Job Description

Our mission

Travelodge’s mission is to be the UK’s favourite hotel for value.

With more than a million visits every week to our website and more than eighteen million customers a year, the use of technology is critical to both our customer offer and our low-cost operations.

The mission within IT is to ensuring innovative technology drives the business forward, through the development of the company’s customer-facing and internal technology applications.

The job in a nutshell


As part of our small in house infrastructure team, you will be responsible for day to day infrastructure management and support across hosting/cloud, networks/WiFi, servers, infrastructure apps and tooling. 


If you’re confident, proactive and well organised with strong attention to detail and enjoy the challenges of support and operations, then this is the ideal role for you. You will be our incident management SPOC who can really help contribute to the way the infrastructure team works!


What you’ll be doing


  • Day to day infrastructure monitoring, managing and responding to system events/alerts and vendor notifications.

  • Monitoring the infrastructure support ticket queue, acting as a support SME and ensuring all tickets are correctly prioritised, updated and resolved/fulfilled within SLA.

  • Providing swift application of operational skills to diagnose and resolve any operational failures that occur.

  • Identifying, troubleshooting and resolving infrastructure incidents.

  • Managing and fulfilling infrastructure service requests.

  • Planning and implementing infrastructure related changes.

  • Identifying and investigating underlying infrastructure problems, carrying out root cause analysis and implementing solutions.

  • Coordinating and executing various infrastructure maintenance / system administration activities, e.g. patching, upgrades and capacity management.

  • Configuring and optimising tooling to effectively monitor and manage critical infrastructure components.

  • Owning and maintaining infrastructure documentation, including standard operating procedures, wikis and knowledge articles.

  • Coordinating and executing infrastructure DR tests according to a defined schedule.

  • Supporting Senior Infrastructure Engineers with project deliverables from time to time, ensuring all solutions can be effectively supported and maintained.

  • Identifying, owning and delivering infrastructure Improvements, particularly in relation to operations and support.

  • Working closely with vendors across all aspects of infrastructure management, participating in regular service reviews.

  • Working closely with other IT teams to ensure there is a coordinated approach to infrastructure operations and support.


Budget & Staff Management Accountabilities

None


What we’ll expect from you


This is a hands-on technical role, where you will also be expected to own and lead day to day support activities on behalf of the team, regularly working cross-team, with 3rd party vendors and with business stakeholders/end users.

You will need to have a broad set of hands-on technical skills but we are not expecting detailed knowledge in all of our infrastructure services and components; it is more important that you can articulate what you know well and recognise when further research is required - be an active self-starter who can then gather information in a timely and organised manner.

We operate a complex, hybrid sourcing model with a mix of in-house solutions, 3rd party hosting, managed services and IaaS/PaaS/SaaS agreements, and so experience working with and coordinating 3rd party vendor activities will be key.

Skills/Experience:

  • At least 3 years experience as a support engineer/analyst, with responsibility for mission-critical IT infrastructure in a fast paced, customer centric and multi-site business.

  • Broad technical skills with a good understanding of networks/WiFi, Cloud, Windows Server, AD, File/Print, SCCM.

  • Previous experience working with and managing a wide range of 3rd party vendors across all aspects of infrastructure management.

  • High levels of energy and resilience, able to work independently and flexibility, multitasking and self-managing a dynamic and varied workload.

  • Strong communication and stakeholder management skills, able to influence, negotiate with and challenge others where required.

  • Drive and determination to continuously optimise and improve infrastructure performance, stability, security and cost.

  • Ideally ITIL Foundation certified with a working understanding of ITIL and ITSM best practice.

Travelodge Traits

At Travelodge, we believe that behaviours are just as important as the activities you carry out. The ones we look for in every colleague are:


I care about people

  • I treat everyone in a way I would like to be treated

  • I am easy to work with

  • I have a can do attitude

  • I care about the impact my work has on others


I pay attention to detail 

  • I do the little things that make a difference to our customers 

  • I work to brand standards

  • I treat Travelodge time, equipment and stock as if it were my own


I drive for results

  • I hit targets in my role and work at the right pace

  • I take ownership of problems and try to fix them fast

  • I look for ways to avoid future problems

  • I look for ways to promote Travelodge


What you can expect from us 


Culture 


At Travelodge, we are warm, straightforward and optimistic. We have a big footprint in the UK, but still a small company feel and you can expect quality and value to be built in to everything we do. You’ll have the support of a close network of colleagues and managers, and every day is different here! We want you to bring your personality to work and we love our diversity.


Reward and recognition 


It’s not just our customers we want to wake up with a smile on their face. As well as a competitive salary, being part of our hotel support centre means great holiday entitlements, pension contribution deals, being part of our bonus scheme, and a Thanks Card giving generous room and food discounts as well as friends and family rates.


Career and development 


We want you to develop further with us at Travelodge and we’ll provide you a development plan to help you reach your goals.   You can expect to have a full induction and training relevant to your role. We advertise all our vacancies internally, so you’ll have the opportunity to really develop your career with Travelodge.


Latest IT jobs