Senior Technology Operations Specialis at CloudFactory

As a member of the Global IT function, you will act as a key technical resource, working to support the Technology Services function with new and existing technology implementations whilst ensuring the IT Service Delivery function has the required tools and knowledge to provide ongoing support across the wider business.

Due to the broad subject matter, this role requires a high level of aptitude for discovery and development along with a passion for technology. The ability to work collaboratively and think creatively are important aspects of the role. You will be expected to provide technical advice and expertise to your peers and ensure that support handovers are consistent and knowledge transfer is frequent.

Responsibilities

The main duties have been broken down into 3 key areas.

Innovation and Delivery

• Assist as a key technical project resource. Taking a lead from the more senior members of the team, supporting implementations and deployments, providing follow-up support to the Service Delivery Team, and improving knowledge development among your peers through training and documentation.
• Constantly align technology with service requirements. Ensuring to keep up to date with relevant technology developments.
• Advise peers and management on technology options, and work to standardize, review, and constantly the service handover and review process.
• Take responsibility for highlighting and reporting system\service risk. Work with the SecOps function to ensure risks are captured on the risk register and assist in producing solutions to limit risk.
• Maintain a focus on business direction when reviewing solutions and new service requests, ensuring to always understand the need and question the benefit.
• Maintain an awareness of operations across the business to avoid the duplication of systems and processes.
• Work to ensure we maximize the benefit of any service investment by reviewing, improving, and highlighting new usage capabilities.

Knowledge and Consultancy

• Provide subject matter expertise on the systems we use as defined by our Service Inventory.
• Ensure service documentation is completed and updated to a set standard while adhering to any documentation templates.
• As a subject matter expert, you will be required to review current issues and recommend new solutions. It is therefore important to demonstrate a leadership ability to back decisions with research, highlighting any pros and cons and confidently reaching a final recommendation.
• Maintain relevant industry knowledge on the latest trends, technology, etc
• Share knowledge and expertise with your peers, and maintain an open knowledge-sharing approach to reduce information\knowledge dependencies.
• Take a customer-focused approach in working with project teams when solving business problems and implementing new solutions.

Service Delivery and Mentorship

• Act as a Level 3 escalation point to assist the Global IT Service Delivery team when called upon, providing technical expertise and ownership in the diagnosis and resolution of problems.
• Assist in the completion of P1 incident\outage reports, taking ownership for any incident follow-up\remedial actions.
• Follow Internal Change\Problem and Release management processes as required.
• Provide training, ongoing coaching, and support for any new services and features that are introduced into the business to the Global IT Service Delivery team.

Requirements

Technology and Principles

• Strong skills in designing, building, and maintaining cloud applications and infrastructure for the organization. An AWS, Google Cloud or Microsoft Azure background with solid experience in building and maintaining typical business cloud services (i.e. serverless assets, virtual machines, and database services) is desirable.
• Solid networking background, with a good understanding of both physical network infrastructure design, implementation, and maintenance. Background experience in cloud networking and a solid understanding of principles is desirable.
• Good level of knowledge across core technology service components (Security, Infrastructure, Cloud, Virtualization, Databases, Storage). Experienced in designing and building solutions using a typical range of technology services is desirable.
• Good understanding of IT Service Delivery Principles with a working knowledge of ITIL processes.
• Capable of providing ‘hands-on’ service implementation and support as required. This could involve infrastructure installations\maintenance and software deployments.
• Focused on minimizing administrator work and repeating processes through automation or service simplification.
• Good scripting knowledge with an aptitude for basic programming logic (PowerShell, Python) is desirable.

Personal Attributes

• A solid aptitude for research, development, and technical ownership over a given project and task.
• Advanced analytical and structured problem-solving abilities.
• Flexibility/Adaptability: Fast to respond, thinks on feet, track record of adapting, thinking outside the box, open mind to new tools and changing processes
• Ideas generator and innovator: Always asking Why? How?
• Self-starter requiring little supervision to complete tasks independently, curious, self-developer
• Can work across different IT functions and collaborate effectively to achieve set goals\objectives
• Good written and verbal communication skills with a proven ability to write highly technical reports and documentation
• Being able to explain complex issues in simple terms.

Development Path

• Training and certifications will be defined as a core objective for this role. Seminars and opportunities for wide industry exposure will be actively encouraged. As such, a strong desire for development & learning is commended.