The Managed Cloud team is responsible for managing various Cloud platforms, Implementing Dedicated Customer Solution Platforms, day to day operational support, upgrading existing platforms, advising on solutions and delivering new platforms.
The team is responsible for all infrastructure, virtualisation, compute, storage and backup solutions, both dedicated to private or public cloud.
We have plenty of challenging SLA’s and KPI’s to focus on across a wide range of customers often desiring different objectives and results
You will also look to onboard new customer solutions working closely with the delivery team and project managers to accept platforms into operations
Provide customer reports showing performance, constraints, improvements and recommendations
You will work collaboratively with a great team located across Europe and India.
Supporting an extremely eclectic mix of IT solutions as our portfolio of customers is wide ranging.
Responsibilities:
Primarily support existing virtualised, storage and backup environments
Dealing with all types of incidents, requests and changes to ensure that Service Level Agreements with customers are adhered to.
Build and maintain strong working relationships with employees
Strong communication and interface skills with other functional areas
Maintain the CMDB
Document standards and procedures
Working with service account managers to assist them in feeding back information to the customer
Proactively look for improvements
Assist in project deliveries when required
Following ITIL based change procedures
Evolve and implement new services to support Getronics technical functions in line with business requirements and service descriptions.
Mentor and train team members
Provide on-call support 10 times a year for a one week duration
Accountability for platforms to ensure security procedures are maintained
This is an L3 support team, the solution lies with us!
Requirements:
Total IT Experience:10+ Years
Relevant Technical Experience: 5 Years
NETAPP and DELL storage experience is essential for this role
SAN Fabric background in Brocade, CISCO and DELL switches
Experience in managing large and complex enterprise services
Experience in managing cloud based platforms
Proven ability to work in a high performing team
Skills to manage several work streams simultaneously whilst balancing business priorities and quality
Has developed expert knowledge of one specific individual technical support area, but also has a broad knowledge of other areas
Ability to cope in a technically complex and fast-changing environment
Understanding of how to build, configure and deploy backup tools and agents
Able to communicate clearly to peers, project managers and customer account managers
Ability to build key relationships across peer group level and above.
Capability to manage, plan, analyse and troubleshoot capacity and performance
VEEAM backup and replication configuration and support, including tape out
Experience:
Previous exposure to Managed Services is an advantage
Other Backup skills are beneficial (Netbackup, Druva, Quest, Backup Exec)
Understanding of how to build, configure and deploy VMs and templates
Be able to create and maintain a culture where your colleagues are closely worked alongside and share technical expertise with them as required.
To be able to think strategically and evaluate options in the short, medium and long term
Excellent influencing and persuasion skills with the ability to enthuse and inspire multidisciplinary teams and build successful relationships at all levels
Ability to balance conflicting and changing demands through prioritization and a pragmatic approach
Proven experience in driving operational excellence, service improvements and lean methodologies
Good understanding and past experience of DELL MX7000, CISCO UCS, V-Block infrastructure setup
Good Technical knowledge of Windows Server Management
Understanding of iSCSI, NFS, and Fibre Channel protocols, Fibre Channel cabling, switching, zoning
Zerto Setup and Management
AWS
MS Azure
Expertise in one of the following scripting languages PSH, WMI, Python
Qualification:
None, but certification is a great asset and well received by our customers
Highlight your merits and what makes you a valuable member of the team
