CBSbutler Holdings Limited trading as CBSbutler
Newcastle Upon Tyne, Tyne And Wear
Service Manager + Location: Newcastle + Working Module: Hybrid + Salary: 40,000 - 50,000 Per Annum + Must hold Right to work The Role: The Service Manager will report directly to the Senior Service Manager and form part of our NOC team in Newcastle, this role is pivotal in providing customer support to our clients. Key Responsibilities and Duties: This role will lead Operational Customer Service Management, providing ITIL standard incident, problem and change management support for all customers. Incident Management - Help manage major/complex incidents where required through to resolution/service restoration by collaborating internally with Ops, Engineering, NOC and Technical support and externally with carriers & partner vendors/suppliers. Manage customer escalations (Subsea and terrestrial),'trouble to resolve' process including field technicians in-line with iNOC. Service Reviews - Conduct monthly/Quarterly reviews with clients discussing operational service and any queries/complaints they may have. Help to produce data analytical reports based on common trends for customers. This will include Service Availability reports, SLA's , Ticket Volume, Change performance. Problem Management - Drive Root Cause Analysis (RCA) and eradication planning across incidents to ensure performance improvement is delivered, ticket resolution within SLA and clear understanding of the root causes of the problems. Change Management - Co-ordination and reporting of all changes. Weekly/Monthly reviews of changes past/future, reporting on change statistics and performance. Vendor management - Coordination collaborating with Tier 3 Operations when troubleshooting and planning network upgrades/delivery roadmaps. Process Design - Design, enhance and implement processes within the NOC. Ensuring the process delivers an optimal experience for our NOC engineers and achieves the outcome effectively. Identify and improve efficiency in current processes internally. Ensuring all KPIs and SLAs are met for service and network availability. Follow up with vendor or network provider for full RFO, lessons learned, and optimised process or configuration where required. Internal communications as appropriate of service impacting incidents / escalations. Continuous improvement operational performance ethos. Drive and deliver positive trends to reduce incident volumes, increase network availability, eradicate repeat incidents and decrease incident durations. Travel and training may be required from time to time across various sites. Key Skills and Competencies: 5-10 years experience managing Incident, Problem and Change activities & processes. Network and/or Facility management experience beneficial. Previous Vendor and Carrier management experience. Ability to build effective working relationships with all levels of the business and across all functions Strong ITIL background throughout Incident, Problem, Change and Configuration management processes. Ability to work in a fast paced environment, managing several tasks and projects concurrently. Strong Systems background across, ticketing, monitoring, reporting and administration. Reporting skills and experience, Excel or other tools/systems. Previous Network , Telco, Subsea experience a distinct advantage
Mar 28, 2024
Full time
Service Manager + Location: Newcastle + Working Module: Hybrid + Salary: 40,000 - 50,000 Per Annum + Must hold Right to work The Role: The Service Manager will report directly to the Senior Service Manager and form part of our NOC team in Newcastle, this role is pivotal in providing customer support to our clients. Key Responsibilities and Duties: This role will lead Operational Customer Service Management, providing ITIL standard incident, problem and change management support for all customers. Incident Management - Help manage major/complex incidents where required through to resolution/service restoration by collaborating internally with Ops, Engineering, NOC and Technical support and externally with carriers & partner vendors/suppliers. Manage customer escalations (Subsea and terrestrial),'trouble to resolve' process including field technicians in-line with iNOC. Service Reviews - Conduct monthly/Quarterly reviews with clients discussing operational service and any queries/complaints they may have. Help to produce data analytical reports based on common trends for customers. This will include Service Availability reports, SLA's , Ticket Volume, Change performance. Problem Management - Drive Root Cause Analysis (RCA) and eradication planning across incidents to ensure performance improvement is delivered, ticket resolution within SLA and clear understanding of the root causes of the problems. Change Management - Co-ordination and reporting of all changes. Weekly/Monthly reviews of changes past/future, reporting on change statistics and performance. Vendor management - Coordination collaborating with Tier 3 Operations when troubleshooting and planning network upgrades/delivery roadmaps. Process Design - Design, enhance and implement processes within the NOC. Ensuring the process delivers an optimal experience for our NOC engineers and achieves the outcome effectively. Identify and improve efficiency in current processes internally. Ensuring all KPIs and SLAs are met for service and network availability. Follow up with vendor or network provider for full RFO, lessons learned, and optimised process or configuration where required. Internal communications as appropriate of service impacting incidents / escalations. Continuous improvement operational performance ethos. Drive and deliver positive trends to reduce incident volumes, increase network availability, eradicate repeat incidents and decrease incident durations. Travel and training may be required from time to time across various sites. Key Skills and Competencies: 5-10 years experience managing Incident, Problem and Change activities & processes. Network and/or Facility management experience beneficial. Previous Vendor and Carrier management experience. Ability to build effective working relationships with all levels of the business and across all functions Strong ITIL background throughout Incident, Problem, Change and Configuration management processes. Ability to work in a fast paced environment, managing several tasks and projects concurrently. Strong Systems background across, ticketing, monitoring, reporting and administration. Reporting skills and experience, Excel or other tools/systems. Previous Network , Telco, Subsea experience a distinct advantage
Role: Head of Enterprise Managed Services (Full-time) Location: Whiteley, Hampshire / Hybrid (4 days at the office) Salary: £60,000 - £70,000 per annum Fantastic Hours: Mon - Fri, 8:30am 5.30pm The task at hand: We are looking for an established Head of Enterprise Managed Services who will play a pivotal role in ensuring high-quality technical support is provided to our customers, taking strategic and leadership responsibility for our 24x7 T1 and T2 teams and owning our Incident and Problem Management functions (to include out of hours and duty manager resource planning). Managing the lifecycle of all identified problems to ensure they have the appropriate focus within the business will be crucial. As Head of Enterprise Managed Services you will be working closely with multiple teams within Onecom to align on the service we provide to our customers, ensuring a seamless end-to-end journey. The Head of Enterprise Managed Services builds working relationships with both colleagues and customers, in turn supporting the company s commitment to achieving high standards of customer satisfaction and service quality. You will be working in a supportive, fast paced environment. The role involves a huge breadth and variety of duties including: - Responsible for the 24x7 Managed Service Desk team, providing leadership, direction and guidance, motivation and support, clear objectives, personal development and meaningful feedback on their performance and addressing underperformance promptly - Proactively manage our service boards to ensure that workflow is being prioritised and in line with our customer s SLAs, organising resource to ensure that requirements can be met to a high standard - Own the technical support, out of hours and duty manager rota - Engage with customers and suppliers to review the delivery of support, suggesting ways to continually improve internal processes and procedures with a view to enhancing operational efficiency and improve overall customer experience - Engage with business transformation activities which will impact Technical Support and Customer Experience, ensuring that the Managed Service Desk is prepared to provide support for new products, suppliers and/or customers - Acting as an escalation point for high priority incidents - Working closely with customers, internal support teams and vendors to manage high priority incidents through to resolution - Host major incident conference bridges, ensuring all conversations are documented - Manage high priority communication bulletins to customers and internal stakeholders - Own the Incident and Problem Management Processes, ensuring there is a minimum of an annual review to ensure all process steps are kept up to date - Work closely with the Service Delivery and Support functions to ensure a consistent approach is adopted for all activities undertaken - Continually seek opportunities for service improvements and operating efficiencies to be implemented. - Provide coaching, guidance and support of the Incident and Problem Management process to ensure it delivers against the expectations of the customers and the business You'll be great in this role if: You have proven experience of working in a 24x7, SLA driven Managed Service Desk environment (essential) You are customer and service focused You are prepared to go the extra mile to resolve customer issues to their satisfaction without compromise, you will do this by implementing effective listening with the ability to diagnose a customer s problem and find an appropriate solution You are highly responsive and have a strong sense of urgency and commitment to follow tasks through to the end You have a technical understanding of telephony, cloud and connectivity solutions (desirable) You have a strong understanding of ITIL (desirable) You re an inspirational leader who demonstrates success and promotes team responsibility You have strong people management skills and can drive a team to ensure they contribute to delivering first class technical support You're able to lead and manage multi-disciplined staff and can support, train and identify development needs You're a performance manager understanding performance drivers, promoting self-management and utilising effective coaching skills You're confident with change management, working through an environment of change and effectively leading a team through transitions beyond their control You possess excellent decision-making skills, taking ownership and responsibility You have a high level of commercial awareness You're an excellent communicator with the ability to support and motivate staff Onecom Perks and Benefits: Agile working: Enabling our people to work where they work best, using our Agile Working Policy Holidays: 25 days holiday plus bank holidays and the option to Buy/Sell 5 days a year Birthday Break: Day off for your birthday, during your birthday month MyTime: 12 paid hours a year to use for early finishes, appointments, or longer lunch breaks Electric Car Scheme: Purchase a brand-new electric car through our EV Scheme Wellbeing: Discounted Gym membership, free online workouts, subsidised Fitbit, Cycle to work scheme, Free breakfast & fresh fruit in our offices, Eye-care vouchers, Financial Wellbeing support Pension: We offer 9% combined pension contribution Lifestyle: 4 x Salary life assurance, Employee Assistance Programme, 24/7 access to Mental Health support Parental Leave: Enhanced Parental Leave policy (based on length of service), whether you or your partner are giving birth, going through surrogacy or adoption Rewards: Quarterly employee reward programme and annual awards Referral Incentive: You ll receive a bonus for each successful friend or family member you refer Socials: Work hard and play hard with our all-expenses paid company events and parties Foundation: Get involved in fundraising activities and events for our Charity partners Academy: Limitless professional development with access to our in-house training academy
Mar 28, 2024
Full time
