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Kalibrate Technologies
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Manchester, Greater Manchester
Operations Engineer
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Job Type: Full-time |
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Overview
The role The Operations Engineer is responsible for the support and overall service provision to our customers as well as the operational welfare and deliverables of any hosted environments we provide for them. This role enables and manages the balance of both service delivery with operational standards to ensure we are servicing and meeting the needs of our external customers in both service and operational commitments. In addition to underpinning support they will work on a programme of incremental delivery to provide operational change and improvement to move us to the goals of high rigour, autonomous, protected, monitored and scaled. They help create the processes, solutions and standards to ensure our customers receive a best in class service, reliable and secure systems with first rate customer service, whilst identifying and minimising cost to maximise efficiency and ROI. Principal Accountabilities and Responsibilities Service Delivery 30% Support the Application Success team to make sure that reported issues are resolved within the SLA. Follow approved processes regarding change control and documentation standards. Responsible for planning and executing the Business continuity and disaster recovery Client facing tests. Customer Service 10% Improving relationship management with internal stakeholders across all divisions at Kalibrate Development and maintaining Client and 3rd party relationships for service improvement and assurance. Pro-actively monitoring and analysis of the Client estate to mitigate any service impacting issues. Operations 50% Working closing with internal stakeholders to provide guidance, transfer knowledge and delivery of any project commitments and environments. Performance monitoring and capacity management of all managed and hosted client environments, across all technologies. Responsible for all Infrastructure patching and backup solutions for the cloud estate. Ensuring the core business hours are supported and providing on-call support to ensure the availability of services Security 10% Responsible for the security and protection of the managed and hosted cloud environments Ensure quality and standards are set to protect the production estate. Governance and compliance of network security, data and services are met. Further details Service Proactively managing service to ensure it is balancing customer expectations against services contracted for Set and Manage priorities and alignment of the service with the overall portfolio of demand Develop and maintain relationships with 3rd parties, customers and internal stakeholders Responsible for the delivery of ITIL based framework of support activities, consisting of incident, problem and change management. This includes the coordination of timely technical solutions and responses, including liaising with third-party support; monitoring progress and keeping users appraised of it Working to SLA and OLA measures to ensure the best possible response to stakeholder requests Operations Providing technical operations support to Kalibrate pricing solutions Responsible for the implementation, maintenance and welfare of hosted environments and services, working closely with the internal IT team lead for shared services Responsible for delivering projects to meet our internal strategic objectives Define, deliver and ensure policies are followed with regards to the security of network, data and services. Embed standards and assure the protection of the production estate Required Skills, Qualifications and Experience Essential Experience Support and deployment of Microsoft Azure cloud environments Experience in Server Infrastructure Build and Support Experience of automated deployment of infrastructure Extensive knowledge in networking technologies, switches, router, firewalls Microsoft Windows Server 2008 R2 expert SQL Server 2012 Proficient in remote access VPN and authentication systems Provide systems support and administration of applications, servers and networks, ensuring continuity of internal and customer-servicing systems Perform server patching, maintain backup schedules and run daily checks on server systems infrastructure Participate in the build/deployment of complex server infrastructure solutions, applications and services Ensure business continuity measures are implemented and monitored Virtualisation technologies Knowledge of Anti-virus software deployment Good Knowledge of Linux Attributes Ability to build a deep understanding of the services provided to the customer and the value these services provide to the customer within their business setting The ability to communicate complex information to technical and nontechnical users, including management, is?also essential Solid understanding of software development and maintenance lifecycles Eagerness to make a difference and build a platform that everyone can be proud of Ability to create accurate and appropriate technical design documentation In addition to in-depth knowledge of the?technology being used, engineers need advanced analytical, troubleshooting and design skills. Extensive knowledge of the development process, including specific documentation and quality assurance Performing high-level root-cause analysis for service interruption recovery and creating preventive measures Configuring, debugging and supporting multiple infrastructure platforms Working shift patterns to cover the core business hours Experience of working in ITIL-based support environment