Cloud Technical Specialist

About the Role

The role is based within the Managed Cloud and Workspace team. The team provides 1st, 2nd and 3rd line technical support for all Enterprise customers that have subscribed to our Managed Solutions portfolio. The role specifically involves specialist support for Cloud and Workspace technologies; therefore, the role requires an individual to have the required skillset and plenty of experience in cloud technologies.

Key Deliverables

• Lead in the delivery of effective, timely and high-quality services and technical support to Manx Telecom customers, cloud services and internal management systems.
• Responsibility to provide technical support and assistance where required to meet agreed customer expectations and assist in the operation and assurance of all Managed Cloud and Workspace products and services in line with agreed KPI’s & SLA’s
• Engage with and support other Customer Technology Services teams in the delivery, operation, and support of Customer Solutions & Services in relation to all Manx Telecom Managed products and services.
• Work closely with the Operational team managers to identify individual development opportunities, mentoring & coaching as necessary.

Key Accountability

BAU Cloud Support & Maintenance

• Assist in for organising regular maintenance reviews (Security patching/upgrades/capacity mgmt etc)
• Assist in allocation of maintenance tasks throughout the cloud support team (reporting/communications/planning/installation)
• Responsible for early feedback to management of any issues
• Raise/implement change request on existing systems
• Handling routine tasks – Eg backups, failover tests etc
• Implement patches/updates for critical/security issues
• Perform root cause analyse after incidents
• Monitor KPIs and assist in creation of improvement plans
• Escalation to vendors

Development Project Support

• Lead on Development projects to provide Support requirements
• Raise/implement change request on existing systems for projects
• Compliance with best practice guidelines for network security and integrity
• To ensure statutory and regulatory compliance is maintained in all business operations
• To comply with the Quality and Environmental Management Systems to ensure they retain expected standards
• To actively support, at all times, company policy and best practice in the area of security

Ideal Candidate Characteristics

Technical Knowledge

• Knowledge of service management concepts
• Knowledge of architectural framework concepts and implementation
• Experience in working with Public Cloud platforms & infrastructure, particularly VMware product set, including vCloud Director, NSX-T & Horizon \ Horizon DaaS
• Knowledge of L2/L3 networking concepts, routing protocols and implementation
• Knowledge of Firewall configuration
• Advanced knowledge of Microsoft & Linux server & desktop operating systems
• Advanced knowledge & experience of Microsoft applications, such as Exchange & SQL Server
• Knowledge of scripting & automation

Soft Skills

• Highly motivated self-starter able to direct self to consistently meet challenging targets
• Highly adaptive, flexible and dynamic
• Ability to listen and capture requirements accurately
• Ability to coach and mentor effectively to achieve high standards
• Excellent interpersonal and communication skills
• Excellent organisational skills
• Strong written and verbal communication and presentation skills

Experience

• 5+ years of overall experience in the technology industry holding a senior engineering position
• 5+ years of experience working within Managed Services Provider environment
• 5+ years experience in customer facing role requiring a high level of individual responsibility, sound business judgement and where an aptitude for improving customer satisfaction was successfully demonstrated

Qualifications

• Preferred HNC/D or Degree in Electronic/Computer Science or related technical discipline
• Vendor certification reflective of experience and seniority in role specialisation