Cloud Technical Lead

Additional Information We are recruiting for a Cloud Technical Lead on behalf of our client, a provider of a true public cloud for the exclusive use of UK Public Sector organisations. Their mission is to provide a service enabling their customers to gain value from the agility and cost savings of using a sovereign, assured cloud platform. 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