Infrastructure Services Technical Engineer (ISTE)
HR departmentMaidenhead, gb sl6 4ubUpdate time: October 27,2020
Job Description
SDL are looking for a highly organised, motivated and articulate individual to drive and take ownership of the existing managed services team located in Maidenhead and Sheffield, UK. This is a newly created role and the successful candidate will be enthusiastic and a highly technical individual with experience in SaaS hosting and team leadership and will fulfil a technically hands on role leading a team of senior and junior engineers who support, administer and develop the geographically distributed hosting environments and applications that SDL offer to its clients as a managed service.
Key Responsibilities:
· Provide strong technology leadership to the managed services engineers across a wide range of virtualization, operating system, storage and network technologies.
· Communicate with SDL internal teams (both in and out of IT) over the phone, e-mail and remote sessions keeping them informed on project status and issues.
· Handling of escalations from around the business relating to tickets, which could be infrastructure or application related and 2nd/3rd line in nature.
· Review and implement process and policy change to scale with the team as the hosting environment grows.
· Ensure and monitor SDL’s adherence to the ISO 27001 IT security standard for which it is certified.
· Distribution of workload across the team and handling of workload priority conflicts.
· Handle staff appraisals as they become due and provide constructive feedback to staff to allow for effective personal development.
· Communicate change across SDL to keep stakeholders informed on the status of IT projects.
· Physical and virtual server & application management/administration.
· Working with the Head of Managed Services on capacity planning and project planning/reporting as needed.
· Monitoring team and hosting environment against defined SLA’s.
· This role may occasionally require you to work from a different SDL office or client site.
Technical Skills & Experience:
General Skills and Candidate profile.
· Excellent verbal and written communication skills in English.
· Experience with working in a commercial IT hosting environment ideally within an organization offering SaaS products.
· Proven track record of leading a technical team.
· A good relationship builder and communicator.
· Highly organized and self-motivating individual.
· Excellent problem solving skills and an eye for detail.
· Experience of working in an ITIL environment desirable.
· Good customer handling and service skills essential.
· Strong forwarder thinker and ability to prioritize.
· Ability to multitask.
Technical Skills and Experience:
You, as the ideal candidate have a good understanding and experience in the below.
· Knowledge of change, asset, configuration management.
· Understanding in what it takes to run an efficient SaaS hosting operation.
· ITIL exposure.
. SCOM Monitoring Processes
· Vmware Vsphere 4.1/5 and VCenter.
· Windows Server 2008/2003
· Active Directory \ Group Policy \ DFS \ DNS \ WSUS
· Large scale storage implementations including fibre channel and iSCSI.
· Good insight into Networking principles: TCP/IP, Routers, Firewalls, Switches, Load Balancers, DNS.
· Understand IT principles and commonly experienced issues.
· Overview of different backup technology including Disaster recovery.
· IaaS/public cloud experience beneficial.
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