AWS Cloud Consultant

About Sapphire Systems:

Sapphire is the largest digital operating transformation provider to the mid-market and mid-enterprise clients. Our mission is to turn operating friction into digital business momentum. Through the passion and expertise of our people, we unlock the cloud-delivered operating platforms, digital user experiences, data analytics, and intelligent automation that transforms our client’s operational performance. We are globally significant partners for SAP, ServiceNow, Automation Anywhere, Infor, Hexagon and AWS, and we have transformed the digital operating capacity, capability, intelligence and resilience of over 1,250 clients in the UK and US through our portfolio of consulting, design, delivery, lifecycle service, and cloud services.

Requirements

Job Summary:

The AWS Cloud Consultant will focus on:

• Service: Meeting Sapphire Anywhere’s service levels on the AWS environment. Sapphire have over thirty customers who use this environment to host SAP Business One, SAP HANA, Info Sun Systems, Infor EAM products, and a range of ancillary services.
• Cost Reduction: The AWS Cloud Consultant will also focus on the total cost of the platform and seek to continually optimise the environment to reduce our AWS costs.
• Automation: In addition, the role will include automation of services such as provisioning, onboarding and application-level workflow.

The individual will be a Customer focused AWS Solution Architect with a background in supporting and optimising a complex AWS environment, working as a member of a second and third line support team. Strong relevant technical capabilities will be critical in identifying solutions as and when they arise.

The role is predominantly shifted within UK working hours (08:00 to 18:00) with no travel expected. However, due to the nature of the services provided, some flexibility around these hours will be required based on global delivery and support requirements.

Duties/Responsibilities: 

• Provide technical support for the AWS environment through telephony, e-mail, and self-service tools.
• Log and update Incidents and Service Requests (within the ticket management tool) with the relevant actions to keeps Customers and others informed of ticket progress.
• Diagnose, troubleshoot, and resolve technical issues which may arise.
• Support onboarding of new customers onto the AWS environment.
• Escalate issues, and involve other consultants when required, in order to resolve issues ASAP.
• Liaise and work with 3rd parties and software suppliers when necessary while setting Customer expectations to ensure Sapphire’s SLAs are met or exceeded.
• Document procedures, knowledge base articles, training manuals in adherence with Sapphire Support processes and templates both internally and Customer facing.
• Ensure operational processes are adhered to including Incident Management, Request Management, Major Incident, Change Management and Problem Management
• Identify potential consultancy and/or training requirements while dealing with the Customer and passing these to appropriate Account Manager(s)
• Deploy and install a variety of applications (both OS and finance related) as per Customer requirements based on the appropriate installation guides.

Required Skills/Abilities:

• Demonstrable troubleshooting skills across the AWS environment.
• Ability to recognise opportunities to reduce AWS costs through optimisation and also through AWS initiatives that might trade flexibility with potential cost savings.
• The role will include some automation activity. This will involve working with and supporting a third-party automation vendor to develop customer-facing automation solutions.
• Able to interface and influence at all levels in an organisation.

• Strong organisational skills with an ability to manage competing Customer demands.
• Excellent written, verbal communication, analytical, presentational and facilitation skills

Capabilities:

Technical Capability:

• Uses technical, job knowledge and experience, incorporating functional skills and broad-based business knowledge, to meet and exceed job requirements and customer expectations.

Personal Effectiveness and Professionalism:

• Maintains a professional attitude and approach to work. Uses initiative and has a proactive approach with a drive to contribute. Focuses on achieving positive results, contributing to team goals and the overall success of the business.