Engineering Support Team Manager

Engineering Support works to maintain, enhance and improve business and customer supporting applications, tools and scripts. A fantastic opportunity for a natural technical leader and an experienced manager to come and grow and lead the function, taking responsibility for the practices, tools and methods alongside the motivation of the team to increase throughput and quality of delivery.

Key Responsibilities

• Operational and line management of the engineering support team (Software Support Engineers and Monitoring and Automation Engineers)
• Maintain a department skills matrix and support the training and development of the team
• Ownership of the operation and effectiveness of our infrastructure monitoring tools. To include the development of those tools / platforms in line with business strategy and needs of internal customers.
• Evaluate software and services to see if they should form part of the management platform
• Delivering on-going support for all internally developed tools and applications
• Delivering on-going support for all ITSM and collaboration tooling
• Own and maintain supporting documentation for design, configuration and on-going support.
• Provide Subject Matter Expert level code and application support when needed, including leadership of technical investigations
• Promptly respond to application issues raised by internal and external teams from investigation through to coding solutions/patches. Establishing service level agreements / improvement strategies to increase service satisfaction of internal customers
• As a member of the Software Engineering Management Team, contribute to the development and implementation of the Engineering Department plan, including recommendations for Technical Training and Development of the Engineering Department
• Contributes to the creation of technical standards within the development team and UKCloud
• Providing regular fact (metric) based reports to the Software Engineering Team and internal customers to show improving efficiency and identify areas for improvement. Collaborate with internal customers to improve team and company performance.
• Maintain procedural and audit-readiness of the function including policies, processes and education

Knowledge/Skills/Experience

You’ll be an experienced team leader; organised and self-motivated focussing on the value creation and delivery. Working within an agile environment, you’ll be naturally open and keen to share knowledge across teams whilst contributing to technical discussions. As such your communication skills will be excellent and your attitude will be “can do”.

• Essential
  • Experienced and successful leader of development teams; from coaching to hiring to creating a high performing team
  • A good understanding of core datacentre technologies: Servers, Networks, Storage gained through an operational support background.
  • Experience working in an ITSM environment with 3rd line support teams; effective problem investigation.
  • Exposure to software engineering practices either as a software engineer or QA engineer.
  • Strong operational support experience of Windows and/or Linux Operating Systems and VMware vSphere.
  • Demonstrable skill in at least one of the following scripting languages: Python, Ruby, PowerShell, Perl.
  • Experience with a variety of database technologies, preferably MongoDB, MySQL and PostgreSQL
  • Experience with helpdesk tools within an ITIL environment.
  • Commercial experience working in agile teams and practices, notably Kanban and Scrum
• Desirable
  • Demonstrable expertise in design and implementation of testing frameworks, for example Unit Testing, BDD/TDD, Performance Testing and Security Testing (Fuzz)
  • Experience in working within a large scale cloud or virtualised computing environment

UKCloud is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates. Candidates must be eligible to work and live in the UK and will be required to undergo and maintain UK government security clearance.

To apply, please click here and send us your current CV and a covering note detailing your current salary and the reasons you wish to join us. We look forward to hearing from you.