Lead Systems Engineer

Job Title: Lead Systems Engineer (London/UK)

Reports into: Managed Services Manager

Location: Hybrid working – London/Remote

DescriptionWe are looking for an experienced, hands-on Lead Systems Engineer to join our recently established Centralised Services team. The ideal candidate will have experience working for a managed service provider providing proactive support at scale to multiple clients. The successful candidate will be passionate about cloud technology with an eye for detail and a great attitude. We pride ourselves on teamwork with diversity where everyone’s opinions are heard and valued – across all levels of the business. We believe in delivering innovation by approaching situations with a positive and can-do attitude, challenging assumptions and finding the best way to achieve our goals as a team.

Departmental objectives

1. Understand Centralised Services objectives, as well as the role and function of internal team members.
2. Provide training of all Company tools and applications, for staff and customers.
3. Provide accurate reports and metrics to Company management on the status and performance of Company tools and applications.
4. Liaise with Vendors and peers to resolve issues with tools and applications.
5. Proactively maintain and improve Customers’ infrastructure to defined standards.
6. Proactively plan, oversee, coordinate, track and run assigned projects tasks.
7. Provide regular project reviews and reporting to the Managed Services Manager and Operations Director as required.
8. Oversee assigned projects in terms of resourcing, quality, and output to maximize both the time and cost outcomes for the Company.
9. Maintain high positive Customer and user satisfaction for all department deliverables.
10. Conduct thorough checking and self-checking of information and documentation, ensuring all is up to date and compliant with defined standards.
11. Maintain project files and keeping documentation in order.
12. Assist in the training, mentoring and development of technical staff.
13. Liaise with, manage and advise Customers, other consultants, and contractors and attending meetings as required.
14. Perform other appropriate duties and responsibilities as assigned by the Managed Services Manager or Operations Director.
15. Adopt continuous learning and improvement processes in all aspects of the position.

Key accountabilities

1. Leadership, Management and Accountability
2. Oversight and governance of all global systems at technical level
3. Outcome-based reporting on Centralised Services activities and workstreams
4. Project management of Centralised Services projects, including internal stakeholder and engineer management
5. Ensure maximum network security through patching, backup monitoring and management, antivirus review and remediation, etc.
6. Increase standardisation through identification of non-standard environments and support to implement standards
7. Develop and maintain automation routines.
8. Implement, participate and promote Quality Assurance (QA) objectives, processes and procedures of the Company.
9. Maintain up to date version knowledge and certification (where applicable) of Company tools and applications.
10. Tools and application configuration, deployment and maintenance.
11. Delivery of common tasks globally (Cloud Services, Anti-Virus, Anti-Spam, Backup, Applications, Patch Management).
12. Reduce outages and impact on service desk through efficient proactive service delivery.
13. Design and maintain process and procedural documentation of Company tools and applications.

Skills and Experience

1. Organised, enterprise systems administrator, not a firefighter, proactive, diligent, comprehensive engineering, completer-finisher.
2. Project management experience across multiple clients with concurrent requirements.
3. Strong Security and administration tools knowledge: patching, antivirus, backup, vulnerability assessment: monitoring, reporting and remediation.
4. Extensive knowledge of Microsoft’s technology products, including Azure, Microsoft / Office 365, Windows Server, Active Directory and Hyper-V.
5. Automation and scripting experience.
6. Experience working within an ITIL-based Managed Service environment and its core processes such as ticket management and time recording.
7. Able to validate, produce and maintain detailed technical documentation.
8. Solid understanding and application of security controls, policies and technologies at endpoint, server and network level.
9. Strong problem solving skills and ability to overcome complex technical challenges.
10. Excellent communication skills, both written and oral.
11. Able to act as the technical authority within the Managed Services division.

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