Role: Head of Enterprise Managed Services (Full-time) Location: Whiteley, Hampshire / Hybrid (4 days at the office) Salary: £60,000 - £70,000 per annum Fantastic Hours: Mon - Fri, 8:30am 5.30pm The task at hand: We are looking for an established Head of Enterprise Managed Services who will play a pivotal role in ensuring high-quality technical support is provided to our customers, taking strategic and leadership responsibility for our 24x7 T1 and T2 teams and owning our Incident and Problem Management functions (to include out of hours and duty manager resource planning). Managing the lifecycle of all identified problems to ensure they have the appropriate focus within the business will be crucial. As Head of Enterprise Managed Services you will be working closely with multiple teams within Onecom to align on the service we provide to our customers, ensuring a seamless end-to-end journey. The Head of Enterprise Managed Services builds working relationships with both colleagues and customers, in turn supporting the company s commitment to achieving high standards of customer satisfaction and service quality. You will be working in a supportive, fast paced environment. The role involves a huge breadth and variety of duties including: - Responsible for the 24x7 Managed Service Desk team, providing leadership, direction and guidance, motivation and support, clear objectives, personal development and meaningful feedback on their performance and addressing underperformance promptly - Proactively manage our service boards to ensure that workflow is being prioritised and in line with our customer s SLAs, organising resource to ensure that requirements can be met to a high standard - Own the technical support, out of hours and duty manager rota - Engage with customers and suppliers to review the delivery of support, suggesting ways to continually improve internal processes and procedures with a view to enhancing operational efficiency and improve overall customer experience - Engage with business transformation activities which will impact Technical Support and Customer Experience, ensuring that the Managed Service Desk is prepared to provide support for new products, suppliers and/or customers - Acting as an escalation point for high priority incidents - Working closely with customers, internal support teams and vendors to manage high priority incidents through to resolution - Host major incident conference bridges, ensuring all conversations are documented - Manage high priority communication bulletins to customers and internal stakeholders - Own the Incident and Problem Management Processes, ensuring there is a minimum of an annual review to ensure all process steps are kept up to date - Work closely with the Service Delivery and Support functions to ensure a consistent approach is adopted for all activities undertaken - Continually seek opportunities for service improvements and operating efficiencies to be implemented. - Provide coaching, guidance and support of the Incident and Problem Management process to ensure it delivers against the expectations of the customers and the business You'll be great in this role if: You have proven experience of working in a 24x7, SLA driven Managed Service Desk environment (essential) You are customer and service focused You are prepared to go the extra mile to resolve customer issues to their satisfaction without compromise, you will do this by implementing effective listening with the ability to diagnose a customer s problem and find an appropriate solution You are highly responsive and have a strong sense of urgency and commitment to follow tasks through to the end You have a technical understanding of telephony, cloud and connectivity solutions (desirable) You have a strong understanding of ITIL (desirable) You re an inspirational leader who demonstrates success and promotes team responsibility You have strong people management skills and can drive a team to ensure they contribute to delivering first class technical support You're able to lead and manage multi-disciplined staff and can support, train and identify development needs You're a performance manager understanding performance drivers, promoting self-management and utilising effective coaching skills You're confident with change management, working through an environment of change and effectively leading a team through transitions beyond their control You possess excellent decision-making skills, taking ownership and responsibility You have a high level of commercial awareness You're an excellent communicator with the ability to support and motivate staff Onecom Perks and Benefits: Agile working: Enabling our people to work where they work best, using our Agile Working Policy Holidays: 25 days holiday plus bank holidays and the option to Buy/Sell 5 days a year Birthday Break: Day off for your birthday, during your birthday month MyTime: 12 paid hours a year to use for early finishes, appointments, or longer lunch breaks Electric Car Scheme: Purchase a brand-new electric car through our EV Scheme Wellbeing: Discounted Gym membership, free online workouts, subsidised Fitbit, Cycle to work scheme, Free breakfast & fresh fruit in our offices, Eye-care vouchers, Financial Wellbeing support Pension: We offer 9% combined pension contribution Lifestyle: 4 x Salary life assurance, Employee Assistance Programme, 24/7 access to Mental Health support Parental Leave: Enhanced Parental Leave policy (based on length of service), whether you or your partner are giving birth, going through surrogacy or adoption Rewards: Quarterly employee reward programme and annual awards Referral Incentive: You ll receive a bonus for each successful friend or family member you refer Socials: Work hard and play hard with our all-expenses paid company events and parties Foundation: Get involved in fundraising activities and events for our Charity partners Academy: Limitless professional development with access to our in-house training academy
Global Technology Solutions Ltd
Corsham, Wiltshire
We have an exciting opportunity for an Incident Manager to join our client on a permanent basis in Corsham. This role is a site based 5 days per week position due to the work being on a secure site. Candidates will need to already hold SC Clearance or have the ability to be put through it, and therefore we are only able to accept British Passport holders for this position. Duel passport holders can unfortunately not be considered. Main Duties * Monitor the progression of incidents, proactively intervening when appropriate to ensure that incidents are progressed through to closure in a timely manner * Quickly assess the severity of an outage in regard to impact and technical complexity * Personally manage and own the progression of P1/major incidents through to remediation stage * Notify, escalate and communicate to our business the existence and status of outages as necessary * Help co-ordinate the investigations and drive incidents to resolution/remediation * Be an advocate of the customer and drive ticket progression to the highest levels of quality * Perform incident trend analysis to identify potential problems * You will work with multiple support teams to ensure SLA compliance for all incidents * Perform both reactive and proactive Problem Management, driving permanent resolution to ensure that tickets are reduced and problems across the estate decrease, driving stability and experience * Perform governance around both the Incident and Problem Management processes Essentials Skills/Experience * Able to demonstrate a proven track record in the effective delivery of Incident Management * Experience with application or infrastructure services * Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences * Strong collaboration skills with an interest to develop a strong network * Ability and aptitude to pick up new technologies or procedures * Good organisational skills and excel at multitasking with the ability to "pick up the pace" during major outages * ITIL Foundation qualified * Experience of leading a Tier 1 service desk for a complex product(s). * Experience of developing knowledge-based article for complex products. * Experience of work with a range of stakeholders and developing ways to enhance end user experiences of a service. "In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full information Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.
Mar 27, 2024
Full time
We have an exciting opportunity for an Incident Manager to join our client on a permanent basis in Corsham. This role is a site based 5 days per week position due to the work being on a secure site. Candidates will need to already hold SC Clearance or have the ability to be put through it, and therefore we are only able to accept British Passport holders for this position. Duel passport holders can unfortunately not be considered. Main Duties * Monitor the progression of incidents, proactively intervening when appropriate to ensure that incidents are progressed through to closure in a timely manner * Quickly assess the severity of an outage in regard to impact and technical complexity * Personally manage and own the progression of P1/major incidents through to remediation stage * Notify, escalate and communicate to our business the existence and status of outages as necessary * Help co-ordinate the investigations and drive incidents to resolution/remediation * Be an advocate of the customer and drive ticket progression to the highest levels of quality * Perform incident trend analysis to identify potential problems * You will work with multiple support teams to ensure SLA compliance for all incidents * Perform both reactive and proactive Problem Management, driving permanent resolution to ensure that tickets are reduced and problems across the estate decrease, driving stability and experience * Perform governance around both the Incident and Problem Management processes Essentials Skills/Experience * Able to demonstrate a proven track record in the effective delivery of Incident Management * Experience with application or infrastructure services * Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences * Strong collaboration skills with an interest to develop a strong network * Ability and aptitude to pick up new technologies or procedures * Good organisational skills and excel at multitasking with the ability to "pick up the pace" during major outages * ITIL Foundation qualified * Experience of leading a Tier 1 service desk for a complex product(s). * Experience of developing knowledge-based article for complex products. * Experience of work with a range of stakeholders and developing ways to enhance end user experiences of a service. "In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full information Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.
Position: Service Desk Manager Location: Hertfordshire Hours: Full-time, 37.5 hours per week, Monday to Friday with one hour unpaid for lunch. Salary : £45,000+ per annum (depending on skills and experience) Benefits: Dedication to advancing professional skills, with generous funding allocated for training and personalized courses. Assistance provided for obtaining pertinent qualifications. 12% employer pension contribution matched against a 5% individual contribution. Group Life Assurance coverage at four times the salary. Enjoy complimentary lunches, additional meals, and refreshments. Access to free campus parking. Complimentary usage of facilities such as Gym, swimming pool etc. Coverage under Group Personal Accident insurance. Employee Assistance Programme available. Pro-rated allocation of 40 days annual leave We are seeking a dynamic and experienced Service Desk Manager to lead our IT support operations for a very prestigious outfit. Located in Hertfordshire, we are dedicated to delivering high-quality IT services and ensuring seamless user experiences across our organization. Role Overview: As the Service Desk Manager, you will be instrumental in driving the efficiency and effectiveness of our IT support function. Your role will involve leading a team of dedicated professionals, implementing ITIL v4 best practices, and continuously improving our service delivery to align with business objectives. Key Responsibilities: Service Desk Operations: Implement ITIL 4 best practices to maintain high-quality service delivery. Develop and enforce service desk policies and procedures to ensure consistent support services. Leadership: Provide strong leadership to the Service Desk team, fostering a culture of collaboration and continuous improvement. Conduct regular performance evaluations, coaching, and training to enhance team skills and competencies. Incident and Problem Management: Lead the Incident Management process to ensure timely resolution and communication of incidents. Drive Problem Management initiatives to identify root causes and prevent recurring issues. Major Incident Management: Establish procedures for handling major incidents, minimizing disruption to operations. Act as the central point of communication during major incidents, ensuring resolution and stakeholder coordination. Service Requests and Reporting: Oversee the handling of service requests, ensuring adherence to SLAs and user satisfaction. Develop and maintain service metrics and reporting mechanisms to track performance against KPIs. Supplier Management and Continual Service Improvement: Manage relationships with external suppliers, ensuring adherence to service agreements. Drive continual service improvement initiatives based on data-driven insights and stakeholder feedback. Must-Haves: Bachelor's degree in computer science, Information Systems, or relevant field. Demonstrable experience in managing an IT service desk or related team. Proficiency in ITIL v4 best practices and Microsoft O365 suite. Experience with IT asset management and ticketing systems. Strong leadership and people management skills. Excellent communication and organizational abilities. Proactive approach and ability to thrive in a fast-paced environment. Join our team and play a pivotal role in shaping our IT support function to drive organizational success. If you're ready to take on this exciting challenge, apply now!
