Reporting into one of our Senior Managers (Hybrid Cloud), you will be responsible for leading a close-knit team of private cloud engineers who support and manage varied technologies including VMware, UCS & Netapp plus others, within our customer base. Also ensuring a smooth transition into service for new customers once handed over from our delivery teams.
As a leadership figure for the team, you will set the standard of how the team will work, ensuring that engineers follow the infrastructure “What is Good” policies set out in the support hand book, ensure tickets tasks and queries are delt with quickly and to a high standard, completing regular QA on engineers. Being a leadership figure in the team you will be a role model helping ensure good practice and standards are always followed and play a part in developing the individual engineers.
What will I be doing?
- Managing team SLA’s, KPI’s, CSAT, Ticket allocation
- Understand, maintain and deliver relevant training to engineers regarding the current service desk procedures.
- Ensure all engineers have regular structured 121 sessions each month.
- Training and Development of respective Engineers in line with ANS Service Offerings.
- Ownership of Performance & Development Reviews (PDRs) for respective Engineers.
- Soley owning team customer facing escalations.
- Hold daily, structured squad stand ups.
- Plan & manage squad resource (collaborating with peers)
- Work closely with peers around all aspects of continuous service improvement, contributing where required.
- Requirement to be On call (via rota)
What soft and transferable skills will I bring?
- Ability to work in highly pressure environment
- Thirst for technical knowledge
- Excellent problem-solving abilities and tenacity
- A Passion for providing outstanding customer support via phone call and ticketing systems
- Quality time management and organisation skills
- A highly motivated and hardworking attitude
- A team player attitude with the willingness to help others
What will I bring to the role?
- Ability to lead people, embrace the company values and demonstrate a role model persona while being able to train & support Infrastructure engineers.
- Previous experience as an infrastructure engineer working in a large scale enterprise or multi-tenant environment.
- Team leader experience ideally within an Infrastructure team or service desk environment.
- Strong drive for customer care
- Proven technical ability and troubleshooting skills.
What is needed to do the role?
Essential
- Experience with VMware 7.0+
- Operational experience of UCS & Netapp
Desirable
- Experience with Commvault
- Experience with Veeam.
- Scripting abilities in Powershell and PowerCLI
- Experience with other storage Technologies (HPE 3PAR, Nimble, Dell Compellent)
- Experience with FC storage networking
- Experience with infrastructure monitoring platforms
- Experience leading large scale projects is desireable
- Ability to produce and maintain Low Level Design Documentation
- PubSec clearance
- NPPV3 clearance
Why work for ANS?
At ANS, we’ve created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative – and we do it like no other. We invest in our people. In training, development, health and more – we give you the benefits and flexibility to maintain a happy work-life balance.
We’re proud of the inclusive, fun, dynamic environment we’ve created. It’s a safe space that works for all. You don’t have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at LinkedIn pages.
What’s in it for you?
With fantastic benefits, an inclusive culture, and a cool office space, we’re your kind of workplace.
Company benefits
- As standard: 25 days’ holiday, plus you can buy up to 5 more days
- A little extra: we’ll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days’ additional holiday in the year you get married. Oh, and 5 volunteer days!
- Private health insurance
- Pension contribution match and 4 x life assurance
- Flexible working and work from anywhere for up to 30 days per year (some exceptions)
- Maternity: 16 weeks’ full pay, Paternity: 3 weeks’ full pay, Adoption: 16 weeks’ full pay
- Company social events – get ready for a jam-packed calendar
- Electric car scheme
- 12 days of personal growth development time
ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly, regardless of age, disability, gender reassignment, gender expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.
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What We Do
We are ANS. We’re a strong team of straight-talking tech and business experts. Our mission is to make digital transformation accessible to all. We make enterprise-grade technology, knowledge and processes accessible and affordable for all companies, large or small, no matter the size of their budget. We hack the tech adoption curve, bringing technology usually reserved for large corporates first, to small and medium organisations too. We’re on a mission to help companies Think Bigger. We’re trusted by our customers because we help them achieve their goals. Be it a digital transformation project for a 2000-person government body or helping a 10-person labels maker take their business online. Our people are the lifeblood of our business. They dream up solutions that have never been delivered before. They dare to tackle problems no one else can. Every day they wake up and challenge the status quo. It’s no wonder we’ve been hailed the mavericks of the tech industry.
