Spidd Africa prides in its uniqueness of being born on Kampala streets. Established in 2001 as SPIDD-COM (U) Ltd, rebranded as SPIDD AFRICA to reflect our evolving business model, we have gradually established ourselves as a reputable end to end systems integrator and partner. At SPIDD AFRICA we create business value from technology innovation whilst taking into consideration the needs of our clients.

What we do:
We offer fully managed IT services and project-based IT solutions such as Network Infrastructure services, Network Security services, App Security services, Artificial, Intelligence, Technology Consulting, Application Services and Managed Cloud services. Spidd Africa’s solutions are complemented with a comprehensive professional service offering, covering consulting, support, and training as well as system integration and customization. Successful implementation in the shortest timeframe is Spidd Africa’s goal for every one of our customers.

Our Culture:
At Spidd Africa, our people shape our business with their dedication and creativity. Our culture is defined by positive, passionate, agile, respectful, and accountable individuals who bring innovation to work and feel empowered to be their best selves and bring that energy forward. As a leading technology company, we know it is vitally important to nurture your creativity, and provide the opportunity to foster your own ideas and have your voice listened to.

Job Description and Profile
The Cloud & Infrastructre Engineer will be fully responsible for both internal and enterprise Support, planning, managing and constantly monitoring reliability, accuracy and efficiency of Spidd’s customer support team with a view to identifying gaps and risks that may affect SLA targets. The overall goal is to deliver innovative types and levels of technical support and customer service while driving costs down and increasing technical support profits. Extend support to the professional service team on;

implementations and support of Server, Storage, Backup, Virtualization, UNIX, Linux, Databases, Network and Security etc.

The engineer will further be responsible for designing, configuring, deploying, and maintaining the IT infrastructure on-premises and or on-cloud (IAAS/PAAS) like virtualization platforms, servers, databases and storage. Moreover, his/her responsibilities include upgrading and improving operating environments, designing high available systems and services to achieve maximum availability for the applications. Furthermore, he/she has leading roles that include cloud architecting, and administration (working with cloud networks). Additionally, he/she is developing and implementing cloud-applications, migrating existing on-premises applications to the cloud, and debug cloud stacks. The role requires OPEX control mindset for Cloud and on premises services.

To be a successful candidate, you should be an inspired and experienced self-starter and be ready to support the sales team. Ultimately, a top-notch Cloud & Infrastructure engineer should be able to lead project implementations for customers as well as knowledge transfer efforts. Additionally, you should love and be inspired by technology.

Key Roles and Responsibilities
• System Design and Implementation:
• Collaborate with clients to understand their IT infrastructure requirements and goals.
• Develop system architecture and design plans.
• Configure and deploy hardware and software solutions.
• Perform system and network infrastructure assessments and provide recommendations for improvements.

Security Assessment and Implementation:
• Conduct security assessments and vulnerability scans.
• Develop security policies, procedures, and best practices.
Implement security solutions, including firewalls, intrusion detection systems, and antivirus software.
• Provide guidance on security compliance and regulatory requirements.

Cybersecurity Awareness and Training:
• Educate clients on cybersecurity best practices.
• Conduct training sessions for client personnel on security awareness.
• Stay updated on emerging threats and security trends.

Support & Administration role:
• Attending to L1/L2/L3 incidents & service requests
• Troubleshoot and resolve IT infrastructure issues.
Plan and execute infrastructure upgrades and changes.
• Develop and maintain a repository of templates, case studies, and other resources to streamline tender responses.
• Participate in presales activities, including product demonstrations and presentations to prospective clients
• Regular supervision and support of installed IT equipment and all attached peripherals to achieve set delivery out puts
• Working with an implementation team in project implementation and deployment, which includes overseeing elements of the project or team when assigned
• Supervising the implementations of Proof of Concepts (POC) in consultation with the Service Delivery and Sales teams
• Technical consultancy and recommendations to the Sales & Service Delivery teams
• Working with the internal support team on any requirements for equipment or systems that need specialization, including implementation and training.
• End User support for contractual customers.
• Participate and provide input for short term and long-term company business plans
• Work closely with all stakeholders to ensure successful execution of designated tasks, in time and within budgets, providing all agreed upon reports in a timely manner.
• Support the Pre-sale and Engagement practices to prepare RFI, RFP, and RFQ documentation.
• Any other duties that may be allocated from time to time by the company.