Mar 26, 2024
Full time
Position: Service Desk Manager Location: Hertfordshire Hours: Full-time, 37.5 hours per week, Monday to Friday with one hour unpaid for lunch. Salary : £45,000+ per annum (depending on skills and experience) Benefits: Dedication to advancing professional skills, with generous funding allocated for training and personalized courses. Assistance provided for obtaining pertinent qualifications. 12% employer pension contribution matched against a 5% individual contribution. Group Life Assurance coverage at four times the salary. Enjoy complimentary lunches, additional meals, and refreshments. Access to free campus parking. Complimentary usage of facilities such as Gym, swimming pool etc. Coverage under Group Personal Accident insurance. Employee Assistance Programme available. Pro-rated allocation of 40 days annual leave We are seeking a dynamic and experienced Service Desk Manager to lead our IT support operations for a very prestigious outfit. Located in Hertfordshire, we are dedicated to delivering high-quality IT services and ensuring seamless user experiences across our organization. Role Overview: As the Service Desk Manager, you will be instrumental in driving the efficiency and effectiveness of our IT support function. Your role will involve leading a team of dedicated professionals, implementing ITIL v4 best practices, and continuously improving our service delivery to align with business objectives. Key Responsibilities: Service Desk Operations: Implement ITIL 4 best practices to maintain high-quality service delivery. Develop and enforce service desk policies and procedures to ensure consistent support services. Leadership: Provide strong leadership to the Service Desk team, fostering a culture of collaboration and continuous improvement. Conduct regular performance evaluations, coaching, and training to enhance team skills and competencies. Incident and Problem Management: Lead the Incident Management process to ensure timely resolution and communication of incidents. Drive Problem Management initiatives to identify root causes and prevent recurring issues. Major Incident Management: Establish procedures for handling major incidents, minimizing disruption to operations. Act as the central point of communication during major incidents, ensuring resolution and stakeholder coordination. Service Requests and Reporting: Oversee the handling of service requests, ensuring adherence to SLAs and user satisfaction. Develop and maintain service metrics and reporting mechanisms to track performance against KPIs. Supplier Management and Continual Service Improvement: Manage relationships with external suppliers, ensuring adherence to service agreements. Drive continual service improvement initiatives based on data-driven insights and stakeholder feedback. Must-Haves: Bachelor's degree in computer science, Information Systems, or relevant field. Demonstrable experience in managing an IT service desk or related team. Proficiency in ITIL v4 best practices and Microsoft O365 suite. Experience with IT asset management and ticketing systems. Strong leadership and people management skills. Excellent communication and organizational abilities. Proactive approach and ability to thrive in a fast-paced environment. Join our team and play a pivotal role in shaping our IT support function to drive organizational success. If you're ready to take on this exciting challenge, apply now!
Technical Team Leader Place of work: On-site - Sheffield, UK Duration: Permanent Hours of work: Shift rotation - 2 day shifts from 6am - 6pm + 2 night shifts from 6pm-6am + 4 days off About the Company and the Role: Auxilion is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. As part of the Auxilion Group you will work closely with the in-house team to provide the best customer experience that the client requires. The role is for a 3rd Line technical engineer with proven leadership skills. The role will involve managing all incidents and requests through their full life cycle and feeding into the wider technical team. You will be managing a team of 2/3 Infrastructure engineers on a rotating 12-hour shift to deliver the best service possible within the contractual SLAs. There is a high level of communication skill required in this role, dealing with your team directly, handing over to the next Team leader and more importantly, individuals across the wider technical team. Position Responsibilities: Manage Incidents & Requests ensuring SLA Performance against KPIs. Ensure accurate and up to date information is recorded against all tickets. Ensure daily checks are performed correctly and in a timely manner. Be aware of ongoing escalations Be aware of current Major incidents. Manage P1 and P2 Incidents, keeping service managers informed and escalating if required. Technical Competencies: 3rd level technical service experience level is a must. Working with Azure, Office 365, Hyper-V, VMware, SimpliVity, Intune, VMWare Horizons, Citrix, Azure Desktop, and RDS environments Prior experience in a 24 x 7 Network Operations Centre/Service Desk Environment Excellent problem-solving skills Excellent communication skills (Communication to customers verbal and written is mandatory) 2-5 years' Experience with Windows Server (2012/2016/2019 & 2022) Experience with Monitoring Software Business Competencies: To succeed in this role, you'll need knowledge of utilizing ITIL best practice as well as experience within an IT customer service environment. You would be required to demonstrate the following: Strong Technical skills. Accountability and responsibility for your workload. Helpful and approachable attitude. Excellent time management skills. Ideally, you'll have had at least 12 months experience managing people, including day to day management eg absences, holidays, performance reviews. Mentoring junior colleagues and be responsible for career development Our Company, Auxilion - About Us Work matters. It's where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and the development of people in our DNA. Our competitive advantage is how we support our clients on their journey. Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
Mar 26, 2024
Full time
Technical Team Leader Place of work: On-site - Sheffield, UK Duration: Permanent Hours of work: Shift rotation - 2 day shifts from 6am - 6pm + 2 night shifts from 6pm-6am + 4 days off About the Company and the Role: Auxilion is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. As part of the Auxilion Group you will work closely with the in-house team to provide the best customer experience that the client requires. The role is for a 3rd Line technical engineer with proven leadership skills. The role will involve managing all incidents and requests through their full life cycle and feeding into the wider technical team. You will be managing a team of 2/3 Infrastructure engineers on a rotating 12-hour shift to deliver the best service possible within the contractual SLAs. There is a high level of communication skill required in this role, dealing with your team directly, handing over to the next Team leader and more importantly, individuals across the wider technical team. Position Responsibilities: Manage Incidents & Requests ensuring SLA Performance against KPIs. Ensure accurate and up to date information is recorded against all tickets. Ensure daily checks are performed correctly and in a timely manner. Be aware of ongoing escalations Be aware of current Major incidents. Manage P1 and P2 Incidents, keeping service managers informed and escalating if required. Technical Competencies: 3rd level technical service experience level is a must. Working with Azure, Office 365, Hyper-V, VMware, SimpliVity, Intune, VMWare Horizons, Citrix, Azure Desktop, and RDS environments Prior experience in a 24 x 7 Network Operations Centre/Service Desk Environment Excellent problem-solving skills Excellent communication skills (Communication to customers verbal and written is mandatory) 2-5 years' Experience with Windows Server (2012/2016/2019 & 2022) Experience with Monitoring Software Business Competencies: To succeed in this role, you'll need knowledge of utilizing ITIL best practice as well as experience within an IT customer service environment. You would be required to demonstrate the following: Strong Technical skills. Accountability and responsibility for your workload. Helpful and approachable attitude. Excellent time management skills. Ideally, you'll have had at least 12 months experience managing people, including day to day management eg absences, holidays, performance reviews. Mentoring junior colleagues and be responsible for career development Our Company, Auxilion - About Us Work matters. It's where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and the development of people in our DNA. Our competitive advantage is how we support our clients on their journey. Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
The Group Telecoms Manager is responsible for working with all departments and businesses throughout the group. You will be working in a dynamic and fast-paced environment with new challenges every day. Due to the nature of this role, several years' experience would be needed to help support the department. A broad technical knowledge is required, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management. You will be forward thinking, customer focussed and self-motivated with the drive to improve all IT services and the user experience. Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything you do. Demonstrate strong organisational skills and be accountable for your daily workload Demonstrate a systematic, disciplined and analytical approach Be customer focussed and ardent in ensuring that colleagues receive a high quality of service The key objectives of your role are: To ensure that the Director of IT Services - UKI is kept informed of progress and advised about major problems and / or issues in a timely manner. Work in partnership with colleagues and project team to migrate the on-premise telephony platform to a cloud based service. To maintain the continuous running of circa 1,300 non geographical delivery numbers across several call delivery and call management platforms Vendor management of key Telephony providers including mobile service, on-premise and cloud services. To provide critical incident management response and ownership, controlling and coordinating necessary activities to restore service and deliver root cause fixes and preventative solutions. Telecoms budget and licence management. Identify, analyse and document business processes & workflows to identify opportunities for streamlining and improvements. Take ownership, investigate and resolve escalated tickets. Work collaboratively with team members and support functions to resolve issues in a timely manner. To be pro-active in suggesting and proposing new technologies to support the businesses. Proactively monitor Telecommunication services. Supervise and mentor a team of 4 engineers. Day to day team management, performance management - including training and development. Staff recruitment and appraisals P46446NB INDMANS
Mar 25, 2024
Full time
The Group Telecoms Manager is responsible for working with all departments and businesses throughout the group. You will be working in a dynamic and fast-paced environment with new challenges every day. Due to the nature of this role, several years' experience would be needed to help support the department. A broad technical knowledge is required, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management. You will be forward thinking, customer focussed and self-motivated with the drive to improve all IT services and the user experience. Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything you do. Demonstrate strong organisational skills and be accountable for your daily workload Demonstrate a systematic, disciplined and analytical approach Be customer focussed and ardent in ensuring that colleagues receive a high quality of service The key objectives of your role are: To ensure that the Director of IT Services - UKI is kept informed of progress and advised about major problems and / or issues in a timely manner. Work in partnership with colleagues and project team to migrate the on-premise telephony platform to a cloud based service. To maintain the continuous running of circa 1,300 non geographical delivery numbers across several call delivery and call management platforms Vendor management of key Telephony providers including mobile service, on-premise and cloud services. To provide critical incident management response and ownership, controlling and coordinating necessary activities to restore service and deliver root cause fixes and preventative solutions. Telecoms budget and licence management. Identify, analyse and document business processes & workflows to identify opportunities for streamlining and improvements. Take ownership, investigate and resolve escalated tickets. Work collaboratively with team members and support functions to resolve issues in a timely manner. To be pro-active in suggesting and proposing new technologies to support the businesses. Proactively monitor Telecommunication services. Supervise and mentor a team of 4 engineers. Day to day team management, performance management - including training and development. Staff recruitment and appraisals P46446NB INDMANS
Norton Rose Fulbright Llp
Newcastle Upon Tyne, Tyne And Wear
