Cloud and Hosting Engineer Line 3

Department: Customer Operations
Location: Home based, Manchester

The Role

M247 Operations are seeking a highly-skilled 3rd Line Cloud and Hosting engineer.
The Operations organisation is responsible for all support and management of internal & external
customer services while maintaining the Cloud & Hosting platforms.

The scope of the Cloud and Hosting support team is very much focused on supporting our customer base & managing the products they purchase from us, these services include, dedicated servers, shared web hosting and VPS platforms, public and private cloud platforms.

Responsibilities

  • Lifecycle Management to ensure our cloud platforms & services remain operational, efficient and are aligned to product requirements
  • Plan out and implement scheduled maintenance on the various cloud & hosting platforms
  • Support the delivery of KPIs and SLAs to in adherence to customer & platform contracts
  • Provide support & mentoring to junior line 1 & 2 engineers
  • Supporting escalated incidents or service requests when & providing end to end task completion
  • Escalating incidents or service requests when necessary to the appropriate internal or external skill group, ensuring effective handover of diagnostics carried out to date and results
  • Responsible for delivery and managing key projects, customer or platform/services
    based
  • Ensures that delivery and operations are delivered to a best practice / innovative standard utilizing ITIL frameworks
  • Production of low level operational and support documentation
  • Building and maintaining relationships with colleagues, Client contacts, and internal stakeholders e.g. service and project management teams, platform, and infrastructure departments
  • Act as a point of escalation (including OOH) for escalated incidents
  • Participate in the rollout of new products and capabilities – defining and implementing the support requirements and capabilities based on the product definition.

Key Skills

Role Specific Attributes:

  • Minimum 5-year experience in a support or Information Technology role
  • Working knowledge of ISO27001 and security frameworks
  • Strong understanding of cyber-threats
  • Proficiency in scripting or development is a plus
  • Systems admin experience, across Windows, Unix, Linux etc.
  • Experience in managing virtualized environments up to and including OS (Windows/Linux)
  • Working knowledge/experience of Virtualization Hypervisors – vmware, Hyper-V etc.
  • Working knowledge/experience IT and Hosting platform hardening configurations and techniques
  • Working knowledge/experience Layer-2/3 networking
  • Working Knowledge/experience of IT resilience products such as Cohesity and Zerto, Understanding of cloud technology, Public (AWS and Azure), Private (Nutanix, Vmware, Microsoft)
  • Experience with support systems (ServiceNow preferred)
  • Knowledge/working experience in defining and refining monitoring alerts/thresholds and documenting actions based on alert definitions.

 

Personal Skills:

  • Excellent computer skills
  • Excellent analytical and problem-solving skills
  • Excellent written, communication, and documentation skills
  • Strong customer service focus
  • Ability to work under own initiative
  • A commitment to continuous self-improvement, a good communicator that works well with others, striving to provide the best possible service, and act as a trusted adviser to our customers.

Additional Details

All applicants, regardless of gender, ethnic background, sexual orientation, age, religion, socio-economic status, or any other factor will be treated equally and fairly in the application process.

How to Apply:

Please email your CV and cover letter to careers@m247.com

By applying for a role, you are agreeing to our Candidate Privacy Notice, which you can access here.

All applicants, regardless of gender, ethnic background, sexual orientation, age, religion, socio-economic status or any other factor will be treated equally and fairly in the application process.

Sales: 0808 253 6500

Support: 0161 822 2580

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