Senior Systems Engineer Cloud Operations

Senior Systems Engineer (Cloud Operations)

ITO Operations

FUNCTION: IT Service Operations REPORTS INTO: Cloud Operations Manager, ITO

The Senior Systems Engineer will work as part of an operational squad to support specific Managed Service (ITO) customers in the cloud, ensuring all systems and related applications and infrastructure are supported and maintained to industry best practice and agreed standards.

Key to success will be a close–knit tribal culture of customer centric service. The Senior Systems Engineer will work closely with the Technical Account Manager for each customer, contributing to overall technical governance and leadership, technical excellence, and continual service improvement.

You will be a technology specialist, capable of delivering expert skills and knowledge in at least one related Microsoft application or service, along with a keen all–round interest in current Microsoft cloud and on–premise ecosystems and relevant related technologies. You will use these skills to contribute to standardisation, optimisation, and innovation, working with others to help define and deliver standardisation within the business.

Communication and collaboration is paramount in this role, you will work closely with a variety of internal and external business stakeholders and will be continually engaged and collaborating with our clients.

What you will be doing

• Implement solutions which drive automation to help reduce time spent by support teams and in turn, free time to innovate and drive service improvement.

• Where required, provide technical support, and take ownership of technical investigations into complex problems, continuing to work on them until a resolution or workaround can be implemented. Provide technical input and governance to the problem and update stakeholders at regular intervals as the technical investigation continues.

• Attend relevant customer specific meetings as and where required. Examples may include presenting changes to the change advisory board, providing technical feedback as part of a formal problem review and progress updates during project review meetings.

• Ensure compliance to relevant standards (i.e. ISO 27001, 9001) and security (i.e. CIS, STIG) to help ensure we control, report and adequately measure and handle risks the business faces.

• Use your specialist knowledge to contribute to and assist the relevant technical guild; a forum of your peers defining and driving standards to manage and optimise the services.

• As an effective and highly capable team member, you will self–manage your workload and proactively pickup requests and other work through the ITSM tool. You will also need to be able to mentor and develop other engineers in the wider technical support teams.

• Author new technical documentation for example for new solutions or changes in configuration required to adhere to updated security standards that is structured and relevant to the audience.

• Work on other tasks as required to support wider business plans and initiatives.

What you will have

• Experienced senior technical resource, highly motivated and capable of understanding and resolving complex technical problems.

• Strong understanding of both Azure and M365 cloud services as well as on–premise Windows Server infrastructure, coupled with a general understanding of traditional hosted technologies and approach.

• Capability to problem solve; undertaking or designing tests to eliminate possible issues and working quickly and efficiently towards a solution

• Working knowledge of network and security technologies as well as private cloud infrastructure such as virtualisation and storage.

• Excellent communication verbal and written, being able to operate at all levels and articulate messages to a variety of different audiences. Understand people and cultural differences to build good relationships with colleagues.

• Capability to author and update infrastructure, support and procedural documentation.

• Keen willingness to mentor others in the team and wider department on technologies within your field of expertise.

• Ability to present concepts in authoritative and clear manner through white boarding, presentations and proposals.

• Understanding of Incident, Problem and Change Management within the ITIL framework.

• Capability to project manage in an informal capacity; able to apply appropriate project methodology to plan, execute and report on work in a structured way.

• Strong consultancy skills with the capacity to be an excellent motivator in order to meet deadlines and handle change.

• Experience of operating within a multi–supplier / SIAM support model.

• Ability to obtain and maintain UK Government Security Check (SC).

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Technical skills and experience

One or more of these would accreditations be desirable:

• Microsoft Azure Administrator

• Microsoft 365 Enterprise Administrator

• Microsoft Windows Server Administrator

At least three years' experience in one or more of the following server and cloud application technologies:

• Content control and cloud messaging security

(MessageLabs, ForcePoint, Mimecast, Exchange Online Protection etc.)

• Disaster Recovery, Backup and Replication

(i.e. Hyper–V Replica, Zerto, VEEAM etc.)

• Identity management and conditional access technologies

(i.e. Azure MFA and PIM, AD FS, SecurEnvoy etc.)

• Microsoft 365 applications and services

• Windows Server and associated services including patching, maintaining, and administering roles and features

• Virtualisation

(i.e. VMware ESX or Microsoft Hyper–V)

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