Practice Group / Department: IT Regional - Service Desk Management - Newcastle Job Description We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world's preeminent corporations and financial institutions with a full business law service. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do. To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. We value difference and actively promote a culture of respect for each individual, encouraging and creating inclusion. Our new hybrid working model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people's health and overall wellbeing. The Team The Service Desk is part of the EMEA Service Delivery Team and provides a single point of contact for both our London and International Offices. The key focus of the team is to deliver a world class IT service to the business. The Role Reporting to the Service Desk Manager, this role requires a proactive, well-organised, self-motivated individual. The role holder must have excellent written and verbal communication skills, as there will be interaction with the business and internal IT stakeholders at all levels. Technical expertise is also required as the expectation will be that you are part of the team actively assisting in resolving issues as well as your leadership responsibilities. The role will involve but is not limited to the following: Team Management: Ensuring that your team rota is managed, and the appropriate number of staff are onsite at the prescribed times. Taking joint responsibility with the Service Desk Team Leader (Desktop Support and User Admin) in the absence of the Service Desk Manager Assist in the implementation of and adherence to ITIL processes and best practices within the Service Desk Assisting in measuring and reporting on KPIs and SLAs for your team Leading the First Line Team: Ensuring that trend analysis and potential problem areas are correctly being identified and reported by your team Ensuring regular one to ones are held with these teams to discuss monthly performance, address any training needs and review status of yearly Objectives and providing the Service Desk Manager with a monthly overview of these sessions Ensuring that there is sufficient cover on the desk in 1st Line on a daily basis Monitoring the ServiceNow call queues to ensure that all tickets are handed within SLA and to the appropriate standards. Escalation Point: Initial escalation point for customer escalations Part of the internal Service Desk escalation team, acting as a technical point of contact for the Service Desk Analysts, Senior Service Desk Analysts and Apprentices Process Management: Identifying service improvement initiatives for the Service Desk and ensuring these are documented, reported up and adhered to by the Service Desk Assist the Service Desk Manager with the creation of, maintenance of and distribution of all Service Desk Processes Quality Management: Identifying any ticket quality issues within the team by way of a monthly review, creating reports on each team member's performance, and ensuring that any issues are acted upon quickly and efficiently Ensure that the monthly reporting regarding Quality Management is available to the Service Desk Manager and EMEA Service Delivery Manager on a monthly basis Major Incident Management: Together with the Service Desk Manager (Desktop Support), take ownership of the Major Incident process during office hours, ensuring that all aspects of the process are followed Ensure that the Service Desk are aware of any Major Incidents underway, and potential workarounds for these Skills and Experience Required Proven experience in team supervision, work load prioritization and resource management Quantifiable experience in the following ITIL service management disciplines: Incident, Major Incident and Request Fulfilment Some experience of the ITIL Problem and Change disciplines. Ability to manage personal and team workloads (including management of team rotas) Proven ability to be able to measure and monitor the team's operational performance through agreed KPIs. Providing management reports for the Service Desk Manager/Customer Services Manager on both team and individual analyst performance Significant experience working with high profile, VIP customers, in a demanding and time critical environment The role requires the proven ability to prioritise personal and team workloads to meet daily, changing, business requirements. The candidate will play a very active role in the day to day 'business as usual' co-ordination of the team. The ability to re-prioritise team and personal workloads as required throughout the day is essential. Candidates must have knowledge of supporting the majority of the following: Microsoft Windows 10 and Windows 11 Microsoft Office 365 or above Signify/RSA tokens and software tokens iPhone devices - configuring and troubleshooting Printing solutions (desktop and MFD) Active Directory Dealroom / File transfer solutions Mimecast email management NexThink experience preferred Worksite DMS (or other Document Management Systems) Document Management tools Expert, CMS, Interaction Encryption software Shift information The EMEA Service Desk provide support from 8am-8pm Monday to Friday on a shift basis. Between the Service Desk Team Leaders, onsite leadership support is expected between 8am and 8pm. Diversity, Equity and Inclusion To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. Our new enabled work model allows our people to have mor
Mar 23, 2024
Full time
Practice Group / Department: IT Regional - Service Desk Management - Newcastle Job Description We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world's preeminent corporations and financial institutions with a full business law service. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do. To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. We value difference and actively promote a culture of respect for each individual, encouraging and creating inclusion. Our new hybrid working model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people's health and overall wellbeing. The Team The Service Desk is part of the EMEA Service Delivery Team and provides a single point of contact for both our London and International Offices. The key focus of the team is to deliver a world class IT service to the business. The Role Reporting to the Service Desk Manager, this role requires a proactive, well-organised, self-motivated individual. The role holder must have excellent written and verbal communication skills, as there will be interaction with the business and internal IT stakeholders at all levels. Technical expertise is also required as the expectation will be that you are part of the team actively assisting in resolving issues as well as your leadership responsibilities. The role will involve but is not limited to the following: Team Management: Ensuring that your team rota is managed, and the appropriate number of staff are onsite at the prescribed times. Taking joint responsibility with the Service Desk Team Leader (Desktop Support and User Admin) in the absence of the Service Desk Manager Assist in the implementation of and adherence to ITIL processes and best practices within the Service Desk Assisting in measuring and reporting on KPIs and SLAs for your team Leading the First Line Team: Ensuring that trend analysis and potential problem areas are correctly being identified and reported by your team Ensuring regular one to ones are held with these teams to discuss monthly performance, address any training needs and review status of yearly Objectives and providing the Service Desk Manager with a monthly overview of these sessions Ensuring that there is sufficient cover on the desk in 1st Line on a daily basis Monitoring the ServiceNow call queues to ensure that all tickets are handed within SLA and to the appropriate standards. Escalation Point: Initial escalation point for customer escalations Part of the internal Service Desk escalation team, acting as a technical point of contact for the Service Desk Analysts, Senior Service Desk Analysts and Apprentices Process Management: Identifying service improvement initiatives for the Service Desk and ensuring these are documented, reported up and adhered to by the Service Desk Assist the Service Desk Manager with the creation of, maintenance of and distribution of all Service Desk Processes Quality Management: Identifying any ticket quality issues within the team by way of a monthly review, creating reports on each team member's performance, and ensuring that any issues are acted upon quickly and efficiently Ensure that the monthly reporting regarding Quality Management is available to the Service Desk Manager and EMEA Service Delivery Manager on a monthly basis Major Incident Management: Together with the Service Desk Manager (Desktop Support), take ownership of the Major Incident process during office hours, ensuring that all aspects of the process are followed Ensure that the Service Desk are aware of any Major Incidents underway, and potential workarounds for these Skills and Experience Required Proven experience in team supervision, work load prioritization and resource management Quantifiable experience in the following ITIL service management disciplines: Incident, Major Incident and Request Fulfilment Some experience of the ITIL Problem and Change disciplines. Ability to manage personal and team workloads (including management of team rotas) Proven ability to be able to measure and monitor the team's operational performance through agreed KPIs. Providing management reports for the Service Desk Manager/Customer Services Manager on both team and individual analyst performance Significant experience working with high profile, VIP customers, in a demanding and time critical environment The role requires the proven ability to prioritise personal and team workloads to meet daily, changing, business requirements. The candidate will play a very active role in the day to day 'business as usual' co-ordination of the team. The ability to re-prioritise team and personal workloads as required throughout the day is essential. Candidates must have knowledge of supporting the majority of the following: Microsoft Windows 10 and Windows 11 Microsoft Office 365 or above Signify/RSA tokens and software tokens iPhone devices - configuring and troubleshooting Printing solutions (desktop and MFD) Active Directory Dealroom / File transfer solutions Mimecast email management NexThink experience preferred Worksite DMS (or other Document Management Systems) Document Management tools Expert, CMS, Interaction Encryption software Shift information The EMEA Service Desk provide support from 8am-8pm Monday to Friday on a shift basis. Between the Service Desk Team Leaders, onsite leadership support is expected between 8am and 8pm. Diversity, Equity and Inclusion To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. Our new enabled work model allows our people to have mor
Macildowie Recruitment and Retention
Tamworth, Staffordshire
Infrastructure Engineer - IT MSP Location: Hybrid - Tamworth and Home Working - required onsite once a month Salary & Benefits: Above Market Average Salary + Strong Car Allowance + Paid Microsoft Qualifications Hours: Monday to Friday 09:00am - 17:30pm (with some flexibility on start and end times) Overview Our client, an outstanding and well-established IT outsourcing company, are seeking an IT infrastructure specialist to work on projects for their clients implementing and supporting solutions - across onsite, Cloud and hybrid deployments. Time will also be spent on BAU and escalations of existing clients, as well as guiding other members of the Infrastructure team. Key Responsibilities Working as part of teams focused on specialist areas including: Systems or Networking or Applications Majority of time will be dedicated to project installations, with the expectation that to be able to demonstrate substantial experience of supporting solutions across onsite, Cloud and hybrid deployments The remainder is to be spent on BAU and escalations; guiding other members of the Infrastructure team, as well as completing site audits, attending occasional presales meetings and supporting tender documentation To configure, troubleshoot and install Microsoft Server (physical and virtual) To configure, troubleshoot and install VMware and/or Hyper-V Experience with either Mimecast, Sophos, or Peppermint To liaise with 3rd party vendors to resolve performance and reliability issues, including root cause/permanent fix To provide occasional on-call support out of hours To provide scheduled out of hours change support as part of planned maintenance To adhere to policies and procedures that contribute to the maintenance of ISO, Data Protection and ITIL based standards/processes (Incident, Problem, Change, Asset and Release Management) Technical Skills Essential - A Combination of the Following (There is No Expectation to Have Experience With All!) Microsoft Server (physical and virtual implementation) VMWare and Hyper V installation and configuration O365 and Azure Citrix Server Installation and configuration of disk and tape backup and replication technologies (LTO, DFRS, Cloud, DPM) Core knowledge of common Microsoft Server products (Exchange, SQL, SharePoint, CRM) Monitoring & Management technologies (SCOM, PRTG, IPAM) + Remote Access Tools (RDP, KVM, Bomgar) Microsoft Operation Manager Skills in security technologies & practices Experience within a Data Centre/Server Room environment Some experience with voice technologies - ISDN, VOIP, SBC Desirable ITIL/ISO2000 Qualifications - A Combination of the Following (No Expecation to Have Experience With All!) MSCA or MCSE Cisco CCNA/P Security Citrix CCA VMware VCP Additional Experience Experience within IT Services/Outsourcing - working to customer SLAs and/or ISO27001 Customer focused background Miscellaneous OT payments where applicable Standby allowance Funded training and exams Training bonus If this role sounds like it could potentially be appropriate for you, please don't hesitate to submit your CV - there is lots of flexibility with this role, and there is no expectation to have the full range of the experience outlined above. Miscellaneous: Monday to Friday, 37.5 hours a week 23 days annual leave rising to 27 Qualifications allowance payable upon successful completion of funded accreditations Overtime allowance "Infrastructure" "Azure" "O365" "Solutions" "Hybrid" "Remote" "WFH" "Tamworth" "Birmingham" "Lichfield" "Burton" "Walsall" "Sutton Coldfield" "IT MSP" "Staffordshire" "West Midlands" "Leicestershire" "Nottinghamshire" "Derbyshire" Please put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography. Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process. If you would like information on how we will process your data please go to our website (macildowie) and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise. Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.
