Technical Lead - Cloud

Key purpose:

With the introduction of cloud, namely Azure and AWS, we require an additional technical lead to support our customer services organisation. This technical lead will be split between the Proactive team and our Cloud clients to ensure we meet the contractual requirements. This role is a central point for evaluating, optimizing and standardization of managed Cloud services. It focuses on the enablement of the operational teams to effectively deliver on required service levels and the optimization of the services on a proactive basis.

Resolution of major incidents that are escalated from the operational teams and logging of vendor calls when required. Perform due diligences to ensure services are scoped correctly, risks are highlighted to the business and successfully transitioned to the operational teams. Our clients are becoming highly skilled, this role will close the knowledge gap between our RMS teams and client teams.

Cloud solutions require constant management with architectural updates and changes, security and cost management to name a few, this role will be accountable to set the standards that will be disseminated to the RMS squads.

• Evaluation of Azure & AWS services and ability to align to client specific requirements
• Optimizing of Azure& AWS services and ability to align to client specific requirements
• Perform advanced issue analysis and resolution
• Transition services to operational teams
• Conduct technical assessments and participate in service improvements
• Identify security risk and track until mitigated or resolved
• Conduct evaluations on engineers and make growth and training recommendations
• Create internal knowledge base articles and issue resolution scripts
• Consistently review and improve on the current client deployments to ensure that platforms are aligned to best practice by ensuring quality of the Technical Maturity of the customer environment
• Build support and growth models for the Managed Services engineers to ensure that the tools are correctly used
• Assist with building client solutions and provide input to proposals and designs
• Fulfil the key role of reviewing client solutions and sign off the project to operational handovers
• Responsible for working closely with the account team and client and collaborating with our technical teams, in all lines of business, to determine the appropriate design, and develop the overall implementation solution plan
• Be the cross technical specialist and demonstrate leadership, by being able to understand the technology that is needed to meet the client's business requirements, and articulate this to both technical and business stakeholders
• Manage customer proof of concept initiatives such as ensuring the correct resources are being used, managing the set-up and delivery
• Provide technical guidance to our internal teams and clients in order to successfully produce large customer solution proposals
• Lead the large complex service design with clients and lead the internal service teams to enable business outcome and requirements mapping
• Drives design of the Managed Service offering, interfacing between the platform delivery and platform run teams
• Contributor for vendor management and support the transition to service delivery by providing service architecture (e.g. service management, service consumption, delivery modelling)
• Managed services catalogue by building a model that can be used globally for the monitoring service
• Contribute to the knowledge base of company development and services by sharing best practices with internal teams and clients
• Coach/mentor leadership to engage with other team members and act as advisor and decision maker in service design situations
• Review the client's services requirement landscape and develop a model, detailing the most suitable methods for the delivery and consumption of said service requirements. This is performed in collaboration with a Platform Architect, covering the design part of the platform
• Develop a schedule describing how Dimension Data will drive innovation within the client environment throughout the life of, or at certain points, or with Agile Devops approach in the contract; conducted in strong collaboration with the Platform Architect, covering any development of the platform
• Take the service schedules & SLAs developed through the value proposition development phase, develop them to contract quality and deliver them for inclusion in the schedules of the master services agreement
• Drive validation…