Job Description

Description

Overview of role

This role exists to ensure the college's Public Cloud services are delivered and maintained to a high standard and in accordance with defined service level agreements. It includes proactive management and maintenance of all aspects of the college's Public Cloud platforms, adoption of new services into production and responding to incidents and service requests. The role also includes continual service improvement ensuring that the college has appropriate and available Public Cloud services to support its ongoing needs.

Accountabilities

Key responsibilities:

Responsible for the successful delivery of Public Cloud services within a service management framework and in line with the agreed college standards and service levels.


Responsible for managing the resolution of major incidents and any escalated issues on the Public Cloud platforms.


Responsible for supporting the delivery of technological change across the Public Cloud platforms.


Responsible for supporting the security, resilience, backup and monitoring of the college Public Cloud platforms.


Responsible for identifying and undertaking service improvements.


Responsible for working closely with the other teams within IT to provide an excellent IT Service.


Responsible for managing and maintaining the college's backup solution.


Working closely with 3rd parties to successfully deliver cloud services.

Key objectives:

To ensure all Public Cloud services including the college's backup solution are maintained to the correct technical and security best practice specifications.


To operate in line with the college IT operating model and values and to promote these within the Cloud team.


Contribute with the design and delivery of updates to the Public Cloud environment.


To drive operational excellence across the Public Cloud services.

Communication & networking:

To operate as a member of the Public Cloud team, representing the team across many forums, both internal and external.


Develop and maintain collaborative and inclusive relationships with peers, key college stakeholders, management, 3rd parties and colleagues.


Utilise effective communication skills within the Public Cloud services team to ensure that objectives, strategies, accountabilities, and objectives are clearly understood.

Decision making, planning & problem solving:

To develop and continually improve the College Public Cloud services.


Ensure the root cause of all Public Cloud P1, P2 and escalated incidents are obtained and actively seek to eliminate such root causes through a practice of continuous improvement.

Architectural and Service delivery:

Adhere to a best practice service management framework.


Ensure that user experience and satisfaction is at the forefront of all activities.


Drive customer satisfaction to over 90% and ensure SLA attainment is consistently above minimum requirements for the Public Cloud services.

Analysis and research:

Keep abreast of changing trends and market developments of current and future technologies.


Identify new cloud technologies that can provide benefit to the college.

Key Skills & Experience Required

(E) - Essential (D) - Desirable



Education to degree standard and/or equivalent qualifications/ experience (D)

Experience in supporting secure cloud solutions based on Microsoft Azure cloud platform. (E)

Experience of migrating existing on premises services to a Microsoft Azure environment (D)

Experience with working with hybrid backup technologies (D)

ITIL Foundation qualification (D)

Experience of working in an Agile environment (D)



Microsoft Certified Azure Administrator Associate (E)

In-depth expertise in Microsoft Azure environments (E)

Demonstrated experience in the deployment, configuration and support of Microsoft Azure based IaaS/PaaS environments (E)

Experience of using Azure DevOps for deployments of code/features (E)

In-depth knowledge of the use of Azure DevOps pipelines to deploy to, and manage various applications and services (D)

Good knowledge of PowerShell scripting, JSON and ARM templating. (E)

Good knowledge of creating and managing YAML deployment pipelines. (D)

Good knowledge of deploying and maintaining IaaS/PaaS ARM Templates in large environments. (E)

Knowledge of Rubrik cloud data management solution (D)

Good knowledge of IT Security protocols, processes, policies and standards (E)

Experience of deploying & maintaining Linux based solutions in a cloud environment (D)

Involvement in implementing IT security policy and standards (D)

Knowledge of IT service management, including change and incident management (E)

Experience of working with enterprise scale applications, infrastructure and software (D)



In-depth understanding of complex technical issues (E)

Well-developed technical skills, with particular emphasis on advanced troubleshooting and technical best practice (E)

Demonstrated flexibility and positive attitude towards implementation of technical services in a fast-paced environment with inherent risks and many stakeholders with differing views of success (E)

Proven ability to manage a set of complex operational services (E)

Ability to identify and manage priorities (E)

Excellent written and oral communication skills (E)

Excellent relationship and interpersonal skills (E)

Ability to articulate ideas to both technical and non-technical audience (E)

Innovative and proactive approach to work (E)

Willingness to update professional knowledge and a commitment to continuous improvement (E)

Good standard server-based skillset (Windows and Linux) (E)

Employee Benefits

Hybrid Working - Minimum of 5 days per month in the office 10% Performance related bonus 30 Days holiday and maximum of 8 public holidays (pro-rata) Sick pay 4 Discretionary Christmas Closure Days Contributory pension scheme Life Assurance cover Service time - 3 Volunteer days per year Free onsite parking & Bike racks Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements) Student Discount (access to Totum, Unidays & Student Beans) CycleScheme TechScheme Opportunities for formal training and professional certification Free access to Linkedin Learning Free access to Future Learn short courses Potential for internal promotion and advancement

Equality, diversity & inclusion

We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed.

This is in line with King's College London (KCL).

About King's Service Centre

King's Service Centre is home to an innovative and forward thinking service team supporting the services of King's College London University.

We've brought highly skilled career opportunities to Cornwall since 2015, through recruiting locally, investing in staff training and development, and Apprenticeships.
King's Service Centre provides first-line support to the 50,000 strong King's College London community of students, academics, researchers and professional staff - 24 hours a day, 7 days a week, 365 days a year.

Support provided includes;Estates & Facilities Service Desk IT Service Desk HR & Payroll Service Desk Residences Service Desk Student Service's Service Desk IT Technical support Business Operations
The roles available at King's Service Centre are varied, from Service Desk Analyst and Business Administrator, to Network Engineer or Project Manager.



For all our roles we are open to discussing the possibility of part time work, reduced hours, hybrid working and flexible start and finish times. Unfortunately, we cannot promise to agree to your original request, but we do promise not to judge you for asking and to consider the possibility.