Managed Cloud Technical Team Leader

Getronics Services UK Limited
Up to £40,000 dependant upon experience
17 Oct 2016
16 Nov 2016
Contract Type
An exciting opportunity to join our team within a growing ICT Services company with a global portfolio, as an Onsite Support Technician in our UK Operations team.

The Getronics family is an ICT Services group consisting of the Getronics and Connectis brands and is owned by the AURELIUS Group, a holding company headquartered in Munich, Germany. With an extensive history that extends over 125 years, the Getronics family has nearly 6,500 employees in 22 countries across Europe, Asia Pacific & Latin America, and has a complete portfolio of integrated ICT services for the large enterprise and public sector markets. This includes Workspace, Applications, Unified Communications, Data Centre, Cloud, Consulting, Partner Technology, Managed Services and Security.

Getronics is a leading member in the Global Workspace Alliance, a unique model that provides customers with a consistent IT service throughout the world, with one single point of contact and billing entity, delivering services to over 90 countries. The GWA is ranked number 3 globally according to OVUM's Managed/Maintained End-user Devices with a total of 7.4M assets.

Getronics support its employees to become experts in their field though development by an in house University and an internal recruitment programme.

Team Purpose:

Infrastructure Services are responsible for delivering IT Managed Services to a number of Getronics customers either on the clients own infrastructure, Getronics Cloud Services or other public Cloud Services (Windows Azure, Amazon Web Service etc.).

The Managed Cloud Team are responsible for "business as usual" support for the Storage, Compute and Backup Infrastructure which forms Getronics own hosted Cloud Services, providing IAAS and WAAS platforms. The team will also be involved in On-Boarding and Service Introduction of new services/clients and will also provide project/pre-sales support when possible.

Role Purpose:

The Managed Cloud Technical Team Leader will manage the day to day service delivery of the Managed Cloud Storage, Compute and Backup platform in line with contractual requirements. They will report into the Storage Technical Manager, and will be responsible for the day to day workload of a small team. They will also be expected to be "hands-on" approximately 70% of the time.

Interaction with other IT Infrastructure Teams, Service Delivery Teams, IT directors and architects/sales personnel should be expected, along with liaison with 3rd party suppliers.


Provide BAU Support on the Managed Cloud platform. This will include, but not be exclusive to:-

- Resolution of incidents escalated to the 3rd line Managed Cloud Team, ensuring Service Level Agreements are achieved
- Regular Housekeeping checks to ensure the platform is running smoothly on a day to day basis (e.g. Backup checks and reporting)
- Ensuring the platform is up to date in line with vendor requirements, e.g. firmware/software updates.
- Capacity Management of the platform.
- Carry out and assist with Monthly Reporting, for example consumption reports.
- Creating and updating operational documentation on the platform.
- Ensuring efficient Monitoring is in place to give early warnings of failures so that they can be prevented.

Working with the Storage Technical Manager, ensure that appropriate ITIL based processes are being operated effectively.

Act as the first escalation point in the event of a service or process issues relating to the Managed Cloud platform.

Participation in the team's out of hours on-call support rota. The Service Manager will also be responsible for ensuring the rota is covered by one person in the team at all times of the year

Identify perceived risks for supported services; develop solutions to mitigate

Participate in the planning, delivery and service acceptance of new services/customers into the Managed Cloud Platform

Work with and assist the Managed Cloud consultants with the road map of the platform

Involvement in long term and short terms projects as agreed with the Storage Technical Manager when required.

Adhere to Programme and Project Management best practices.

Support the IS Department in cost reduction as required to ensure the operation recovers its costs.

Participation on Service Improvement Programme and recommendations

The role does not have any direct line management responsibilities, but they will be expected to contribute to the annual performance management reviews of the Managed Cloud team members.

- Responsible for identifying the team's technical training (including their own) in line with the requirements of the platform.


Minimum of 5 years of operational service delivery or equivalent experience

Minimum of 2 years team leading experience

Hands on technical experience of the following technologies: -

- EMC VCE Vblock
- VMWare
- vCloud Director
- NetBackup
- Avamar
- Zerto (Desirable)
- Cisco UCS and UIMP (desirable).

An understanding and experience of implementing IT services

Good commercial awareness

Experience of discussing requirements, planning work and setting expectations

A good understanding of business process and systems integration

Exposure to multiple technologies and processing environments

Experience of managing deliveries from 3rd parties and off shore providers

Awareness and experience of any structured Project Management methodology

ITIL v3 Foundation level accreditation

Experience with working in an environment delivering a high number of changes


On offer is an attractive basic salary, plus on-call and overtime payments, together with an excellent benefits package, including 25 days holiday, with the option to buy / sell 5 days, private medical cover after 1 years' service (partner and family cover available), company pension scheme - up to 4% matched contribution, 4 x death in service, Flexible benefits including dental, travel and critical illness, childcare vouchers, etc.

To apply for this fantastic opportunity click the 'Apply Now' button and a member of our team will be in touch soon. (If you have not heard from us in 10 working days, please assume your application has not been successful).

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