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ArcGIS DevOps - ESRI Service Manager

Digital Technology
Corporate Services

Arup is an independent firm of designers, planners, engineers, consultants and technical specialists offering a broad range of professional services. Through our work, we make a positive difference in the world.


The Technical Software Services (TSS) team designs, delivers, operates and supports the advanced technical software used by Arup’s engineers to deliver world-class outcomes to our clients. The team is part of the Digital Technology Group (DTG) and works closely with skills leaders, service managers across DTG as well as with the wider BIM and Automation teams within the business


The TSS teams core function is to provision, support and advise the business and project teams on technical software, BIM solutions and specialist platforms to support the delivery of projects across the firm. Through the team of domain experts, they are responsible for maintaining and managing our core application portfolios of four major vendors: Autodesk, Bentley, ESRI and Trimble that are currently well established within the business and adapting to assess introduce new technology solutions and stacks as deemed necessary by the business


As part of the TSS team the Esri Global Systems Operations Lead (SysOps Lead) will be essential in providing agile solutions combining processes, practices and tools to deliver robust quality ArcGIS Enterprise solutions for cloud and on-premise infrastructure, deploying and operating our systems, automating and streamlining our operations and processes, building and maintaining tools for deployment and the monitoring of our systems and operations.


This is a global role with flexibility on home office location where the post holder will need to apply flexible working hours to accommodate time zones across regions when required. It is essential that the post holder has strong communication and interpersonal skills with a flexible and adaptable approach to provide solutions to meet changing business requirements and technology advancements. 


The role will report directly to the Global Head of Technical Software Services with a close working relationship and reporting lines to the Esri Platform Owner and wider user community globally.



It will be a requirement to collaborate closely and determine business requirements with the well-established geo-spatial and data teams across the business, project teams and liaise directly with the supporting Digital Technology Groups service teams of Compute & Storage, Cloud and IDAM.


They will work closely with the SysOps specialists globally and the Level 2 Technical Software Support team providing training and reference material for them to assist in the support of service requests from the business.


The SysOps Lead is responsible for the support and maintenance of the ArcGIS for Enterprise on-premise and cloud hosted infrastructure, applications and systems provisioned, managing;


  • Design – resilience, security, Operating Level Agreements (OLAs) and Service Level Agreements (SLAs)
  • Transition – receive new requirements from the business, designing solutions and product development for implementation into live operations
  • Strategy – roadmap of upgrades, enhancements and continuous improvement
  • Operation – problem, incident and event management
  • Maintenance patching, security and licensing
  • Engagement – acts as single point of contact for customers, coordinating globally with business leaders and Service Teams across the firm
  • Supplier and 3rd party Service provider relationships when required
  • Reporting - Management Information (MI) and Business Intelligence (BI) reporting through KPIs aligned to OLAs and SLAs


The core responsibilities of this role will include:


  • Managing ArcGIS for Enterprise on-premise and cloud hosted infrastructure and solutions (ArcGIS Server, Portal, Enterprise Geodatabase, ArcGIS Online)
  • Deploying, managing, maintaining and application delivery for Microsoft Azure to support ArcGIS for Enterprise applications and solutions across multiple environments
  • Design and implement operational architecture and processes for a variety of workflows for building and deploying the ArcGIS for Developers website
  • Implementing and supporting spatial automation and quality control solutions to meet business requirements.
  • Supporting the geo-spatial and project delivery teams in their day to day use of ArcGIS solutions to meet business needs
  • Provide Level 3 support for ArcGIS systems and solutions supporting the business by managing support requests via ServiceNow as appropriate and escalating to vendor support when required. Knowledge share with 2nd line Technical Software Support team to increase the teams understanding and provide guidance
  • Keep up to date with software products, trends and supplier changes. Understand the vendors roadmaps, upcoming releases, new functionalities and capabilities, liaising closely with business leaders to promote and share knowledge across the business
  • Initiate, plan and coordinate proof of concepts and updates of ArcGIS applications and solutions used across the business including any proprietary products to ensure maintained functionality and operations
  • Collaborate, coordinate with the geo-spatial and data teams across regions sharing knowledge and intelligence and developing a standardised approach
  • Design and implement monitoring systems across all environments
  • Additional responsibilities as agreed with Head of TSS


