Associate SME - Cloud (CL1)
Vantage Point
Associate SME - Cloud (CL1)
£29162
Vantage Point, Little Bromwich, Birmingham
- Full time
- Permanent
- Remote working
Posted 2 days ago, 18 Sep | Get your application in today.
Closing date: Closing date not specified
job Ref: 2dcaa02934f1494ab1545b605fe2471b
Full Job Description
- To ensure that all operational delivery tasks are completed to customer service level agreements and constantly seek ways to improve the service to the customer.
- In depth understanding of the services we are contracted to provide support on the contract deliverables.
- To carry out work in relevant incident and service request queues to ensure that they are being acted on in line with client service level agreements
- To adhere to technical and quality standards for all team activities including client specific change control procedures
- Pro-actively progress issues and problems identified to ensure that resolution is both timely and that 'On Line' service start times are not adversely impacted and ensure that all out of line operational issues are escalated in accordance with the appropriate escalation procedures
- Liaise with the appropriate Client Services Manager to ensure issues and problems that require "recovery action are taken appropriately.
- Working with the client teams on continuous service improvement plans.
- Work with other support teams to ensure effective and cooperative team working
- Provide Out of Hours cover
- Ensures effective implementation of Company and Business Line policies and procedures
- Be aware of all appropriate Employment, Security and Data protection legislation and adhere to them
- Develop documented "Best Practice procedures within the area of work
- Use of structured and methodical fault identification and isolation techniques
- Understand responsibilities to processes and procedures
- Advocate standardisation and automation.
- Recognise broken process and identify solutions
- Identify improvement opportunities / innovation and allocate appropriate resources to implement change.
- Manage emergency events affecting the service.
- Maintain a healthy and safe working environment.
- Foster open and honest communication
- Participate in regular team and individual meetings
- Be able to articulate business service line in writing and verbally, in formal and informal settings
- The role is hands-on, in support of Cloud based Windows Infrastructure and therefore an ability to work with Windows and Azure is essential
- Must have experience in the following areas :
- Certification in Windows server (MCSA or MCSE and Azure technologies (AZ-104).
- In depth knowledge and problem-solving experience of Windows server 2012 / 16 / 19 technologies
- Expert in on premise Active Directory
- Office365 and On-premises Exchange (Advanced admin)
- Scripting experience (PowerShell, JSON)
- Strong cloud platform management (Azure)
- Knowledge of VMWare
- Commercial knowledge project requirements, estimating and contractual awareness.
- To be able to demonstrate experience in service delivery to clients in full scope of Windows infrastructure.
- Able to produce high quality documentation in an agreed format
- A focussed, results-oriented, flexible individual with a "can-do attitude and a creative flair for proposing original points of view, ideas or solutions based on strong commercial acumen.
- Able to perform under pressure and tight timelines.
- Able to deal with many tasks concurrently.
- Able to prioritise.
- Able to produce high levels of output.
- Willingness to accept responsibility and stand behind decisions taken and agreements made.
- A good team player that can also be trusted to work well independently.
- Ability to handle stressful situations and discussions while still clearly communicating ideas and concepts.
- Integrity
Policy / procedure Implementation
Communication
Business Awareness
Understand service cost drivers and optimise performance to streamline cost base to strive for profitable service delivery
o Virtual Server management throughout lifecycle
o NSG management
o Automation (desirable)
Knowledge of supporting Azure Virtual Desktop
o Certification in AVD (desirable)
Essential Skills & Experience (Non-Technical) Presentation Skills : Individuals must be able to give credible, enthusiastic presentations to customers (possibly international clients).
The ability to modify the approach to suit the audience is critical. Individuals must be confident when presenting to technical audiences of up to 8 people and be able to handle difficult questions and contentious issues diplomatically in a public forum.
Technical Problem Analysis : Individuals must be capable of standing back from the detail of problems and analyse the efficiency and method which they are using to resolve the incident.
He / she must be able to optimise their approach without reducing their momentum or closing areas of investigation.
Report / Proposal Writing : Individuals must be able to write the relevant support section of business proposals for existing and new services based on systems technologies.
The writing style must be clear and articulate, with an ability to explain the intricacies of technical solutions in service delivery terms, suitable for the document's intended audience.
Individuals must also be capable of providing clear and concise service reports that highlight results in a format that enables a document's audience to quickly interpret the information.
Relationship Building : Individuals must be able to develop effective relationships at the correct level of seniority within the customer organisation, across technical, planning, operational, and business disciplines.
Estimating / Forecasting : Individuals must be able to consistently provide accurate forecasts of effort and costs for services delivered by the team.
Interviewing and Selection : Individuals must be able to define the requirements for a job / person specification and understand and apply the principles and techniques of selection interviewing.,