Technical Operations Engineer

Location: Remote (UK)
Department: Technology
Reports to: Chief Technology Officer (CTO)

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Why join Infix?

Infix exists to make healthcare scheduling simpler, smarter, and more human. Our platform helps NHS teams reduce waiting lists, improve productivity, and make life easier for staff and patients.

We’re a fully remote, values-led startup, and our culture reflects what we believe in:

• We listen to our customers, to each other, and to the challenges of the healthcare system.

• We challenge assumptions, complexity, and the status quo so we can build better solutions.

• We keep it simple in how we work, communicate, and design our products.

• We get it done with pace, ownership, and a genuine team-first mindset.

Joining Infix means meaningful impact, exposure to complex technical environments, and the opportunity to build deep operational expertise within a growing health-tech organisation.

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The role

The Technical Operational Specialist is a hands-on, IT-focused role supporting the ongoing operation, support, and improvement of Infix’s technology platforms and products.

This role puts strong technical and IT fundamentals first, applying that expertise across product support, incident investigation, troubleshooting, and live service activities. Acting as an all-round technical specialist, the role works across IT operations, information security, outsourced services, and product support — contributing to the overall stability, security, and reliability of the platform rather than owning it outright.

Reporting into the CTO, the role supports senior technical decision-making and may deputise in a limited capacity when required, particularly around coordination, information gathering, and supplier interaction. It is well suited to someone who enjoys solving problems, working across systems, and building confidence and capability in a scaling technical environment.

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Technology environment

Infix is a SaaS product built on Microsoft Azure, using a range of Azure services and platforms. While our software development is outsourced, this role is closely involved in troubleshooting, incident investigation, and live service support across the platform.

The current technology environment includes:

• Microsoft Azure cloud infrastructure
• Azure SQL Database
• Azure App Service
• Serverless functions
• API management
• Application monitoring and logging using App Insights

You do not need to be a software developer, but you should be comfortable working within a cloud-based SaaS environment, reviewing logs and diagnostics, and coordinating with engineering and supplier teams to resolve issues.

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Core focus areas

• Operational stability – keeping systems reliable, secure, and well-maintained
• Incident & issue resolution – structured investigation and coordination
• Technical enablement – supporting product, live service, and change activity

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Key responsibilities

1. IT operations & technical fundamentals

• Support day-to-day IT operations across systems, environments, and applications.
• Apply strong IT fundamentals to investigate issues relating to access, configurations, networks, systems, and data flows.
• Assist with monitoring, maintenance, and housekeeping activities across environments.
• Maintain and update technical documentation, configurations, and runbooks.
• Identify potential technical risks and escalate appropriately.

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2. Troubleshooting & incident management

• Lead incident investigation and coordination across applications, integrations, infrastructure, and environments.
• Own incident triage, prioritisation, and technical investigation activities.
• Coordinate internal teams and outsourced suppliers to progress investigation and resolution.
• Gather and analyse logs, diagnostics, and technical evidence to support root cause analysis.
• Escalate risks, impacts, and resolution options to senior technical leads and the CTO as required.
• Ensure incidents are tracked through to resolution and documented appropriately.
• Contribute to post-incident reviews and preventative actions.

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3. Coordination of outsourced IT & support services

• Support the coordination of outsourced IT and support providers.
• Help track supplier activities, progress, and responses against agreed expectations.
• Assist with logging, escalating, and following up on supplier issues.
• Act as a technical point of contact for operational and service-related queries.

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4. Product support & live service activities

• Provide technical input into product support activities, with a focus on investigation and issue resolution.
• Assist with identifying, reproducing, and documenting product defects and system bugs.
• Support the coordination of fixes, patches, and updates into live environments.
• Assist with speciality roll-outs and feature enablement, supporting technical readiness and stability.

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5. Information security & ISMS support

• Work in line with the organisation’s Information Security Management System (ISMS).
• Support IT and information security activities, including access management, secure configuration, and incident support.
• Assist with identifying and escalating potential security risks or incidents.
• Support audits, evidence gathering, and continuous improvement of ISO 27001-aligned controls.
• Help ensure outsourced providers follow agreed security practices.

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6. Support to the CTO & technical leadership

• Support the CTO by gathering technical information, preparing updates, and coordinating follow-up actions.
• Assist with supplier discussions, incident reviews, and operational follow-ups.
• Deputise when required, focusing on coordination rather than decision ownership.
• Develop technical capability and confidence over time through exposure, mentoring, and hands-on experience.

Person specification

Experience & background

• Experience in a technical operations, IT support, systems, or infrastructure-focused role.
• Strong grounding in IT fundamentals, including systems, access management, networking concepts, and environments.
• Experience supporting incident investigation, troubleshooting, or live service operations.
• Exposure to working with outsourced IT or support providers.
• Comfortable operating in a scaling organisation where priorities evolve and learning is continuous.

Skills & capabilities

• Strong problem-solving skills with a structured, methodical approach to investigation.
• Able to work across multiple systems and technologies, joining dots between issues.
• Clear communicator, able to explain technical issues and impacts to non-technical stakeholders.
• Well organised, with the ability to manage multiple issues, incidents, and workstreams.
• Detail-focused, with good documentation habits and follow-through.

Values & ways of working

• Aligned with Infix values:
  
  • Listens first and seeks to understand before acting.
  • Challenges constructively, raising risks and issues calmly and clearly.
  • Keeps things simple, focusing on practical solutions.
  • Gets things done, taking ownership and seeing tasks through.
• Comfortable working autonomously within a remote-first team.
• Collaborative and supportive, working closely with Product, Engineering, and external partners.
• Calm and reliable under pressure, particularly during incidents or live service issues.

Desirable (but not essential)

• Experience working in healthcare, SaaS, or regulated environments.
• Familiarity with ISO 27001, information security, or ISMS processes.
• Exposure to cloud platforms, monitoring tools, or modern SaaS architectures.
  

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How to apply

If this role sounds like the right next step for you, we’d love to hear from you.

To apply, please send us the following:

• Your CV
• A detailed cover letter outlining your motivations, your interest in Infix, and how your experience aligns with the role and our values.
• Confirmation that you hold valid right to work in the UK, as Infix is not currently licensed to sponsor overseas workers.

We review applications on an ongoing basis and will be in touch if your background aligns with what we’re looking for.