Mar 20, 2024
Full time
Infrastructure Engineer - IT MSP Location: Hybrid - Tamworth and Home Working - required onsite once a month Salary & Benefits: Above Market Average Salary + Strong Car Allowance + Paid Microsoft Qualifications Hours: Monday to Friday 09:00am - 17:30pm (with some flexibility on start and end times) Overview Our client, an outstanding and well-established IT outsourcing company, are seeking an IT infrastructure specialist to work on projects for their clients implementing and supporting solutions - across onsite, Cloud and hybrid deployments. Time will also be spent on BAU and escalations of existing clients, as well as guiding other members of the Infrastructure team. Key Responsibilities Working as part of teams focused on specialist areas including: Systems or Networking or Applications Majority of time will be dedicated to project installations, with the expectation that to be able to demonstrate substantial experience of supporting solutions across onsite, Cloud and hybrid deployments The remainder is to be spent on BAU and escalations; guiding other members of the Infrastructure team, as well as completing site audits, attending occasional presales meetings and supporting tender documentation To configure, troubleshoot and install Microsoft Server (physical and virtual) To configure, troubleshoot and install VMware and/or Hyper-V Experience with either Mimecast, Sophos, or Peppermint To liaise with 3rd party vendors to resolve performance and reliability issues, including root cause/permanent fix To provide occasional on-call support out of hours To provide scheduled out of hours change support as part of planned maintenance To adhere to policies and procedures that contribute to the maintenance of ISO, Data Protection and ITIL based standards/processes (Incident, Problem, Change, Asset and Release Management) Technical Skills Essential - A Combination of the Following (There is No Expectation to Have Experience With All!) Microsoft Server (physical and virtual implementation) VMWare and Hyper V installation and configuration O365 and Azure Citrix Server Installation and configuration of disk and tape backup and replication technologies (LTO, DFRS, Cloud, DPM) Core knowledge of common Microsoft Server products (Exchange, SQL, SharePoint, CRM) Monitoring & Management technologies (SCOM, PRTG, IPAM) + Remote Access Tools (RDP, KVM, Bomgar) Microsoft Operation Manager Skills in security technologies & practices Experience within a Data Centre/Server Room environment Some experience with voice technologies - ISDN, VOIP, SBC Desirable ITIL/ISO2000 Qualifications - A Combination of the Following (No Expecation to Have Experience With All!) MSCA or MCSE Cisco CCNA/P Security Citrix CCA VMware VCP Additional Experience Experience within IT Services/Outsourcing - working to customer SLAs and/or ISO27001 Customer focused background Miscellaneous OT payments where applicable Standby allowance Funded training and exams Training bonus If this role sounds like it could potentially be appropriate for you, please don't hesitate to submit your CV - there is lots of flexibility with this role, and there is no expectation to have the full range of the experience outlined above. Miscellaneous: Monday to Friday, 37.5 hours a week 23 days annual leave rising to 27 Qualifications allowance payable upon successful completion of funded accreditations Overtime allowance "Infrastructure" "Azure" "O365" "Solutions" "Hybrid" "Remote" "WFH" "Tamworth" "Birmingham" "Lichfield" "Burton" "Walsall" "Sutton Coldfield" "IT MSP" "Staffordshire" "West Midlands" "Leicestershire" "Nottinghamshire" "Derbyshire" Please put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography. Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process. If you would like information on how we will process your data please go to our website (macildowie) and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise. Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.
PURPOSE STATEMENT Travelport is seeking an experienced Finance System Engineer , to design and support application in the Finance area, predominantly on the Oracle EBS, Concur & Orbit platforms. This individual will report to the Finance ECS Delivery Manager and will work closely with both the Finance Technical Manager and the outsourced provider/TCS team members. As part of the Travelport team, he/she is expected to manage support incident, resolution of database related issues, maintenance activities, patching, tuning etc as part of a finance system engineer role. These responsibilities will be driven in JIRA for problem management, minor enhancements or major implementations. Purpose & Key Responsibilities Arrange & manage business requirements and documentation for problems, enhancements & projects Ensure Requirements have a definition of done (BDD / TDD) for success. Perform day to day application management and coordination with managed service provider(TCS) and IaaS provider (Hitachi). Ensure Architecture and Solution Review of changes Defines and refines Features and Stories in JIRA, working with Business partners and Delivery team. Applies expert knowledge of principles and concepts in guiding the development, design, and/or maintenance of Financial systems used at Travelport (Oracle EBS, Concur & Orbit) Understands impact on adjacent systems and long-term impact of decisions and recognizes importance of compliance with architectural direction. Generates ideas to improve overall system design and/or streamline delivery of product/system. Proactively contributes to compliance with standard and best practices within application delivery. Maintains awareness of emerging technologies, industry trends, and drives adoption of software development engineering best practices eg: Agile working practices. Oversee testing of changes through to successful sign off from stakeholders. Agree deployment release content in JIRA & in co ordination with business users. Makes resource recommendation for the Delivery team needs, to ensure effective, efficient and timely delivery to commitments. Ensure proper disaster recovery procedures are in place and adhered to. Responsible for contribution and adherence to standards that ensure the integrity and security of the enterprise's data resources Provides direction and coaching to colleagues/team members/Outsourced Provider Develops/improves processes and direction, recommends and transfers knowledge. Experience Summary 5-7+ years relevant experience Proven experience with requirements gathering, configuration, implementation or support of Oracle EBS, Concur and/or Orbit systems Possess deep domain expertise and experience working across a group of related products/applications Experience in Quality Assurance, software development, project management, operations and other technical areas Strong Oracle R12 E-Business Suite experience. Worked in a Managed Service capacity using ITIL best practice. Database and Applications performance tuning knowledge. Skills / Education 4 years degree in Computer Science, Mathematics or Engineering or combination of experience and education 5-7+ years of experience in hands on delivery of financial systems projects - specifically experience of Oracle EBS Suite and BI Publisher. Experience with following skills would be desirable. Oracle E-Business Suite 12.1 Upgrades Oracle PaaS / Oracle IaaS Oracle Access Manager / Single Sign-On Unix / Linux System Administration/ Oracle WebLogic Good demonstratable understanding of Finance processes and terminology to effectively engage Finance Stakeholders. Experience of Jira for Requirements/ Story management and work management tools Experience of supporting solutions delivery for highly complex projects Strong written and verbal communication skills; able to communicate technical information in a clear and succinct manner Good knowledge of Microsoft Office (Word, Excel PowerPoint) Visio as applicable
Sep 24, 2022
Full time
PURPOSE STATEMENT Travelport is seeking an experienced Finance System Engineer , to design and support application in the Finance area, predominantly on the Oracle EBS, Concur & Orbit platforms. This individual will report to the Finance ECS Delivery Manager and will work closely with both the Finance Technical Manager and the outsourced provider/TCS team members. As part of the Travelport team, he/she is expected to manage support incident, resolution of database related issues, maintenance activities, patching, tuning etc as part of a finance system engineer role. These responsibilities will be driven in JIRA for problem management, minor enhancements or major implementations. Purpose & Key Responsibilities Arrange & manage business requirements and documentation for problems, enhancements & projects Ensure Requirements have a definition of done (BDD / TDD) for success. Perform day to day application management and coordination with managed service provider(TCS) and IaaS provider (Hitachi). Ensure Architecture and Solution Review of changes Defines and refines Features and Stories in JIRA, working with Business partners and Delivery team. Applies expert knowledge of principles and concepts in guiding the development, design, and/or maintenance of Financial systems used at Travelport (Oracle EBS, Concur & Orbit) Understands impact on adjacent systems and long-term impact of decisions and recognizes importance of compliance with architectural direction. Generates ideas to improve overall system design and/or streamline delivery of product/system. Proactively contributes to compliance with standard and best practices within application delivery. Maintains awareness of emerging technologies, industry trends, and drives adoption of software development engineering best practices eg: Agile working practices. Oversee testing of changes through to successful sign off from stakeholders. Agree deployment release content in JIRA & in co ordination with business users. Makes resource recommendation for the Delivery team needs, to ensure effective, efficient and timely delivery to commitments. Ensure proper disaster recovery procedures are in place and adhered to. Responsible for contribution and adherence to standards that ensure the integrity and security of the enterprise's data resources Provides direction and coaching to colleagues/team members/Outsourced Provider Develops/improves processes and direction, recommends and transfers knowledge. Experience Summary 5-7+ years relevant experience Proven experience with requirements gathering, configuration, implementation or support of Oracle EBS, Concur and/or Orbit systems Possess deep domain expertise and experience working across a group of related products/applications Experience in Quality Assurance, software development, project management, operations and other technical areas Strong Oracle R12 E-Business Suite experience. Worked in a Managed Service capacity using ITIL best practice. Database and Applications performance tuning knowledge. Skills / Education 4 years degree in Computer Science, Mathematics or Engineering or combination of experience and education 5-7+ years of experience in hands on delivery of financial systems projects - specifically experience of Oracle EBS Suite and BI Publisher. Experience with following skills would be desirable. Oracle E-Business Suite 12.1 Upgrades Oracle PaaS / Oracle IaaS Oracle Access Manager / Single Sign-On Unix / Linux System Administration/ Oracle WebLogic Good demonstratable understanding of Finance processes and terminology to effectively engage Finance Stakeholders. Experience of Jira for Requirements/ Story management and work management tools Experience of supporting solutions delivery for highly complex projects Strong written and verbal communication skills; able to communicate technical information in a clear and succinct manner Good knowledge of Microsoft Office (Word, Excel PowerPoint) Visio as applicable
