Team Description & Purpose of Role

The essence of the role: 

This role is to support both operation teams with 3rd level support, as well support Hosting Engineering in VMware and Windows systems projects and platform implementation. 

Whenever needed, maybe required to support the implementation of customer specific solutions, supporting the Service Transition process. 

A good part of the time will be spent providing last level support, but will include as well a fair amount of development and optimization of VMware/Windows systems. 

About the team: 

• The team is based in Prague and Sofia, with multidisciplinary skills. responsible to implement, develop, maintain and expand Managed Hosting and Cloud services infrastructure across all Interoute DCs and Cloud presence around the world; 

• The team is responsible for Configuration Management, Change Management, Capacity Management and Knowledge Management, being a key team defining and documenting standards, release platforms and train operations team and maintain platform running in acceptable levels of performance and capacity; 

• Hosting Engineering owns as well 3rd level support, meaning that are involved in complex Incident Management and are an important team on Problem Management; 

• Multilingual and international in its make up, it is responsible for providing the highest level of support to Interoute’s customers and platforms across a wide geographic footprint (US/EU/North Africa/Middle East) and product types. 

Job Responsibilities

• Act as technical 3rd level escalation point whenever needed for Incident and Problem Management; 

• Create and maintain platform documentation to comply with Interoute ITIL approach and support several certifications Interoute has like ISO 27001, ISO 2000, PCI DSS and BSI; 

• Perform technical audits as required to verify customer and platform standards requirements are met and maintained; 

• Perform on-going performance tuning and resource optimization as required; 

• Applies ITIL methodology to the role and follows best practice standards and processes; 

• Adheres to Interoute security policies and report incidents to the appropriate operations functions; 

• Assists in the Continual Process Improvement (CPI) program as needed; 

• Work on assigned tasks and projects as directed by management. 

Experience Required

• At least 4 years of proven experience deploying, configuring and managing virtual and/or cloud infrastructures; 

• Proven experience in VMware environment is a must; 

• VMware VCP 4/5 is a distinctive advantage; 

• Xen server and/or KVM experience is desirable; 

• Previous experience with cloud management tools like Open Stack/Cloud Platform, Abiquo, Open stack, etc is desirable; 

• Scripting and automation experience is advantageous; 

• At least four 4 years of proven experience deploying, configuring and managing Windows environments, including Active Directory; 

• Excellent awareness of Linux technologies and integration windows AD; 

• Excellent awareness on storage technologies (NetApp in particular) is a plus; 

• Experience with HP blade systems is a plus; 

• Excellent backup platforms awareness (Symantec Netbackup) is a plus; 

• Excellent awareness of Hosting Solution components (Firewalls, Server Hardware etc.); 

• Excellent knowledge of large complex Hosting solutions; 

• Experienced with ITIL framework; 

• General knowledge of telecom and Hosting industry and standards; 

• Previous use of Cramer and Siebel advantageous. 

Person Specification

• Self-Motivated

• Team player

• Drive projects and manage resources

• Ability to motivate others

• Creating a Motivational Environment 

• Ability to delegate 

• Giving and Receiving feedback 

• Transactional Analysis 

• Conducting a Meeting 

• Understand Business requirement

• Support Senior management with management tasks whenever required