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Solution Operations Engineer VMware and NetApp

Posted on Sep 24, 2019 by Alchemy Talent Ltd

London, United Kingdom
Immediate Start
£50k - £50k Annual

Main Technical skills

VMware, ESX, Storage, NetApp, multiple flavours of UNIX/Linux, Windows Server, TCP/IP and General Networking, Load Balancing. ITIL, ISO20000 best practices, working with change/incident/problem management teams, understanding and owning processes Knowledge of ISO 27000 best practices.

Position Overview:

This role would suit a Senior Engineer that wants to move away from being more hands on

The Solution Operations Engineer will:

  • Report to the Team Leader Customer Support for day-to-day activities and reporting
  • Co-ordinate tasks with our clients personnel locally and across Europe as required
  • Manage tasks and escalations to customers partner companies and vendors
  • Work with the Customer Support Teams
  • Support the Project Delivery teams with handover into Customer Operations
  • Work with the Premier Service Manager as required on capacity management and Continuous Service Improvement
  • Work with the Technical Architect to feedback operational lessons learnt and ensure on-going solution improvement
  • Commitment to regular travel activities between the customer site and our clients site

Key Responsibilities:

As a SOE key responsibilities include:

  • Be technical authority for the customer's solution within the Customer Support teams. Identify customers' needs and transport these into our client.
  • Handle technical escalations for customer solution. Take ownership of and resolve accordingly any problems/issues escalated by clients.
  • Provide solution-specific operational support as required
  • Act as our clients technical authority on solution within both customer and our clients Change Approval Boards
  • Take responsibility for capacity reporting and pro-active capacity planning/management. Carry out analysis of performance issues within Customer solutions.
  • Support our customers Problem Management processes as applicable to supported solution. Develop and improve the technical processes.
  • Lead solution-specific Problem
  • Act as Interface between our client and their sister companies within the overall customer project
  • Provide technical validation of project handover into Customer Support
  • Provide technical support during the application load phase of project implementation. Quality Assurance of the implemented services and documentation
  • Ensure deployed monitoring configuration enables solution SLA reporting requirements. Optimize and enhance monitoring where needed and possible
  • Manage the Disaster Recovery process and documentation and support routine testing of DR invocation
  • Own all solution related technical documentation, and update as required
  • Define and manage specific operational processes/housekeeping tasks
  • Attends regular Service Review Meetings
  • Proactive Monitoring of the solutions
  • Identification of potential for further improvements in combination with the analysis and derivation of suitable measures
  • Provide regular input to solution Technical Architect regarding possible improvements and technical issues
  • Facilitate training of the Customer Support teams for the customer solution, as part of a continuous cycle and as key changes are implemented into the solution.
  • Carry out further tasks as required
  • The SOE supports a long-term partnership with the customer. The SOE acts as an essential link between the our client and our customer.

Additional Experience, Skills and Qualifications:

  • Working in line with Best Practice in complex environments and within tight time constraints
  • Management of effective and timely problem resolution
  • Drive and energy to achieve desired results
  • Understanding and managing our customers' expectations
  • The ability to adapt and influence in a rapidly changing environment
  • Excellent prioritisation, time management and communication skills
  • The ability to develop and build relationships.
  • The ability to communicate in a clear, concise, understandable manner and listen attentively to others in providing instructions
  • Strong interpersonal, communication, organisation and follow-through skills
  • The successfully support of complex technical solutions
  • Proactively tackling customer problems
  • Proactively sharing knowledge and information
  • Professional skills in verbal and written English

Reference: 761012336

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