Cloud Services Lead Engineer

4 days ago

newquay, United Kingdom King's Service Centre Full time
Job Description

Overview of Role

The Cloud Services Lead Engineer will play a pivotal role in supporting and leading the day-to-day running and development of King's Service Centre's Research cloud-based services, which are to be delivered to a high standard and in accordance with defined service level agreements.

Key Responsibilities

  • Lead the design, deployment, maintenance, and support of Azure-based research services within a Service Management framework and in line with the agreed university standards and Service Levels.
  • Develop and implement Azure DevOps best practices.
  • Identify, design, and build CI/CD pipelines to improve the efficiency of software delivery for Research-based services.
  • Provide subject matter expert (SME) guidance, technological change, training, and support on Microsoft Cloud technologies, fostering a culture of collaboration, continuous learning, and knowledge sharing within the team.
  • Lead and comply with the security, resilience, backup, and monitoring standards/policies.
  • Represent Research Cloud Services in Change Advisory Board meetings, daily, and weekly Service Review meetings.
  • Identify and undertake Service Improvements.
  • Work closely with other teams within IT to provide an excellent IT Service.

Key Objectives

  • Deliver Research Cloud services in line with the agreed service levels.
  • Ensure all Research Cloud services are maintained to the correct architectural and technical best practice specifications.
  • Be a stakeholder in determining whether a new release, affecting a service in production, is ready for promotion.
  • Contribute to the delivery of updates or solutions to the Research Cloud Services environment.
  • Possess a detailed understanding of all King's College London's Research Cloud services and the associated platforms/infrastructure.
  • Operate in line with the College IT Operating Model and Values and promote these within the Research Platform Services Team.
  • Contribute to the Research Cloud Services service/product roadmap.
  • Assist the Research Cloud Services manager to deliver and prioritize the product backlog for new releases to our customers.
  • Drive operational excellence across Research Cloud Services.

Communication & Networking

  • Develop and maintain collaborative and inclusive relationships with peers, key College stakeholders, management, and colleagues.
  • Develop and maintain good morale within the Research Cloud Services Team.
  • Utilize effective communication skills to ensure that opportunities for service improvement, issues, and impediments to success are clearly understood by the Research Cloud Services Manager.

Decision Making, Planning & Problem Solving

  • Develop and continually improve the college Research Cloud services.
  • Deliver statistical information about Research Cloud services leading to improved services.
  • Ensure the root cause of all Research Cloud services P1, P2, and escalated incidents are obtained for the services you support and actively seek to eliminate such root causes through a practice of continuous improvement.
  • Identify and aid the implementation of service improvements for the Research Cloud services that optimize costs, resources, and service delivered.

Architectural and Service Delivery

  • Adhere to a best practice Service Management and Architectural framework (ITIL).
  • Ensure that user experience and satisfaction are at the forefront of all activities.
  • Drive customer satisfaction to over 90% and ensure SLA attainment is consistently above minimum requirements for the Research Platform services.
  • Identify new Research Cloud service technologies that can provide benefit to the College.

Key Skills and Experience Required

  • Experience of designing, deploying, and maintaining Azure-based services, ideally via Azure DevOps.
  • Proven ability to write technical documentation (High/Low Level Designs, Runbooks, How to Guides).
  • Experience of supporting, maintaining, and developing Windows & Linux OS environments & applications within Azure (i.e. WAMP/LAMP).
  • Experience of maintaining and developing cloud-based solutions adhering to OWASP developer best practices.
  • Experience of the following languages/middleware (Asp.Net, Python, PHP, Apache).
  • Experience of managing SQL (Azure DB, Managed SQL, MS SQL & MySQL) databases.
  • Experience of designing and building solutions to meet customer requirements.
  • Experience of supporting 3rd party applications and maintaining appropriate lifecycle management.
  • Excellent troubleshooting skills and knowledge of problem resolution methodologies.
  • Experience of working with ITIL-based Service processes and functions including Service Desk and Service Process Managers.
  • Experience of working with enterprise-scale applications, infrastructure, and software.
  • Knowledge of IT Security protocols, processes, policies, and standards.
  • Experience of managing small projects.
  • Willingness to update professional knowledge and a commitment to continuous improvement.
  • Ability to identify and manage priorities.
  • Excellent written and oral communication skills.
  • Excellent relationship and interpersonal skills.
  • Demonstrated flexibility and positive attitude towards the support of technical services in a fast-paced environment with inherent risks and several stakeholders with differing views of success.
  • Experience with Microsoft EntraID and associated components such as Group Policy & DNS.
  • Experience in operational IT planning and execution.
  • Experience and knowledge of supporting technical solutions in a complex, multi-stakeholder environment.
  • Good knowledge of industry technical standards.
  • Experience working in an Agile environment to deliver service improvement.
  • Good knowledge of PowerShell scripting, JSON, and ARM templating.
  • Experience of supporting University faculties & schools in all aspects of IT support.
  • AZ 104 Certified.
  • AZ 204/400 Certified.
  • ITIL v3/4 Qualification (Foundation Minimum).
  • Education to degree standard and/or equivalent qualifications/experience.

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