Job- SAP Senior Service Delivery Manager Location- Remote Lemongrass Consulting is the leading professional and managed service provider of SAP enterprise applications running on hyperscale cloud infrastructure. Our objective is to delight our customers every day by reducing the cost and increasing the agility of their SAP systems. We do this with our continuous innovation, automation, migration and operation, delivered on the world's most comprehensive cloud platforms - AWS, Azure and GCP. We have been working with AWS since 2010 and we are a Premier Amazon Partner Network (APN) Consulting Partner. We are also a Microsoft Gold Partner, a Google Cloud Partner and an SAP Certified Silver Partner. Our team is what makes Lemongrass exceptional and why we have the excellent reputation in the market that we enjoy today. At Lemongrass, you will work with the smartest and most motivated people in the business. We take pride in our culture of innovation and collaboration that drives us to deliver exceptional benefits to our clients every day. Job Details and Responsibilities As a Sr. Service Delivery Manager, you will closely collaborate with Cloud Infrastructure, SAP Technical Support, Service Delivery Management and Senior Management to ensure delivery of a unified support experience for customers. You ensure the implementation of the incident resolution process, with transparent communication driving high levels of internal/external customer satisfaction. You'll work with customers as a management and escalation point of contact to provide assurance and resources as needed, regularly acting as the customers' advocate helping prioritize and gain momentum in solving complex challenges. You will ensure that thorough root cause analysis is conducted and clearly documented as well as ensure action items resulting from the root cause analysis are implemented. As a Sr. Service Delivery Manager, you will contribute to the continuous update of Critical Incident Management Standard Operating Procedures and related process areas in the Detect to Correct value stream. As a thought leader you will be engaged to lead global initiatives. Responsibilities Excellent in working with remote teams 24/7 Escalation Management Service for Major/Critical Incidents. Shift rotation will be required Flawless handover of Major Incidents 24/7 Lead customer calls and communication as well as internal communication/escalations Lead escalation to Lemongrass Partner Managers or customer-specific Partner Managers, ie, AWS, Azure, Google or SAP Ensure Global Process adherence from Detecting a Major Incident over Customer-handling/communication to Root Cause Analysis is delivered, and action items being implemented Keep track and periodically report of all Major Incidents across Lemongrass to ensure Postmortems are conduced and actions are closed Scope includes current Customer Escalation Management, Internal Escalation Management (ie, internal support tooling), Customer-specific Escalation Management and Partner escalation management Contribute to Critical Incident Process and related processes within the Detect to Correct Value Stream You may act as Team Lead for the Critical Incident Management Function being responsible for the overall team's success Other duties may be assigned by the Department Head and/or its representatives Qualifications Excellent in working in remote teams Excellent in managing senior level stakeholder Minimum of 5 years of Process Management experience (ie Incident Management) Proficient in ITIL processes especially Incident, Problem Management and Change Management Basic hands-on Project Management experience Proven experience in contributing to process improvements Excellent English language written and oral communication skills Ability to work collaboratively as part of a global team SAP Basis background is preferred but not required Exposure to modern concepts such as DevOps, IT4IT and High Velocity IT preferred Selected applicant will be subject to a background investigation, which will be conducted and the results of which will be used in compliance with applicable law. Lemongrass Consulting is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, religion, color, national origin, religious creed, gender, sexual orientation, gender identity, gender expression, age, genetic information, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Sep 24, 2022
Contractor
Job- SAP Senior Service Delivery Manager Location- Remote Lemongrass Consulting is the leading professional and managed service provider of SAP enterprise applications running on hyperscale cloud infrastructure. Our objective is to delight our customers every day by reducing the cost and increasing the agility of their SAP systems. We do this with our continuous innovation, automation, migration and operation, delivered on the world's most comprehensive cloud platforms - AWS, Azure and GCP. We have been working with AWS since 2010 and we are a Premier Amazon Partner Network (APN) Consulting Partner. We are also a Microsoft Gold Partner, a Google Cloud Partner and an SAP Certified Silver Partner. Our team is what makes Lemongrass exceptional and why we have the excellent reputation in the market that we enjoy today. At Lemongrass, you will work with the smartest and most motivated people in the business. We take pride in our culture of innovation and collaboration that drives us to deliver exceptional benefits to our clients every day. Job Details and Responsibilities As a Sr. Service Delivery Manager, you will closely collaborate with Cloud Infrastructure, SAP Technical Support, Service Delivery Management and Senior Management to ensure delivery of a unified support experience for customers. You ensure the implementation of the incident resolution process, with transparent communication driving high levels of internal/external customer satisfaction. You'll work with customers as a management and escalation point of contact to provide assurance and resources as needed, regularly acting as the customers' advocate helping prioritize and gain momentum in solving complex challenges. You will ensure that thorough root cause analysis is conducted and clearly documented as well as ensure action items resulting from the root cause analysis are implemented. As a Sr. Service Delivery Manager, you will contribute to the continuous update of Critical Incident Management Standard Operating Procedures and related process areas in the Detect to Correct value stream. As a thought leader you will be engaged to lead global initiatives. Responsibilities Excellent in working with remote teams 24/7 Escalation Management Service for Major/Critical Incidents. Shift rotation will be required Flawless handover of Major Incidents 24/7 Lead customer calls and communication as well as internal communication/escalations Lead escalation to Lemongrass Partner Managers or customer-specific Partner Managers, ie, AWS, Azure, Google or SAP Ensure Global Process adherence from Detecting a Major Incident over Customer-handling/communication to Root Cause Analysis is delivered, and action items being implemented Keep track and periodically report of all Major Incidents across Lemongrass to ensure Postmortems are conduced and actions are closed Scope includes current Customer Escalation Management, Internal Escalation Management (ie, internal support tooling), Customer-specific Escalation Management and Partner escalation management Contribute to Critical Incident Process and related processes within the Detect to Correct Value Stream You may act as Team Lead for the Critical Incident Management Function being responsible for the overall team's success Other duties may be assigned by the Department Head and/or its representatives Qualifications Excellent in working in remote teams Excellent in managing senior level stakeholder Minimum of 5 years of Process Management experience (ie Incident Management) Proficient in ITIL processes especially Incident, Problem Management and Change Management Basic hands-on Project Management experience Proven experience in contributing to process improvements Excellent English language written and oral communication skills Ability to work collaboratively as part of a global team SAP Basis background is preferred but not required Exposure to modern concepts such as DevOps, IT4IT and High Velocity IT preferred Selected applicant will be subject to a background investigation, which will be conducted and the results of which will be used in compliance with applicable law. Lemongrass Consulting is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, religion, color, national origin, religious creed, gender, sexual orientation, gender identity, gender expression, age, genetic information, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Platform Service Engineer (Corporate) Dunstable Permanent The Platform Services Engineer for Support Centre is responsible for the continued management and support of the Corporate Infrastructure (such as AD, AAD, O365, Intune and Microsoft Identity Manager). About the role: The role holder will use their technical knowledge to continually maintain and monitor the underlying platforms, ensuring they remain performant and available in line with business requirements, suggesting improvements for the support centre infrastructure and contribute towards project delivery with a "cloud first" mentality. What you ll be doing: Be the subject matter expert for core Infrastructure technologies (AD, AAD, Office 365, Intune, AAD Conditional Access, Microsoft Identity Manager, ZScaler etc) Manage the configuration and life cycle management of corporate platforms, ensuring that the systems remain complaint and adhere to our security policies and standards Ongoing administration of core SaaS services such as Office 365, Intune, Exchange Online, AAD, ZScaler, AAD Conditional Access and Microsoft Identity Manager. Facilitate the migration of our on-premise infrastructure to cloud Maintain the Platform Services ticket queues, ensuring that SLA s are met in accordance with the Incident, Major Incident and Problem Management processes Work with third party Vendors to ensure that they continue to provide a consistent level of service Ensure that all platforms remain performant in line with business requirements and have sufficient capacity to deliver the underlying service now and for the future What you ll need: Expert knowledge and understanding of eitherMicrosoft Windows Server 2016 Administration, Active Director/AAD Administration, Microsoft System Centre, Exchange Online or InTune Strong knowledge of technologies such as Powershell, Active Directory or Cloud Computing Knowledge of the latest industry trends / standards / tools / technologies for EUC devices Demonstrable, strong working knowledge of ITIL Service Management framework and process areas Assumes responsibility for escalated incident and problem resolution and uses expertise to offer solution options and recommendations and to direct third parties in their investigations Strong problem-solving and troubleshooting skills with the ability to diagnose and resolve complicated technical issues Strong communication skills with a proven ability to understand key concepts and communicate effectively with technical staff, business stakeholders and senior management/executives In return for your commitment, we ve got some great benefits to offer: • A market competitive base salary + up to 30% annual bonus • Sharesave scheme • A collaborative work culture that focuses on supporting your success • A flexible working policy you can rely on • Up to Family Cover BUPA healthcare • Optional contributory pension matched up to 10% • Up to 25% discount off our brands We re 1,200 hotels and restaurants in the UK, Germany and the UAE, but we re more than that. We re the 35,000 people supporting our brands every day. The ones sourcing the nation s favourite breakfast, plating up family favourites, and the great night s sleep guaranteed people. We re also always preparing for new openings, looking ahead and revamping our online presence. We do it for our guests, and it s the details that keep them returning time and time again. We could be at the end of their road, their trusty choice for business trips, or we could be the place they associate with big celebrations up and down the country. We re a constant in a changing world, and we d love you to join us. Bring your energy, ideas and sense of fun, we re waiting and so are our brands. Meeting our ambitious goals to expand and reach new locations across the globe requires serious planning. It means analysing every little detail, spotting and overcoming barriers and working towards our ambitious plans. Think decision science, pricing, revenue and sales, and you re there. With a lot of doing to be done, you can be part of making big change happen across the globe. Bring your drive and enthusiasm, and we ll welcome you in. Whitbread is an inclusive employer, strongly believing that everyone is unique and there should be no limits to ambition. We welcome your application whatever your background or situation. We are open to flexible working and, where possible, will try to support this.
