Infrastructure Operations Senior Technician

Merlin Entertainments•Carlsbad, CA

About The Position

The Infrastructure Operations Senior Technician will lead and support the operational integrity of our IT infrastructure. This senior role is pivotal in driving operational excellence, ensuring service reliability, and maintaining compliance with information security and data governance standards. You will work closely with the Infrastructure Operations Manager and collaborate across global teams to deliver consistent, high-quality infrastructure services within an ITIL-aligned framework. West Coast based position.

Requirements

Minimum 5 years’ experience in enterprise infrastructure/systems support within medium to large environments, with strong stakeholder collaboration across global business units and ability to interpret complex technical requirements.
Demonstrated expertise in Microsoft Intune (Endpoint Management/MEM), SCCM (Configuration Manager), Azure administration, and endpoint management solutions (SCCM, MEM, ManageEngine Endpoint Central).
Strong experience managing Microsoft 365 services (Teams, SharePoint, Exchange Online).
Proven experience in Mobile Device Management (Intune/MEM) for iOS and Android devices.
Advanced knowledge of Windows Server and Desktop operating systems, including patching and deployment systems.
Experience supporting macOS and managing macOS within Microsoft Azure (Intune).
Working knowledge of Active Directory, Azure Active Directory, and Group Policy configuration.
Strong understanding of virtualization technologies and network infrastructure.
Familiarity with monitoring tools, ServiceNow (or similar ticketing systems), and ITIL processes, including incident, change, problem, and asset management.
Experience with cloud platforms (Azure required; AWS desirable).
Proficiency in scripting (e.g., PowerShell).
Excellent troubleshooting, problem-solving, communication, and documentation skills.

Nice To Haves

Relevant certifications (e.g., CompTIA, Microsoft, ITIL) preferred.

Responsibilities

Monitor and maintain servers, storage systems, and virtual environments to ensure optimal performance, uptime, scalability, and resilience.
Act as a regional technical escalation point for complex incidents and service requests, ensuring timely resolution within defined SLAs.
Respond to incidents, alerts, and service requests professionally; participate in major incident management and post-incident reviews.
Oversee and execute routine maintenance, including patching, backups, and system updates.
Support deployment and configuration of infrastructure components, including virtual machines.
Contribute to disaster recovery and business continuity planning, testing, and execution.
Maintain and enhance documentation of systems, procedures, and configurations to support knowledge sharing and audit readiness.
Collaborate with global IT teams, the Infrastructure Operations Manager, vendors, and managed service providers to deliver infrastructure projects and resolve cross-functional issues.
Escalate complex or high-impact issues to senior engineers, vendors, or managed service providers as needed to ensure service continuity.
Share infrastructure updates, system statuses, and incident reports with technical and non-technical stakeholders, translating complex issues into actionable insights.
Proactively engage diverse stakeholders, adapting communication style and technical detail to ensure alignment at all levels.
Partner with the Infrastructure Operations Manager to lead monthly review meetings with regional IT Management.
Ensure all activities align with ITIL processes, champion operational excellence, drive continuous service improvement, and uphold information security and data governance standards.
Participate in global on-call support, including evenings and weekends, and provide occasional out-of-hours support to maintain 24/7 coverage as required.