Business Support Administrator
Holmes Care Group
Glasgow, Scotland, gb
Reporting into one of our Snr 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