Sep 23, 2022
Full time
Platform Service Engineer (Corporate) Dunstable Permanent The Platform Services Engineer for Support Centre is responsible for the continued management and support of the Corporate Infrastructure (such as AD, AAD, O365, Intune and Microsoft Identity Manager). About the role: The role holder will use their technical knowledge to continually maintain and monitor the underlying platforms, ensuring they remain performant and available in line with business requirements, suggesting improvements for the support centre infrastructure and contribute towards project delivery with a "cloud first" mentality. What you ll be doing: Be the subject matter expert for core Infrastructure technologies (AD, AAD, Office 365, Intune, AAD Conditional Access, Microsoft Identity Manager, ZScaler etc) Manage the configuration and life cycle management of corporate platforms, ensuring that the systems remain complaint and adhere to our security policies and standards Ongoing administration of core SaaS services such as Office 365, Intune, Exchange Online, AAD, ZScaler, AAD Conditional Access and Microsoft Identity Manager. Facilitate the migration of our on-premise infrastructure to cloud Maintain the Platform Services ticket queues, ensuring that SLA s are met in accordance with the Incident, Major Incident and Problem Management processes Work with third party Vendors to ensure that they continue to provide a consistent level of service Ensure that all platforms remain performant in line with business requirements and have sufficient capacity to deliver the underlying service now and for the future What you ll need: Expert knowledge and understanding of eitherMicrosoft Windows Server 2016 Administration, Active Director/AAD Administration, Microsoft System Centre, Exchange Online or InTune Strong knowledge of technologies such as Powershell, Active Directory or Cloud Computing Knowledge of the latest industry trends / standards / tools / technologies for EUC devices Demonstrable, strong working knowledge of ITIL Service Management framework and process areas Assumes responsibility for escalated incident and problem resolution and uses expertise to offer solution options and recommendations and to direct third parties in their investigations Strong problem-solving and troubleshooting skills with the ability to diagnose and resolve complicated technical issues Strong communication skills with a proven ability to understand key concepts and communicate effectively with technical staff, business stakeholders and senior management/executives In return for your commitment, we ve got some great benefits to offer: • A market competitive base salary + up to 30% annual bonus • Sharesave scheme • A collaborative work culture that focuses on supporting your success • A flexible working policy you can rely on • Up to Family Cover BUPA healthcare • Optional contributory pension matched up to 10% • Up to 25% discount off our brands We re 1,200 hotels and restaurants in the UK, Germany and the UAE, but we re more than that. We re the 35,000 people supporting our brands every day. The ones sourcing the nation s favourite breakfast, plating up family favourites, and the great night s sleep guaranteed people. We re also always preparing for new openings, looking ahead and revamping our online presence. We do it for our guests, and it s the details that keep them returning time and time again. We could be at the end of their road, their trusty choice for business trips, or we could be the place they associate with big celebrations up and down the country. We re a constant in a changing world, and we d love you to join us. Bring your energy, ideas and sense of fun, we re waiting and so are our brands. Meeting our ambitious goals to expand and reach new locations across the globe requires serious planning. It means analysing every little detail, spotting and overcoming barriers and working towards our ambitious plans. Think decision science, pricing, revenue and sales, and you re there. With a lot of doing to be done, you can be part of making big change happen across the globe. Bring your drive and enthusiasm, and we ll welcome you in. Whitbread is an inclusive employer, strongly believing that everyone is unique and there should be no limits to ambition. We welcome your application whatever your background or situation. We are open to flexible working and, where possible, will try to support this.
The Role
STEM Learning’s vision is to achieve a world-leading STEM education for all young people across the UK. Technology and digital systems are crucial to delivering that vision. This role work towards that vision by:
ensuring a first class IT experience is provided to all our service users
delivering a portfolio of services to enable and support the business goals
championing digital tools, processes and effective ways of working
To achieve this you will:
ensure excellent customer service delivery through:
a skilled and performant support team and structure
appropriate and efficient processes, tools, documentation and communication
setting and monitoring of key performance indicators
regularly capturing feedback from service users
own service management processes including Incident/problem management, change management, release management, service request/access management
drive service improvement based in user feedback and logged call trends
take ownership of all user service requests ensuring that they are handled appropriately and as efficiently as possible
act as the point of escalation for incidents and coordinate any major incident response.
have a first-rate understanding of the key business services to enable high quality service delivery, to support diagnosis and resolution of more complex support issues, and to aid impact analysis of service failure
identify, plan and deliver new software or service implementations, working with external partners as required.
monitor and manage 3rd party support contracts, ensuring they provide value for money and an effective service
be an ambassador for IT support, working across the business to provide effective communication on IT matters and build relationships with other teams
plan and monitor IT service/support budgets, reporting regularly to the Head of IT
proactively contribute to overall risk reduction and management, work with Head of IT, Compliance coordinator and others to continuously improve our position. Feed into internal and external audits as required
Our Ideal Candidate
You should be a proactive, driven individual with a passion for service improvement and customer service.
Significant, demonstrable experience –
leading and enhancing service delivery and support teams
building and improving service delivery processes
developing individuals and teams
Identifying, procuring and delivering new IT systems and solutions
Understanding of the ITIL service management framework and how to shape the “toolkit” to make it an appropriate fit for the business
Strong interpersonal and relationship development skills
Excellent leadership and people management skills
Sound technical knowledge of modern Microsoft business platforms including one or more of Office 365, Dynamics 365, Business Central and SharePoint.
A good technical understanding of the broader technology landscape so as to provide an effective escalation point for complex issues
Self-motivated and dynamic
Other Information
This is a fixed-term role for 14 months to cover maternity leave. The role is based in York at least 3 days a week and working from home available for the other 2 if desired. The role holder will be required to undertake some UK travel and occasional overnight stays.
Some flexibility of working hours will be required to meet the demands of the role at key times, for example during any major incidents or significant project milestones.
Mar 21, 2022
Full time
The Role
STEM Learning’s vision is to achieve a world-leading STEM education for all young people across the UK. Technology and digital systems are crucial to delivering that vision. This role work towards that vision by:
ensuring a first class IT experience is provided to all our service users
delivering a portfolio of services to enable and support the business goals
championing digital tools, processes and effective ways of working
To achieve this you will:
ensure excellent customer service delivery through:
a skilled and performant support team and structure
appropriate and efficient processes, tools, documentation and communication
setting and monitoring of key performance indicators
regularly capturing feedback from service users
own service management processes including Incident/problem management, change management, release management, service request/access management
drive service improvement based in user feedback and logged call trends
take ownership of all user service requests ensuring that they are handled appropriately and as efficiently as possible
act as the point of escalation for incidents and coordinate any major incident response.
have a first-rate understanding of the key business services to enable high quality service delivery, to support diagnosis and resolution of more complex support issues, and to aid impact analysis of service failure
identify, plan and deliver new software or service implementations, working with external partners as required.
monitor and manage 3rd party support contracts, ensuring they provide value for money and an effective service
be an ambassador for IT support, working across the business to provide effective communication on IT matters and build relationships with other teams
plan and monitor IT service/support budgets, reporting regularly to the Head of IT
proactively contribute to overall risk reduction and management, work with Head of IT, Compliance coordinator and others to continuously improve our position. Feed into internal and external audits as required
Our Ideal Candidate
You should be a proactive, driven individual with a passion for service improvement and customer service.
