Each Technical Services Lead will be aligned to a specific team which will provide the entirety of the contracted Managed Services to a subset of customers. The role will ensure that an individual provides overall responsibility of all Technical areas, issues and delivers overall Technical Governance for each of those customers.
Technical Oversight of supported customer’s IT environments within your team
Provide overall governance on customer environments ensuring the Technology stacks are working optimally and configured to vendor best practice where possible.
Identify and implement technical solutions via the Change Management process to remediate any issues working alongside your teams Infrastructure Analysts.
Ownership of contracted Technical Disaster Recovery processes and management of scheduled Disaster Recovery tests for contracted customers. Ensure that all associated documentation is kept up to date and that technical recovery steps are valid for any test or invocation.
Review and approval of PSCalcs from Professional Services prior to Proposals being submitted to Customers.
Attend Internal Project Kick Off and where required Customer KO meetings to ensure any Projects are correctly assessed and validated against the customer estate and that all considerations and risks are evaluated to help ensure all Projects are correctly implemented via the Project team. Provide AIS Cards to the project team as a guideline for acceptance.
Once the Project is ready to be signed off you will be required to perform an assessment against the AIS card and feedback to the Project team or to enable sign-off into support.
Provide technical ownership of all Patching against your supported customers working alongside the Infrastructure and EUC Leads and Analysts ensuring that all environments are kept up to date as per customer MSA’s and that any chargeable work is identified and highlighted to the Service Operation Manager and Account Director.
Provide technical ownership of Information Security across your supported customers including Acora’s Security Platform (where applicable), Anti-Virus, DLP and other security related products that form part of your supported customer’s security toolsets.
Ensure all infrastructure assets are recorded in the CMDB and ensuring alignment with the Acora Monitoring Platform.
Skills and Experience
An evident passion for quality customer service.
A good technical background covering a variety of technical workstreams
Excellent written and verbal communication skills and able to communicate to senior internal and external stakeholders.
Able to demonstrate strong organisational skills and the ability to manage ongoing activity across multiple allocated customers within your team.
Manage and prioritise tasks/time efficiently
Able to facilitate, chair and steer internal meetings to achieve the stated objective/decision.
Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines.
ITIL foundation qualification or better.
Experience of managing, measuring and improving service delivery. Able to excel under pressure and meet deadlines.
Demonstrate a creative approach to problem solving and conflict resolution within your team.
For more information about this position, please email email@example.com and include a copy of your CV