Cloud Support Engineer Lead

Farnborough, Hampshire

About the Role

Our Cloud Support team provide operational support for UKCloud’s cloud infrastructure. The team operate in a highly technical environment where no two issues are ever the same. The team continues to grow and we are now looking for an experienced senior cloud support engineer who has some team leading experience for this new role. This role would suit someone with experience of resource planning, ticket resolution and management, and the supporting of technical teams for improvement.

Key Responsibilities

Team leadership of the cloud support team, providing coaching and support to team members on a regular basis.

Accurately record, update manage and resolve tickets using the call tracking system whilst keeping all parties (internal or external) informed of the tickets progression via phone and email.

Demonstrate a solid understanding of the underlying Platform to our customers and providing assistance in helping them leverage the service

Respond to incoming monitoring alerts, resolving or escalating as required in accordance with priorities and agreed service levels

Ensuring all changes are documented through the Change Management Process

Provide excellent customer service to UKCloud customers and internal staff.

Skills and Experience

Experience of leading a team in for a business critical platform in a 24/7 environment

Experience with helpdesk tools within an ITIL environment, an ITIL qualification would be advantageous

Disciplined, organised and self-motivated.

Excellent Communication skills

Keen attention to detail

Strong customer service orientation

Ideally Degree qualified

Good all round IT skills across O/S, VMWare, Storage and Networking