Job Vacancy

Cloud Services Engineer

Job Type:

Full-time, permanent, 40 hours per week on a shift pattern

Salary:

Subject to Experience

Location:

Arran Park, Chapel Road, Meppershall, Bedfordshire, SG17 5NQ

Overall Description

You will be taking a leading role with the maintenance and technical aspects of Cloud Infrastructure services. Within this role you will be influential in ensuring the appropriate policies, processes and procedures are in place and operating effectively. Technical escalation support to the Service Desk, platform management and automation of infrastructure services.

Key Responsibilities

  • Provide Technical Escalation support to the 2nd line team, documenting knowledge articles and sharing knowledge to drive a shift left culture
  • Identify and implement automation or processes/service requests/self-service/problem resolution to drive efficiencies in the Service desk
  • Works with the Cloud Solution Specialists & Cloud Operations function to continually implement and refine Infrastructures (Platform Management) under Centrality Management to increase availability/optimisation
  • Undertakes Azure/M365/Exchange administration
  • Create knowledge and processes with automatic remediation where possible to enable the Cloud Operations team to proactively monitor infrastructures, systems, networks and business processes
  • Act as the service transition gate keeper from Cloud Solutions into the Cloud operations, ensuring appropriate documentation, processes and knowledge are in place to enable a seamless transition
  • Own and manage the release & change process into the Cloud Operations Team
  • Participates in Major Incident reviews and take ownership of problem management recommendation to drive continual service improvement
  • Participate on-call rotas to support the Cloud Operations team on an escalation basis
  • Mentors staff within 2nd line and Cloud Operations to support succession planning/knowledge growth
  • Works in accordance with documented quality procedures
  • Takes personal responsibility for development of skills to ensure these remain up to date and relevant

Key KPI's

  • % of Knowledge articles written and cascaded to Service Desk and Cloud Operations
  • Individual Productivity (tickets escalated/resolved) with long term resolution/knowledge
  • Customer SLA
  • Customer satisfaction
  • Technical Skills & Certification (self-development

Skills and Experience

Qualifications
  • Education qualifications required: GCSE Maths and English at grade C or higher
  • Professional Qualifications required: None
  • Professional Qualifications desired: Microsoft MCDST, MCP or higher in relevant areas. ITIL Service Desk & Incident Management, Basic Juniper JUNOS networking qualification (or Cisco equivalent).
Experience
  • Prior experience within an infrastructure and or administration role.
Key Skills
  • Excellent problem-solving skills, with an analytical and methodical approach
  • Accuracy and attention to details
  • Azure Administration
  • Active Directory management/maintenance
  • M365 deployment & administration
  • MS Exchange Management & Support
  • Knowledge of Intune and or SCCM
  • Networking & Troubleshooting
  • PowerShell Scripting
  • Knowledge of ITIL
Key Behaviours
  • Lives the Centrality Values of Honesty, Expertise, Approachable, Results and Teamwork
  • Takes ownership and has a can-do attitude, positive manner
  • Calm under pressure
  • Passionate about Service Excellence
  • Amiable and flexible team player
  • Thrives on complex problem resolution and automation
  • Curious, inquisitive
Apply Now

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