Senior Managed Services Engineer

Six Degrees is a leading secure, integrated cloud services provider, where everyone is welcome. We believe success lies in harnessing a truly diverse and inclusive culture.

Our business protects UK organisations with the goal of enabling them to operate effectively and securely in the cloud, by giving them secure platforms to innovate and grow. We support our customers on their digital transformation journey regardless of their maturity. Our vision is to be the UK’s number one provider of secure, integrated cloud services to the small to mid-size market.

The position requires your presence at our datacentre in Studley on a rotational basis of 4 days on and 4 days off, alternating between day and night shifts. Additionally, you will be responsible for overseeing a team of 3-4 Engineers who work on both Connectivity and Server Infrastructure.

This includes working with service transition, problem and change management, automation and continual process improvement. Our Senior Managed Services Engineers act as the point of escalation for the Managed Services Engineers in relation to customer incidents or requests. This role is responsible for leading on the key areas of delivery as directed by the Managed Services Manager, whilst acting as a mentor for the wider team. Key delivery areas include improved patching compliance, improved saturation of Antivirus, Monitoring, Backups, and the reduction of non-value add work.

The role plays an important part in the technical aspects of Incident Management, Service Requests and Problem Management relating to their product specialism as well as being responsible for maintaining and developing the technical skills required to provide these services to our customers in accordance with our performance indicators and service level agreements. Senior Managed Services Engineers are also expected to maintain relationships with engineering teams, and potentially spend up to half their time on engineering activity.

KEY RESPONSIBILITIES

• Ensure a strong focus on the customer and delivery to meet their requirements, resolve issues and provide a professional service to their satisfaction across the shift.

• Manage the workload and productivity of your shift, including Incident, Request, Change and Phone, acting as a point of escalation for the Managed Services Engineers on your shift to ensure Service Level targets are achieved.

• Perform comprehensive handover with oncoming Senior Engineer/shift, including the completion of handover documentation and reassignment of all required activities.

• Manage and update all planned activities from teams Planner Board.

• Ensure appropriate engineer cover for shifts, across Server and Connectivity.

• Maintain good customer engagement as a point of escalation via all means of communication available, including but not limited to email, ServiceNow, phone.

Experience

• Significant experience of working with relevant technology and delivering brilliant technical services including proven working experience in installing, configuring, and troubleshooting complex systems and environments.

• Experience working in a fast-paced managed services environment desirable.

• Experience working as a technical point of escalation/senior Engineer.

• Understanding of the ITIL processes, particularly Change

• Proven experience in delivering effective communication

Strong technical background in at least two of the following:

• Network/Firewalls (Cisco, Juniper, Palo Alto)

• Infrastructure (Windows server, AD, Exchange, RDS, O365)

• Database Platform (SQL server)

• Virtualisation (Citrix, VMware, vSphere)

• Cloud (Microsoft Azure)

Benefits

• Shift Allowance £7,500
• 25 days holiday & your birthday off
• Pension
• Holiday Trading Scheme - Buy/sell a maximum of 4 days leave.
• Employee Referral Scheme - A referral fee for any successful referrals that join Six Degrees.
• Group Life Assurance.
• Private Medical Insurance.
• Employee Assistance Programme.
• Eye Care Vouchers.
• Travel Insurance.
• Health Cash Plan.

Six Degrees is not interested in paying lip-service to diversity and inclusion, just observing our statutory duties. We work to continually re-affirm our commitment to cultivating a workplace and society that embraces and vigorously defends equity, diversity and inclusion. This includes all aspects of recruitment and employment - our recruitment and selection processes are open and fair, and we will always consider any reasonable adjustments or flexible working requirements. We are also an active member of the Employers Network for Equality and Inclusion (ENEI) who support us on this journey.

Our recruitment process:

We don’t like to have lengthy recruitment processes here at Six Degrees as it’s more important for us that you have the opportunity to meet with people you’ll work alongside. We will review all of our applications in detail and our Talent Acquisition team will arrange a telephone or video call if your background and experiences fit what we're looking. All being well, you will be invited to attend a behavioural interview with your line manager and members of the team to talk through your fit for the role in detail and explain more about Six Degrees. Some of our positions are so important to the business that we'll invite you back for a second and final interview, where you’ll be asked to complete a role-specific activity. After your final stage in the assessment process, we will confirm the outcome and hopefully welcome you to the Six Degrees family! Apply today at 6dg.co.uk.