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The role holder is a 2nd Line IT Cloud & Infrastructure engineer, providing support and delivery of infrastructure in Enterprise Managed Services (EMS). They should be an innovative, engaging, driven individual who has a proven record of achievement and experience in collaborating across teams of highly skilled technical experts.
Job Responsibility:
Delivering successful technical resolutions to complex customer issues escalated by 2nd line support teams within agreed Service Level Agreements (SLA)
Problem solving and application of technical knowledge to unknown issues
Planning of complex change with first time successful delivery to ensure sustained service across wide ranges of products and solutions
Share technical knowledge across BMS through Continuous Improvement processes and coaching
Provide support to Service Design / Introduction for existing and new contracts
Keep abreast of changes to existing, emerging and new technologies to meet business and customer objectives
Implementing solutions in a timely manner to ensure service level agreements are met (typically 2 hours)
Engage and escalate complex issues with 3rd party vendors for advanced troubleshooting and problem management
Driving own development plan to maintain skill set and knowledge of BT products and solutions
Participate and contribute to continuous improvement and coaching within the team
Management of workload and delivery to meet key performance indicators
Complex decision making to balance customer and business need
Available when required to work out of hours either on an overtime or on-call basis
Requirements:
Proven experience of technically supporting live operations in a managed services environment
In depth knowledge of managed customer solutions
Engagement with 3rd party vendors in advanced troubleshooting and problem solving
Detailed understanding of emerging technologies across the managed services portfolio
Working in an environment that adheres to ITIL best practices (ITIL4 foundation advantageous)
Certifications such as RHCE, LFCS, or Linux+ preferred
Certificate Services
Automation Technologies e.g. Ansible, Puppet, Chef
Linux OS internals, networking, and storage concepts and backup
VMware, KVM
Troubleshoot and resolve advanced issues related to kernel, networking, storage, and performance tuning
patching, upgrades, and security hardening of Linux systems
Able to attain Security Clearance
Nice to have:
Anti-malware: Web & email filtering and anti-virus protection
AOVPN, DirectAccess
Citrix Virtual Desktop and Apps (Latest) including NetScaler ADC
SAN Technologies: NetApp, HP 3PAR, Dell PowerStore and Metro Node