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CoE Lead Engineer

Job LocationLondon
EducationNot Mentioned
Salary50,000 - 55,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

The CoE Lead for Connectivity and Infrastructure will act as a 3rd line point of escalation relating to operational delivery for their technical specialism.The role is responsible for effective Incident Management and enhanced service stability. They will lead and mentor engineers within the CoE and will be expected to grow a community around a particular area of specialism. The CoE Lead will be focused onadding value to our clients though great communication and facilitate Incident Management processes, they will be expected to react quickly and decisively to minimise downtime and service interruptions to clients. The lead role may have direct reports andas such will be expected to mentor and regularly assess performance in line with strategy. The role requires a hands on problem solver who acts as a subject matter expert relating to their CoE and to any specific products or technologies which fall withintheir remit.This role plays an important part in the technical aspects of the ITIL service delivery. A thorough understanding and experience of Change Management, Service Requests, Event Management and Problem Management is required. The role will also involve continualservice improvement and be expected to contribute to effective incident reviews. The position is responsible for maintaining and developing the technical skills required to provide these services to our customers in accordance with our performance indicatorsand service level agreements.Key Responsibilities Increase first time resolution by troubleshooting, diagnosing or escalating faults using major incident management process and problem management.Manage, investigate and resolve high priority incidents through to resolution and closureCoordination, communication and facilitation of group calls or channels where necessary throughout incidentProvides direction, support and guidance to CoE team as necessary, in line with individuals skills and abilities. Monitors progress against agreed quality and performance criteria, including setting and regularly reviewing performance objective in linewith CXBU strategy. Support both internal and external escalations and able to prioritise in line with product Service Level Agreement (SLA) definitionsA good understanding of root cause analysis techniques and contribute to effective post incident reviewsProvides direction, support and guidance to CoE team as necessary, in line with individuals skills and abilities. Monitors progress against agreed quality and performance criteria, including setting and regularly reviewing performance objective in linewith CXBU strategy.Build the associate CoE membership across the business to identify, coach and technically developed future members of the CoE. Identify problem records to minimise the impact, or potential impact, of repeat incidents. Will be required to be part of CoE on call rota (approx. 1 in 8 weeks), may also be required to work out of normal business hours for client changes.EXPERIENCE Understanding of the ITIL processes Significant experience of working with relevant technology and delivering brilliant technical services including proven working experience in installing, configuring and troubleshooting complex systems and environments.Proven experience of leading a technical team ideally within an MSP environment desirable Experience working in a fast paced managed services environment desirableProven experience in delivering effective communicationSKILLS Strong technical background in Network/Firewalls (Cisco, Juniper, Palo Alto), Infrastructure (Windows server, AD, Exchange,RDS, O365), Database Platform (SQL server), (Citrix, VMware, vSphere) and Cloud (Microsoft Azure) Strong collaborative mind-setRelevant technology certifications: Networks/Firewalls (CCNA, CCNP, JNCA, JNCP, PCNSA), Cloud (MS AZ900, AZ104, MCSE, RHSA, RHCE, VCTA-DCV, VCP DCV), Data Platform (DP900, DP204 DP300) and Agile Workspace (MS900, MS700, ACSS) Quick learner who easily adapts to ambiguous situationsExcellent verbal and written communicationStrong relationship building skills

Keyskills :
Technical ServicesConnectivityPalovSphereCOE

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