Overview
The role of a 4th Line Cloud Support Engineer involves providing advanced technical support for cloud-related issues, particularly in the Defence and National Security sector. The engineer will engage with a high-profile user community alongside a team of 2nd and 3rd Line engineers, focusing on complex escalations, automation, and resilience design. This position is conducive to professionals looking to deepen their expertise in cloud technologies while collaborating with both customers and stakeholders.
Responsibilities
- Respond to complex escalations from 3rd Line engineers.
- Assist in problem management investigation and root cause analysis.
- Work extensively with VMware products and associated monitoring tools.
- Create opportunities to automate manual tasks for efficiency and reduced downtime.
- Identify single points of failure and design resilience into the service.
- Manage obsolescence across applications and operating systems.
- Collaborate with the Management Team.
- Maintain daily contact with customers and stakeholders through IT Service Management tools.
Requirements
- UK Sole National with active DV Clearance.
- Extensive cloud administration experience with tools such as Broadcom SDDC Manager, vCenter, and ESXi.
- Experience with event management tooling, e.g., SCOM or SolarWinds.
- Strong understanding of Active Directory Domain Services, Windows Server 2019 or newer, and DNS.
- Experience in virtual networking in a cloud-based environment.
- Proven ability to operate in a multi-tenant environment.
- Strong problem-solving skills and technical leadership capabilities.
- Familiarity with ITSM tooling and processes, ITIL processes, and Agile methodologies is desirable.