This infrastructure role has a strong focus on Solution wide Reliability Engineering to a diverse customer base across several sophisticated multi-channel contact centre solutions.
The role is varied from a technology and operational view, but the goals are clear. Ensure maximum availability of applications, infrastructure, and service across the hosted customer estates. This includes arranging and carrying out proactive maintenance, assisting with patching and Golden Releases of software. Monitoring is key, so the role includes monitoring systems and services and filling gaps if any are found by writing/proposing new checks or new tools and ensuring any look for ways for repetitive tasks to be automated, if possible, documented, and standardized.
You will be key in identify trends and being responsible for stopping faults from happening through trend analysis and understanding the impact of the different services across the application suites. Feeding in and keeping the "runbook" up to date to ensure if there is an outage, service is restored as fast as possible through known documented processes.
The Infrastructure Engineer encompasses general support and assistance with delivery, and you will be involved in the postmortem of all hosted customer incidents with a drive to try and move to premortem to stop issues from happening. You will also be involved in improving the platform, which may include ways to automate the builds or repetitive tasks and enhancing processes. We are looking for someone who is proactive and enthusiastic, with a passion to excel in the role.
This is a cross functional dynamic role that requires an individual who can demonstrate proficiency in multiple products and has a keen interest in working on the latest technologies across a varied daily workload.
Performs 2nd – 3rd line technical support, performing analytical, problem solving, research, automation and testing activities to resolve / fulfil requests to meet resolution/workaround targets and maximum availability of environment
Deploys and contributes to the design of automation/repetitive tasks around Sabio’s hosted infrastructure, liaising with deployment leads and through own continual improvement initiatives to maintain and continually improve efficiency, cost effectiveness and customer satisfaction
Planning and completing proactive maintenance, security updates, and release management across Hosted and lab-based systems.
Captures and analyses support requests from customers, colleagues and monitoring tools to accurately define, categorise and prioritise support requests.
Captures all activity as directed by process to measure departmental activity against operational targets.
Maintains a strong level of skills and knowledge through self-development to deliver Sabio’s support services, to remain at the ‘cutting edge’ of technologies currently supported, best practices and new streams of working, and to provide strategic input to support management on the performance of products and services.
Encourage and lead an environment of information learned about new and trending technologies with colleagues either informally or through knowledge transfer sessions
Skills Knowledge and Expertise
Required skills, experience & knowledge
Previous exposure and solid capability in a 2nd and 3rd line Support role within a demanding and customer focused environment (supporting infrastructure / cloud / linux preferred)
Excellent VMware vSphere SDDC deployment and management skills.
vSAN storage deployment and troubleshooting.
Datacenter management, racking, cabling and troubleshooting.
Network (L2 / L3) and Firewall configuration and troubleshooting.
Automation skills (python / puppet / chef / ansible / powershell / terraform / cloudfoundation any preferred).
Active Directory, NTP, DNS and group policy experience.
Excellent technical knowledge and exposure of Windows server Operating Systems (2008, 2012, 2016) and Databases (MSSQL, MySQL).
Experience with Linux system administration (RHEL / CENTOS preferred).
Cloud Knowledge (AWS, Azure or Google preferred).
Experience of OS maintenance cycles (patching / policies / security / hardening) via WSUS / Spacewalk or similar.
Understanding of Security standards and Security concerns / remediation practices.
Desire to be involved in new and emerging technologies
Previous experience in ongoing and proactive maintenance and automation of tasks.
Analytical mindset with logical and methodical approach to problem solving.
Excellent spoken and written English: able to explain issues clearly and in detail to senior external and internal technical resources, and senior external and internal business stakeholders to board level.
Good knowledge and understanding of ITIL specifically availability, capacity, problem, change and incident management processes.
Desirable skills, experience & knowledge
VMware VCP 6 / VCAP 6.
Site Reliability Engineering concepts.
Cisco CCNA / CCNP (or similar data networking certifications and/or experience).
Cisco Catalyst, ASA and Nexus networking equipment
Exposure to Veeam or similar backup solutions.
Exposure to SAN devices and management.
Knowledge of MSSQL database administration / maintenance.
Powershell / PowerCLI scripting for automation.
General Programming concepts and basics CI/CD.
Monitoring Platforms (Nagios, Nectar, Cloud Watch, Grafana).
Virtulisation Technology (XEN, KVM, preferable).
Manage Engine Patch Manager
Developing results and meeting customer expectations
Focused, consistent appreciation for the customer experience; influencing a high standard of quality, process orientation, quality monitoring and a high productivity level.
Enterprising and Performing
Sets and achieves creative ambitious goals to deliver industry leading cloud services for Sabio and applies the same ambitious approach to pursuing self-development.
Supporting and Co-operating
Adapts to delivering performance across a number of team collaborating scenarios, actively contributing and sharing knowledge to achieve the team’s goals.
Analysing and Interpreting
Applies knowledge and technical expertise to solution complex problems in complex environments across all project delivery phases from design to support
Deciding and initiating action
Takes a pragmatic decision-making approach, knowing when to act autonomously and responsibility with own initiative, and when to seek out supporting resources.
Continuous Professional Development is a vital focus of all roles at Sabio
Always seek to identify more innovative ways of working that create increased effectiveness
Challenge standard processes and procedures with the aim to ensure they are as good as they can be
Act as an ambassador of Sabio and its key partners at all times
From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your Manager
At all times you must follow all reasonable and lawful instructions given to you by the Company
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee.
All applicants must have the right to work in the territory to which the role relates (UK & EU).
Sabio Group are unable to offer sponsorship on any roles advertised.
Building brilliant experiences since 1998.
Sabio has shared the same vision of a business from day one: a company built on strong ethics, and dedicated to providing excellent customer experience through innovative technology solutions.