CLOUD PLATFORM TECHNICAL LEAD

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Key Responsibilities

-Escalation point to Operations for 3rd line support and solutions delivery on client deployment project

-Proactively administer, analyse/trend and troubleshoot specific issues with UKCloud’s cloud infrastructure to achieve the highest possible availability of services for our Customers

-Work with colleagues, suppliers and other UKCloud teams to resolve potentially complex technical issues across multiple technology disciplines

-Champion the use of best practice within the support teams (technical, process and service) to quickly and effectively close-out Customer tickets, handle changes and escalate problems. Seek and enact opportunities to improve the way that we operate as a team

-Own and resolve issues escalated by Customers through the UKCloud support teams, and the resolution of problems that improve the stability of the platform

-Author, update and maintain content within the UKCloud knowledgebase, including Subject Matter Expert documentation for internal and external audiences

Knowledge/Skills/Experience

-Appropriate IT degree or equivalent skill and experience

-Excellent technical level and exposure to:

-Virtualisation - large scale VMware vSphere, vCloud Director

-Core DC technologies - servers, networks and storage (SAN)

-Operating Systems - Windows and Linux (esp. RHEL and CentOS)

-Networks and Security - TCP/IP in multi-tier network infrastructure, routing, firewalling, switching, IPSEC and SSL-VPN

-Operational support of the above technologies in critical-uptime 24-7 settings a distinct advantage, with an good understanding of networking technologies and protocols and any exposure to Cisco next-gen Data Centre products and technologies (Nexus 5k, 7k and UCS)

-Experienced in Service Management environments ideally aligned with ITIL or equivalent standard. Background in -Customer Support / Service Desk an advantage

-Demonstrable Customer Service and communication skills, written and verbal. Experience delivering informal training, webinars or coaching of colleagues will be an advantage

-Disciplined, self-organised and motivated to learn and improve in a busy and changing environment

Additional Information

This is a full time role is managed as part of UKCloud’s professional working day and participate in out-of-hours support activities (on-call), for which an allowance will be paid.

UKCloud is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates. Candidates must be eligible to work and live in the UK and will be required to undergo and maintain UK government security clearance.

To apply, please click the APPLY button and send us your current CV and a covering note detailing your current salary and the reasons you wish to join us. We look forward to hearing from you.