Cloud Operations Lead

Role: Cloud Operations Lead

Location: Cheltenham 

Salary: Competitive salary and package dependent on experience?+ shift work 

Career Level: We are hiring at Specialist level

Please Note: Any offer of employment is subject to satisfactory BPSS and SC security clearance which requires 5 years continuous UK address history (typically including no periods of 30 consecutive days or more spent outside of the UK) and declaration of being a British passport holder with no dual nationalism at the point of application. Note: The above information relates to a specific client requirement

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.?? 

We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too.??? 

“Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEO 

The Accenture secure cloud infrastructure support team are using cutting-edge cloud technologies in an internet-disconnected environment to support Critical National Infrastructure from a secure site in Cheltenham. You would support day-to-day operations and provide first-level infrastructure and platform engineering support to a secure government client.??? 

This team will operate a 24/7/365 rota, and successful candidates will be paid a shift premium for the non-standard unsociable shift hours that will be part of that rota.???We anticipate this to commence within the first 6-12 months of joining.

The first six months of the role may require regular travel to sites in or near London as part of a training and transition programme.

As a Cloud Operations Lead you will be responsible for:  

• Provide frontline support to secure cloud users to troubleshoot and resolve critical technical issues.

• Lead the support engineers during a shift, and be the coordinator and lead contact for any critical escalations with third parties and users.

• Manage tickets that track user queries and requests for support to document effective diagnosis, resolution, or escalation.

• Develop product knowledge in cutting-edge air-gapped cloud technology to support users with how-to questions.

• Support internal reviews to identify and enable opportunities for continuous improvement and reducing toil.

• Follow documented runbooks and procedures for high-priority incident management for potential.

• UK critical workloads, and identify areas for runbook improvement.

• Provide mentoring to junior engineers and supporting a culture of team skills growth.