Requirements and skills

  • Experience of working within large multidisciplinary projects and/or infrastructure clients and the application of web mapping software and its configuration
  • Highly experienced in ArcGIS Enterprise
  • Highly experienced in the use of geospatial software and tools including (QGIS, ArcMap, ArcGIS Pro, Postgres, PostGIS)
  • Highly experienced in the automation of GIS workflows and geospatial application development in proprietary and open source environments
  • Have a deep understanding of the web and its protocols/technologies including HTTP, SSL, LDAP, JDBC, SQL, HTML, XML
  • Experience applying continuous integration and deployment with a firm grasp on version control concepts and build systems
  • Working knowledge of machine learning, data mining, data analytics and statistical modelling applied in spatial environments
  • Intermediate to advanced programming skills in python and/or R
  • Working knowledge of Terraform
  • Working knowledge of Powershell
  • Intermediate to advanced skills in Data schema modelling, database design and management expertise and writing SQL queries within RDBMS 
  • Working knowledge of Microsoft Azure computing, web services and software (SaaS) to provide agile and elastic solutions, including;
    • Virtual Machien - Web Services to provide secure, scalable compute capacity in the cloud.
    • Azure Files - Simple Storage Service to provide scalable, high-speed, web-based cloud storage services
  • 10 years relevant work experience in a DevOps role for operational websites
  • Working knowledge of authentication services (AaaS) to support business requirements for two-factor authentication or single sign-on
  • Understanding of data security requirements for the protection of data against unauthorised access or corruption
  • Understanding of data residency regulations and General Data Protection Regulations and their impact to the business
  • Working knowledge of ServiceNow or similar IT Service Management systems
  • Experience with QA testing and test automation
  • Communication and interpersonal skills to develop strong working relationship within the business to provide technical advice and understand the requirements of projects and the firm


Competencies to include:

  • Comprehensive spatial thinking with the ability to adapt and apply knowledge to new situations and challenges
  • Ability to interpret and decipher customer queries and extract key information, to provide a flexible and adaptable approach to deal with changing priorities
  • Strong investigative and research skills leveraging public and industry forums, communities, WIKI’s and Blogs to solve complex problems and implement solutions
  • Ability to communicate complex technical problems and issues with internal support teams throughout DTG and external and industry groups, partners Systems Analysts and vendor support teams.
  • Understand business impacts of decisions, impacting financial and resource management
  • Ensure consistency across projects complying with Arup or Client standards and requirements.
  • Ability to clearly convey business vision, technical information and ideas through a variety of media options and strong interpersonal skills to groups and individuals
  • Ability to work on own initiative and also maintain an efficient working relationship with customers and other service providers and collaborators
  • High level of attention to detail with a desire to maintain and monitor quality and standards
  • Good time management and planning skills with the ability to prioritize workload


Personal attributes to include:

  • Ability to communicate with people at all levels in both technical and non-technical environments with effective written and verbal communication skills ensuring a high level of customer experience throughout
  • A passion for diversity, recognizing the innovation and competitive edge that comes from a diverse highly skilled team where equal opportunities are truly valued
  • Strong analytical and problem-solving abilities to provide accurate resolutions
  • Passionate about customer satisfaction, delivering high quality services and continual improvement
  • Ability to share your expertise through documentation and mentorship
  • Interest in systems monitoring and process automation


Desirable Skills and knowledge:

  • Familiarity with monitoring tools such as SCOM and SquaredUP
  • Familiarity with Terraform, Packer, Consul, and Vault
  • Experience with JavaScript, Node JS
  • Knowledge of containerized services (Docker, Kubernetes)
  • Knowledge of Agile software development methodologies (Scrum)
  • Knowledge of cloud platforms (Azure, Amazon Web Services)
  • Practical experience of working in a Common Data Environment for collaborative information sharing and modelling. Understanding of BS1192 and ISO19650 suite of information management process and quality assurance procedures
  • Form of project management training (PRINCE2, APM etc.)



  • Masters in GIS, Geoinformatics, Computer Science or Masters qualified in engineering or scientific related subject to transport and infrastructure



Reward and Benefits:

We offer a competitive salary at all levels, and one of the best benefits packages in our sector.

Core benefits in accordance with regional policy, to be confirmed.



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