Support Team Lead - Systems Integrator

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

Ready to take the next step in your career?

Join a sovereign cloud and AI platform that combines the openness of public cloud with the security and control of private environments, making the cloud easier to use, faster to deploy, and fairer to pay for. Offering public cloud, private cloud, and high-performance GPU infrastructure with clear, predictable pricing, it helps organisations innovate while keeping control of their data, infrastructure, and spend.

An exciting opportunity has arisen for a Support Team Lead to run the 24/7 technical support function of a fast-growing, UK-founded cloud-native platform provider. The ideal candidate will lead and develop a team of infrastructure support engineers, own service quality and incident response, and build the processes that let support scale alongside the platform.

Responsibilities:

• Lead, coach and develop a 24/7 support team, owning rota design, shift coverage 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 incident management end to end, including communication, post-incident reviews and root cause follow-through
• Define and track support KPIs and SLAs (response times, resolution times, CSAT), reporting progress to senior stakeholders
• Build and maintain runbooks, knowledge base content and escalation processes that reduce repeat issues and improve consistency
• Partner with engineering and product to feed customer insight back into the roadmap and drive automation and tooling improvements
• Recruit, onboard and mentor new engineers, building a strong technical culture and a clear progression framework

Skills/Must have:

• Proven experience in infrastructure support, NOC, systems administration or SRE-adjacent roles, with at least 1 to 2 years leading or mentoring a team (formally or as a senior/shift lead)
• Strong Linux background (administration, troubleshooting, command line) within a hosting, cloud or data centre environment, with solid networking fundamentals (TCP/IP, DNS, HTTP)
• Mature incident management and escalation practice (ITIL-style or SRE-led), rota and shift management, and SLA-driven service delivery
• Credible with both engineers and customers, calm under pressure, strong written and verbal communication, and the confidence to push back, prioritise and make decisions out of hours

Desirable Skills:

• Hands-on exposure to Kubernetes, Docker or other container technologies
• Scripting or Infrastructure as Code (Bash, Python, Terraform, Ansible)
• Experience with monitoring and observability tooling (Prometheus, Grafana, Zabbix or similar)
• Background at a cloud, hosting or managed services provider
• Experience with support tooling and ticketing platforms (Zendesk, Jira Service Management, PagerDuty or similar)
• Linux or Kubernetes certifications (RHCSA, LFCS, CKA/CKAD) or ITIL

Benefits:

• Performance related bonus.

Salary:

• Up To £65k