standards across the squad.
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Identify and help implement opportunities to apply generative and agentic AI to reduce manual, repetitive operational work.
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Participate in shift handovers, providing senior oversight of complex in-flight actions and ensuring continuity across the squad.
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Partner with Squad Managers on service improvement, workload prioritisation and the technical development of the wider squad.
What You Will Have:
- Proven experience operating at third-line within a Microsoft-based infrastructure and workplace services environment.
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Strong working knowledge of Windows Server administration and Active Directory, including replication, GPO, DNS and DHCP troubleshooting.
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Hands-on experience with Microsoft Azure infrastructure services (virtual machines, networking, storage, backup) alongside Microsoft 365.
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Experience supporting Windows endpoint environments, including Intune and/or Configuration Manager (SCCM), and their supporting infrastructure such as imaging and deployment services.
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Demonstrated experience leading or coordinating major incident response, with clear communication under pressure.
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Practical experience using monitoring, event management and CMDB data to drive root cause analysis and problem management.
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Scripting and automation experience (e.g. PowerShell, PowerPlatform, Microsoft Graph, AI), applying sound engineering practices such as version control and testing.
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Strong understanding of ITIL practices, particularly Incident, Change and Problem Management, including reviewing and approving changes.
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Experience supporting or mentoring less experienced engineers.
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Eligibility for UK Government Security Check (SC) clearance.
Desirable Skills and Experience
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Hands-on experience with virtualisation technologies such as VMware or Hyper-V.
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Experience with monitoring tools such as LogicMonitor or equivalent, including alert tuning and configuration.
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Experience applying generative or agentic AI tools to operational workflows, such as automation, knowledge management or ticket triage.
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Awareness of ISO27001 and operational security controls within live service environments, with experience embedding these into daily practice.
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Experience working in a shared services or MSP operating model at a senior or escalation level.
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Microsoft certifications such as Azure Administrator Associate (AZ-104), Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent.
What We Value
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Curious – You seek to understand systems, ask sensible questions and look for better ways of working.
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Integrity – You follow process, document clearly and act with professionalism at all times.
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Accountability – You take ownership of your work, your tickets and your development.
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Connected – You collaborate across shifts and disciplines, supporting team outcomes over individual heroics.
Please note, applicants must have the legal right to work in the UK at the time of application.
What We Do For You:
Wellbeing that means something
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26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
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Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
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Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
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24/7 Employee Assistance Programme for confidential support
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Private medical insurance for everyone, no medical-history exclusions
Financial benefits that have your back
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Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures
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Income protection: up to 75% salary for 5 years if you ever need it
Grow your career with us
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SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
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Access to external training and apprenticeships
Making a Difference
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MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
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Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger
Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:
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ULEV car scheme with 1,000+ models
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Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover
Who We Are:
At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.
We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.
OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.
Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.
We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.
Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference.
Join us and become part of a team that’s powering the world of work and making a real difference.
Learn more at www.oneadvanced.com
