Team Description & Purpose of Role

- The TSS UCOMP team is responsible for the 2nd Line Technical Support of customer Managed Hosting solutions and platform on a pan-European footprint. 

- Manages and maintain all Hosting shared platforms supporting customers and the business activity. 

- The team works closely with Service Delivery, Project Management, Engineering and Operations teams to ensure the efficient, cost-effective support and maintenance of high-quality Hosting services to external and internal customers. 

Job Responsibilities

- Level 2 Support of Customer solutions and Shared company platforms

- Manage and Maintain Storage systems (shared and dedicated) 

- Backup management on customer and company platforms

- Manage and maintain Virtual platforms 

- Testing of proposed changes on customer Hosting solutions and subsequent implementation of changes (changes ranging from new servers or services to OS upgrades etc.) in cooperation with Implementation Account Managers and the customer 

- Technical point of contact for Service Delivery, Sales Engineering, Project Management and In-Country Datacentre teams for issues related to Hosting service design, implementation, test and delivery of customer solutions 

- Prompt identification of issues which may impact delivery timescales or quality 

- Pro-active diagnoses and fix of technical issues arising during provision of, and changes to, complex Hosting solutions 

- Pro-active escalation, follow-through and liaison with appropriate departments to resolve technical issues which may impact delivery timescales or quality. Creation of contingency plans to minimise such risks 

- Work in cooperation with other engineering teams deploying and developing new customer and company platforms 

- Production of quality documentation to reflect changes to solutions 

Experience Required

- At least four (4) years experience of deploying, configuring and managing Storage systems 

- Excellent knowledge on storage technologies (NetApp a must, HP and EMC a plus) 

- Previous experience with Disaster Recovery solutions and Metro clusters is a distinctive advantage 

- Excellent backup platforms knowledge (Symantec Netbackup) 

- Excellent virtualisation knowledge (VMware a must, KVM and HyperV a plus), VMware VCP 5 is desired 

- Excellent awareness of Hosting Solution components (Storage, Firewalls, Server Hardware etc.)

- Excellent knowledge of large complex Hosting solutions 

- Experienced with ITIL framework, ITIL certification is a plus 

- General knowledge of telecom and Hosting industry and standards 

- Excellent English language skills a must 

- Previous use of Cramer and Siebel advantageous 

Person Specification

- Professional, structured and proactive approach to projects and customers 

- Positive and approachable team player 

- Self-motivated with good organisational and communication skills 

- Calm and productive under pressure 

- Detail-oriented and organised approach to work 

- Efficient and productive with good time management skills 

- Proven ability to meet internal and external deadlines.