Training and Certification
• Undergo continuous technical skills update through certification and training are required in the engineer’s training roadmap within timelines set.
• Conducts Specialized Sessions and On the Job Training for the Users, supervisors and Custodians of the IT installations and regularly updates them on the new developments and changes in Technology as applicable to the performance of their jobs.
• Prepare training plan and conduct periodical training for the Internal Technical Staff / Team members, on products and services in the areas of installation, configuration, testing, maintenance, and support to the end user customers.
• Prepare Team building plan for effective communication among the team members and inculcate an efficient work culture.

Leadership and Relationship Roles:
• Maintains contact with key internal stakeholders in matters of Enterprise Systems Support
• Closely liaises with Project Team, technical service teams and business heads
• Delegate’s authority and responsibility with accountability and follow-up
• Demonstrates ability, interacts and cooperates with all within the organization.

Key Performance Indicators
• Incident Resolution Time: Measure the time taken to resolve incidents and service-related issues. KPI target: Prompt resolution within predefined timeframes.
• Continual Learning: Evaluate the consultant’s commitment to staying updated on emerging technologies and industry trends. KPI target: Participation in relevant training and certification programs.
• Project Delivery: Track the successful completion of allocated projects within scope, budget, and schedule. KPI target: On-time and on-budget project delivery.
• Client Satisfaction: Gather feedback from clients regarding the consultant’s performance, responsiveness, and effectiveness in addressing customer concerns.
• KPI target: High client satisfaction scores.

Education and Qualifications
• Qualification: A bachelor’s degree in Computer Science, Engineering, Telecommunications, or any related field
• Experience: must have minimum of 5+ years in a service provider environment
• Excellent knowledge dealing with Linux and fixing Linux (RedHat/Centos)
• Excellent knowledge with virtualization platforms like ESXi /Vmware, KVM, NSX-t, ESXI, Docker and Kubernetes experience.
• Excellent hands-on experience in OpenStack is a plus.
• Excellent hands-on experience in virtualization technologies like vSphere/KVM.
• Excellent hands-on experience NFVi Technologies “storage, networking, computing”.
• Excellent hands-on experience SDN/SDI technologies.
• Certification: Any Professional level certification with renown technology vendors is an added advantage i.e. VMWare Certifications (Data Centre Virtualization, Cloud Management and Automation, Network Virtualization), Microsoft, Cisco, Juniper, AWS, Google, Azure, etc.

Skills
• Ability to measure and analyze key performance indicators.
• Ability to lead and motivate a high-performance Customer support team.
• Excellent communication skills
• Strong organizational skills with a problem-solving attitude
• Willingness to travel as needed.
• Demonstrate competence in working independently as well as part of a team.
• Demonstrate advanced skills in communicating, leading, influencing, building networks and relationships, communicating, coordinating, planning and delivering results.
• Strong foundational knowledge in project management
• Comprehensive business knowledge to create realistic sales projections and objectives for the team.
• Interpersonal skills to liaise with other departments and people within the organization.
• Extensive mentoring and leadership qualities to train and develop Support team members.
• Superior communication skills, including pitches, face-to-face presentations, phone, and email.
• Continuous learning through attending workshops, webinars as well as undertaking certification programs with Spidd’s Technology partners.

Benefits
• Competitive salary package with performance-based incentives.
• Comprehensive health insurance coverage for employees.
• Opportunities for professional development and career advancement.
• Dynamic and collaborative work environment with a diverse team of talented professionals.