24/7 Cloud Support Team Lead - Linux, Kubernetes & Incidents

Hamilton Barnes; United Kingdom; On-site; GBP 59,000 - 72,000; Full time

Benefits offered by this job

Performance related bonus

Job summary

Hamilton Barnes is seeking a Support Team Lead to manage the 24/7 technical support function for a UK-founded cloud-native platform provider. You will lead a team of engineers, own incident response, and drive improvements in automation, tooling, and processes.

The role partners with engineering and product to feed customer insight back into the roadmap, while coaching and mentoring engineers to foster a strong technical culture and clear progression paths.

Qualifications

• Proven experience in infrastructure support, NOC, systems administration or SRE-adjacent roles with 1–2 years leading or mentoring a team.
• Strong Linux background (administration, troubleshooting, CLI) in hosting, cloud or data centre environments with solid networking fundamentals (TCP/IP, DNS, HTTP).
• Mature incident management and escalation practice (ITIL/SRE), rota/shift management, and SLA-driven service delivery.
• Credible with engineers and customers, calm under pressure, strong written and verbal communication, able to push back and make decisions out of hours.

Responsibilities

• Lead, coach and develop a 24/7 support team, owning rota design and day-to-day performance.
• Act as the senior escalation point for complex Linux, networking, storage and Kubernetes issues, and step in on major incidents.
• Own end-to-end incident management including communication, post-incident reviews and root cause follow-through.
• Define and track support KPIs and SLAs, reporting progress to senior stakeholders.
• Build and maintain runbooks, knowledge base content and escalation processes to reduce repeats.
• Partner with engineering and product to feed customer insight back into the roadmap and drive tooling improvements.
• Recruit, onboard and mentor new engineers, building a strong technical culture and progression framework.

Skills

Infrastructure support

Linux

Incident management

Team leadership

Tools

Prometheus

Grafana

Zabbix

Zendesk

Jira Service Management

PagerDuty

Job description

Hamilton Barnes is seeking a Support Team Lead to manage the 24/7 technical support function for a UK-founded cloud-native platform provider. You will lead a team of engineers, own incident response, and drive improvements in automation, tooling, and processes.

The role partners with engineering and product to feed customer insight back into the roadmap, while coaching and mentoring engineers to foster a strong technical culture and clear progression paths.