Cloud Services Engineer

Cloud Services Engineer

 This role is working within the cloud Infrastructure Competency Center providing subject matter expertise to the consuming business units to ensure that the cloud platform is correctly utilized and managed for both price and performance and in alignment with cloud strategy

In addition, it is expected that the Cloud Services Engineer will be undertaking and consulting on provisioning activities engaging with the projects to gather the non-functional requirements (NFR).

The Cloud Services Engineer supports business projects in the implementation of their environments and assists in optimizing the end to end engagement model within the wider  ecosystem, developing standards and working practices that assist in the optimization of the overall service proposition.

Furthermore and when necessary, the Cloud Services Engineer will provide reactive operational assistance to support the restoration of ICC managed services that may have failed or seen to be operating sub-optimally.

KEY TASKS & ACCOUNTABILITIES 

Solution Governance

·         Regularly review the platform and recommend improvements, as necessary, to promote optimal use and ensure that the Private Cloud offering is in line with industry best practice

·         Engage with local project teams to support and provide input to the running of services ensuring that the Utility infrastructure is optimized

·         Provide administrative services to the platform, provisioning, patching etc…

·         Review and continually improve the end to end engagement model for cloud services

·         Play an active role in carrying out the dev. ops strategy in line with the optimized use of the cloud technology

Consultancy & Best Practice

·         Provide consultancy support to ICC partners, as appropriate, so as to promote the use of shared resources and common solutions

·         Develop best practice material for regular dissemination within the business

·         Regularly review and propose improvements to operational processes & procedures

Operational Support & Supplier Management

Actively drive service delivery improvements with external partners/suppliers based on project and operational run requirements.

Collaboration

·         Continually promote active collaboration amongst all parties globally. Act as a conduit for new ideas and concepts that could be beneficial to the  businesses

Technicians are responsible for:

·         Enabling and championing an IT service culture.

·         Clearly communicating strategy and services as well as the supplier service portfolio to internal  customers so they understand internal and external service delivery capabilities

·         Sharing customer-related knowledge, formally and informally, to enhance the unit’s and the supplier’s understanding of the customers' businesses and how technology products and services add value from the customer's perspective.

In addition, the following attributes must be instilled and demonstrated by the team:

·         Fairness – all stakeholders, suppliers and internal partners are to be treated in the same consistent manner at all times

·         Proactive – work with stakeholders to make things happen, driving activities to resolution and engaging SI colleagues where needed to deliver the desired result

·         Diligence – ensuring that tasks are completed to the highest standards or quality at all times

·         Collaboration – working with all stakeholders to provide options, drive reuse and sharing and facilitating communications

·         Firmness – knowing when to say ‘no’ to our Customers’ demands when they are out of policy or procedure

·         Openness – respond to challenges from customers and supplier with open and honest answers, provide regular and timely feedback

·         Customer Outcomes & Excellence – above all focus on the effect that all actions have on the end customer

TRAVEL & OTHER REQUIREMENTS

·         Limited travel may be required

QUALIFICATIONS/EXPERIENCE

·         5 years’ experience working in an IT architecture or Platform Engineering role

·         Experience of working with Cloud technologies, Public and or Private

·         Experience in project delivery

·         Experience of working within a large Global or Regional organisation within a multinational company

·         Experience of working within a supplier lead service delivery model

KNOWLEDGE:

·         University degree in Computer Science/System Architectures or equivalent experience

·         Knowledge of project management methodologies e.g. waterfall and scrum / agile

·         Presentation skills

·         Supplier Management skills (ITIL Certification is a plus)

·         Fully proficient in English, both oral and written. Additional language skills are considered a bonus.

·         A good working knowledge of Business lead IT Strategies

·         A good understanding of developing market trends and concepts

TECHNICAL SKILLS

·         Working knowledge of Cloud technologies

·         Structured Analytical skills with the ability to work under pressure

·         Time Management, diligent, proactive working style solution Engineering and system implementation

·         Systems monitoring concepts and tools

·         Load & Performance testing

·         Capacity Management

·         Quality management and process improvement

·         Sound knowledge of Productivity and Reporting toolsets (e.g. Excel, Word, PowerPoint, Visio)