.Role Purpose 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, virtualization, computing, 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 are wide-ranging.
Responsibilities Primarily support existing virtualized, 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!
Primary Skills Total IT Experience: +10 Years.
Relevant Technical Experience: +5 Years.
VEEAM experience is essential for this role.
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 while balancing business priorities and quality.
Has developed expert knowledge of one specific technical support area and 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 levels and above.
Capability to manage, plan, analyze, and troubleshoot capacity and performance.
VEEAM backup and VEEAM ONE reporting, replication configuration, and support, including tape out