Technical Solutions Engineer

About ClaranetFounded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernization experts, who deliver solutions across 11+ countries.

At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business.

We are agile, focused and experienced in business modernization. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.

In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.

Working for ClaranetHere at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean with). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.

But what we think makes us different is ‘Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organize key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts.

Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organizations, we are dedicated to building a more diverse and inclusive workforce. We are also very proud members of Tech Talent Charter, a government supported, industry-led membership group created to address the UK’s tech talent shortage and diversity gap through collective action.

Our VisionOur vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders.

Position SummaryThe Technical Solutions Cloud Team is responsible for the ongoing operation and in-life change of Claranet customers that require management via code, using an Infrastructure as Code (IaC) framework. This includes the management of technical configuration across IaC customer solutions, as well as the development and implementation of change and governance processes relevant to Claranet customers. In addition, the Technical Solutions Cloud Team will provide troubleshooting and technical triage when any faults across an IaC customer’s solution materialize.Technical Solutions Cloud Engineers are expected to be skilled individuals with broad Cloud technical knowledge and accountable for fault resolution, challenging design and deployment requirements and contribute to strong outcomes and KPI fulfilment across the team.

Role MissionClaranet’s strategy is to build long-term, trusted relationships with its customers by delivering market-leading, integrated managed services. We are seeking a Technical Solutions Cloud Engineer to bolster our ability to deliver a seamless technical experience for our customers and ensuring that IaC support and in-life change are developed and implemented with customer experience at their core.

Objectives and Key ResultsProvide scalable and flexible IaC management focused on in-life fault triage and the design and deployment of in-life change.Risk and impact assessment: Conduct risk assessments and evaluate the potential impact of proposed changes on our customers' IaC infrastructure, services, and overall operations. Develop mitigation strategies to minimize risks and negative impacts.Knowledge sharing and cross-functional collaboration: Collaborate with other departments and team members within Claranet to share knowledge, best practices, and lessons learned from change management initiatives. This promotes a culture of continuous learning and improvement across the organization.Compliance and documentation: Ensure that all IaC activity adheres to our policies, industry best practices, and customer compliance requirements. Maintain comprehensive documentation where required, including approvals, test results, and post-implementation reviews.Ensure in-life KPI’s are delivered in line with customer contractual obligations.

Essential duties and responsibilitiesCode versioning and collaboration : Utilize version control systems (e.g., Git) to manage IaC code, ensuring that changes are tracked, and multiple team members can collaborate efficiently. Help to implement code review processes and maintain documentation to promote best practices and maintainability.Monitoring and observability:

Implement monitoring and observability solutions to track the performance, availability, and health of customer infrastructure. Proactively identify potential issues and optimize resources to ensure optimal performance and uptime.Cost optimization and resource management: Continuously evaluate the resource utilization and costs of customer infrastructure. Identify opportunities for cost optimization, such as rightsizing resources, leveraging reserved instances, or implementing auto-scaling solutions.Incident and problem management: Address incidents and problems related to IaC and customer infrastructure, ensuring a timely resolution and minimizing any negative impact on the client's operations.Cross-functional collaboration and knowledge sharing: Collaborate with other departments and team members within Claranet to share knowledge, best practices, and lessons learned from IaC initiatives. This promotes a culture of continuous learning and improvement across the organization.Customer satisfaction: Ensure high levels of customer satisfaction by meeting client expectations and delivering quality IaC-based cloud management services. Maintain strong relationships with clients by demonstrating a commitment to their success and addressing any concerns promptly.Ensure fulfillment of SLAs and consistent great communications to our customers and colleagues.

Teams to Collaborate WithTechnical Solutions: Change, System, and Engineering

– Work incredibly closely with colleagues in the Technical Solutions department and ensure that outputs delivered across the Claranet portfolio are aligned. Aid in the identification, design and implementation of automation, process improvement and smarter resourcing.Business Development, Customer Growth, Customer Success, Sales Operations & Support

– to ensure that interactions with and offerings to customers across the Customer Experience & Managed Service function reflect the latest Technical Solutions Cloud processes and activity.

Position specificationsBehavioural competencies – organizational and behavioral fit

.Flexible and creativeLearn and adapt quickly to changing situationsSelf-motivated and able to work under pressureThe ability to manage ones’ own time effectively while balancing multiple prioritiesManages conflict and challenges in an open and constructive manner.

Critical competencies – technical fitStrong organizational skills, including the delegation, prioritization and management of multiple tasks simultaneously and effectivelyStrong knowledge and experience relevant to technical code management – Composition, versioning, documentation, approval, deployment and review.Self-motivated and self-starting and an excellent team memberExcellent communication and interpersonal skills, in order to influence and engage stakeholders at all levels, and to synthesize technical change processes into their clear impacts and benefitsTotal 2-3 years of IT ExperienceAble to investigate, gather technical insight and data to resolve complex customer problemsStrong understanding of Cloud concepts, products and services, including:An understanding of AWS services, such as EC2, S3, VPC, RDS, Lambda, and IAM, among others. Familiarity with AWS management tools, best practices, and architectural principles.Terraform experience: Working knowledge of Terraform, including writing and managing Terraform configuration files, working with remote state files, and using Terraform modules.Proficiency with version control systems such as Git, and experience with code collaboration, and maintaining version history.Configuration management: Familiarity with configuration management tools like Ansible, Puppet, or Jenkins, which can be used alongside Terraform to configure and manage infrastructure components.Scripting and programming languages: Proficiency in one or more scripting or programming languages, such as Python, Bash, or PowerShell, for automating tasks, parsing data, or interacting with APIs.Monitoring and observability: Experience with monitoring and observability tools like AWS CloudWatch, Prometheus, or Grafana to track infrastructure performance, availability, and health.Containerization and orchestration: Familiarity with containerization technologies like Docker and orchestration platforms such as Kubernetes or Amazon EKS for deploying and managing containerized applications.Documentation and communication: Proficient in creating clear and concise documentation for IaC implementations and the ability to communicate technical concepts effectively to diverse audiences, including non-technical stakeholders.

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