Senior Cloud Infrastructure Manager

4 weeks ago

London, Greater London, United Kingdom T-Tech Full time

About T-Tech

T-Tech is a rapidly growing IT consultancy, support, and cloud service provider in the UK. We cater to SMEs in the Accountancy and Professional Services sector.

We understand the importance of delivering exceptional proactive services and responsive support. Our customers rely on us to optimize day-to-day operations and leverage innovation to drive growth.

At T-Tech, we're committed to keeping UK businesses up and running, resolving problems quickly, and providing personal attention when needed.

We offer six areas of service: Business Consultancy; IT Support; Technical Consultancy; Cloud, Networks & Security; Intelligent Automation; and Communications.

Our core values are centered around delivering exceptional customer experiences:

  • Service Centric: We put our customers at the heart of everything we do, ensuring accountability and honoring our commitments.
  • United: We succeed as a team, fostering open communication, respect, and collaboration.
  • High Standards: We take pride in the quality of our work, striving for excellence and continuous improvement.
  • Agile: We anticipate and adapt to new opportunities, managing changing priorities with flexibility and resilience.

Job Summary

As our Senior Cloud Infrastructure Manager, you will be responsible for leading a team of infrastructure engineers who provide support and management of clients' infrastructure environments. You will work closely with clients and our project teams to ensure that all IT infrastructure services are delivered to the highest standards.

This role combines team leadership and individual contribution, requiring you to demonstrate company values, create a culture of ownership, and empower your team members.

Key Responsibilities

  • Team Leadership
    • Support, coach, and hold team members accountable for their KPIs and development goals through regular 1:1 meetings.
    • Lead by example, demonstrating company values and creating a culture of ownership, responsibility, empowerment, and excellence.
    • Run daily huddles and weekly team meetings to ensure team members are well-informed and communicating effectively.
    • Build and improve current processes and procedures.
    • Maintain the skills matrix up-to-date in collaboration with team members and ensure relevant training sessions are scheduled.
  • Process & Problem Management
    • Maintain best practice ITIL processes, suggesting improvements as needed, and ensuring all processes are carried out to ITIL standards.
    • Work closely with Service Desk Team Leads and Service Management teams to ensure problems are handled by the right people with the right skills and resolved in a timely manner.
    • Monitor problem progress, providing customers with feedback and updated information regarding resolution status.
    • Analyze tickets to identify underlying problems and resolve them through the problem management process, involving staff members from other teams as needed.
    • Implement Hand Over to Support notices from project teams, ensuring accurate and full reflection on systems.
  • Problem Resolution
    • Provide Tier 3-4 support for the Service Desk, diagnosing the cause of IT problems escalated by analysts to identify the most appropriate fix.
    • Assess alternatives to resolve problems and deploy the most effective solution.
    • Verify that problems are fully fixed and have no adverse impact on other matters.
    • Identify recurring problems, determine their cause, and implement the correct resolution.
  • Infrastructure
    • Platform – monitor, manage, and improve T-Tech and customer cloud services platforms to meet minimum contracted levels outlined in customer agreements (capacity, consumption, availability, performance).
    • Systems Admin – evaluate, deploy, and manage system management and improvement technologies and processes to drive efficiency and automation in a multi-tenant model.

Requirements

To excel in this role, you should possess:

  • A degree in a relevant subject and at least 1 MCP Server qualification.
  • ITIL 4 Certification.
  • Recent Microsoft (Office 365 and Azure), VMWARE, or other professional certifications showing technical growth and learning.
  • Proven evidence of attending or completing management or leadership courses.
  • A minimum of 5 years working in IT support in a senior capacity, with at least one year working for a service provider.
  • Proven experience of managing infrastructures on premises and cloud.
  • Experience of working in an ITIL environment.
  • Previous experience as a Team Leader in a Managed Service Provider.
  • A track record of leading change and process improvement.

Benefits

You can expect a competitive salary based on your experience and skills (£60,000 - £80,000 per annum) and a range of benefits including:

  • 23 days' annual holiday plus public holidays and your birthday off.
  • A learning environment working alongside experts in the latest technologies.
  • A special focus on training and development.
  • A social committee organizing quarterly social events.
  • A vibrant London office and opportunities for home working.
  • Exceptional career progression opportunities.

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