Significant, demonstrable experience –
leading and enhancing service delivery and support teams
building and improving service delivery processes
developing individuals and teams
Identifying, procuring and delivering new IT systems and solutions
Understanding of the ITIL service management framework and how to shape the “toolkit” to make it an appropriate fit for the business
Strong interpersonal and relationship development skills
Excellent leadership and people management skills
Sound technical knowledge of modern Microsoft business platforms including one or more of Office 365, Dynamics 365, Business Central and SharePoint.
A good technical understanding of the broader technology landscape so as to provide an effective escalation point for complex issues
Self-motivated and dynamic
Other Information
This is a fixed-term role for 14 months to cover maternity leave. The role is based in York at least 3 days a week and working from home available for the other 2 if desired. The role holder will be required to undertake some UK travel and occasional overnight stays.
Some flexibility of working hours will be required to meet the demands of the role at key times, for example during any major incidents or significant project milestones.
Peninsula Business Services is the leading UK's Employment Law and Health & Safety Specialists, providing an integral service to our 28,000 Client's daily business operations An exciting opportunity has arisen to join the growing ICT Department and become a member of the InfoSec team working in a dynamic and fast-paced environment with new challenges every day. Based in our Manchester Head Office. It is an exciting time to join the business as we rationalise our current infrastructure and embark on our journey to Cloud based services. You will work collaboratively with the business and wider IT team (Infrastructure, Network, Development, DevOps and Service Desk) to provide governance and security for existing and new services A broad technical knowledge is required, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management. You will be forward thinking, customer focussed and self-motivated with the drive to improve all IT services and the user experience Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything you do Demonstrate strong organisational skills and be accountable for your daily workload Demonstrate a systematic, disciplined and analytical approach Be customer focussed and ardent in ensuring that colleagues receive a high quality of service The purpose of this role is to provide technical leadership to the Information Cyber Security Team and to support the InfoSec Manager to ensure that the business is protected against cyber security threats and that data is kept secure at all times. This will mean proactive planning, rapid responses to all security threats and incidents and serving as an escalation point for the other members of the team. The team currently has responsibility for all sites in the UK and Ireland with advisory responsibility for international sites in Canada, Australia and New Zealand The key objectives of your role are: To ensure that the InfoSec Manager and Group Head of IT Service Delivery UKI are kept informed of progress and in particular are told of major problems and / or issues in a timely manner You will be analysing security events, identifying issues, and recommending solutions Keeping up-to-date with current threats, technologies and solutions You will also be working with our Infrastructure, Network, Service Desk and Development teams to provide leadership and expertise in the field of information and cyber security best practices. You will understand the concept of layered security and bring experience in regard to vulnerability scanning and threat hunting. You will have proven experience with security investigations, including responding to incidents involving malware, data loss, or network intrusion. Work closely with the information security manager and wider business to develop and improve the current security strategies and processes Provide technical leadership for all security systems and tools, especially SIEM, DLP and Endpoint Protection technologies Lead security investigations and improve monitoring/reporting processes and security incident alerting Research security solutions and develop new and existing SOC processes for this rapidly changing landscape Assist with projects involving penetration testing and vulnerability assessments Develop and maintain our security procedures and update standards and documentation Assist the InfoSec manager to ensure adherence to ISO27001 and Cyber Essentials Plus accreditation. Lead Security investigations, including responding to incidents involving malware, data loss, or network intrusion Have a thorough knowledge of all key infrastructure including ADS, DNS, email security, endpoint security and virtualization technologies. Innovation and Continual Service Improvements. Identify opportunities for automation and on-going improvements to existing services. Work collaboratively with team members and support functions to resolve issues in a timely manner Proactively monitor IT services Take ownership, investigate and resolve escalated tickets The successful Senior Cyber Security Analyst should have solid experience in most of the following: SIEM solutions such as LogRhythm Endpoint Protection services such as SentinelOne Mimecast and Office 365 Data Loss Prevention tools such as Digital Guardian CASB Nessus Have a strong knowledge in public and private cloud environments such as AWS and Microsoft Azure. Understanding of GDPR, data protection and information governance. Currently be working with one of the following standards: ISO27001 or PCI-DSS Have earned a degree in a computer related subject or equivalent experience in Cyber Security ITIL experience. Third Line Support experience. What you bring to the Team Driven and results orientated Positive outlook and a focus on high quality delivery Strong communicator Must have the ability to communicate complex concepts and ideas easily to the team Must be reliable Able to work under pressure in all situations The ideal candidate will ensure that correct decisions are made and issues acted on in a timely manner. Be passionate about data and cyber security What's on offer? Generous basic salary up to £40k DOE The role is a permanent position with a 6-month probationary period. The working week is based on 37.5 hours 25 Days Holiday + Bank Holidays Profit Share Scheme Breakfast provided each Monday morning & monthly drinks Contributory company pension scheme Childcare voucher scheme Access to the Employee Assistance Programme (EAP) Utilising cutting edge software along with the latest technologies backed by huge investment and infrastructure, where else would you want to develop your career as an IT professional? INDPENO/ P967124LCR
Nov 04, 2021
Full time
Peninsula Business Services is the leading UK's Employment Law and Health & Safety Specialists, providing an integral service to our 28,000 Client's daily business operations An exciting opportunity has arisen to join the growing ICT Department and become a member of the InfoSec team working in a dynamic and fast-paced environment with new challenges every day. Based in our Manchester Head Office. It is an exciting time to join the business as we rationalise our current infrastructure and embark on our journey to Cloud based services. You will work collaboratively with the business and wider IT team (Infrastructure, Network, Development, DevOps and Service Desk) to provide governance and security for existing and new services A broad technical knowledge is required, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management. You will be forward thinking, customer focussed and self-motivated with the drive to improve all IT services and the user experience Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything you do Demonstrate strong organisational skills and be accountable for your daily workload Demonstrate a systematic, disciplined and analytical approach Be customer focussed and ardent in ensuring that colleagues receive a high quality of service The purpose of this role is to provide technical leadership to the Information Cyber Security Team and to support the InfoSec Manager to ensure that the business is protected against cyber security threats and that data is kept secure at all times. This will mean proactive planning, rapid responses to all security threats and incidents and serving as an escalation point for the other members of the team. The team currently has responsibility for all sites in the UK and Ireland with advisory responsibility for international sites in Canada, Australia and New Zealand The key objectives of your role are: To ensure that the InfoSec Manager and Group Head of IT Service Delivery UKI are kept informed of progress and in particular are told of major problems and / or issues in a timely manner You will be analysing security events, identifying issues, and recommending solutions Keeping up-to-date with current threats, technologies and solutions You will also be working with our Infrastructure, Network, Service Desk and Development teams to provide leadership and expertise in the field of information and cyber security best practices. You will understand the concept of layered security and bring experience in regard to vulnerability scanning and threat hunting. You will have proven experience with security investigations, including responding to incidents involving malware, data loss, or network intrusion. Work closely with the information security manager and wider business to develop and improve the current security strategies and processes Provide technical leadership for all security systems and tools, especially SIEM, DLP and Endpoint Protection technologies Lead security investigations and improve monitoring/reporting processes and security incident alerting Research security solutions and develop new and existing SOC processes for this rapidly changing landscape Assist with projects involving penetration testing and vulnerability assessments Develop and maintain our security procedures and update standards and documentation Assist the InfoSec manager to ensure adherence to ISO27001 and Cyber Essentials Plus accreditation. Lead Security investigations, including responding to incidents involving malware, data loss, or network intrusion Have a thorough knowledge of all key infrastructure including ADS, DNS, email security, endpoint security and virtualization technologies. Innovation and Continual Service Improvements. Identify opportunities for automation and on-going improvements to existing services. Work collaboratively with team members and support functions to resolve issues in a timely manner Proactively monitor IT services Take ownership, investigate and resolve escalated tickets The successful Senior Cyber Security Analyst should have solid experience in most of the following: SIEM solutions such as LogRhythm Endpoint Protection services such as SentinelOne Mimecast and Office 365 Data Loss Prevention tools such as Digital Guardian CASB Nessus Have a strong knowledge in public and private cloud environments such as AWS and Microsoft Azure. Understanding of GDPR, data protection and information governance. Currently be working with one of the following standards: ISO27001 or PCI-DSS Have earned a degree in a computer related subject or equivalent experience in Cyber Security ITIL experience. Third Line Support experience. What you bring to the Team Driven and results orientated Positive outlook and a focus on high quality delivery Strong communicator Must have the ability to communicate complex concepts and ideas easily to the team Must be reliable Able to work under pressure in all situations The ideal candidate will ensure that correct decisions are made and issues acted on in a timely manner. Be passionate about data and cyber security What's on offer? Generous basic salary up to £40k DOE The role is a permanent position with a 6-month probationary period. The working week is based on 37.5 hours 25 Days Holiday + Bank Holidays Profit Share Scheme Breakfast provided each Monday morning & monthly drinks Contributory company pension scheme Childcare voucher scheme Access to the Employee Assistance Programme (EAP) Utilising cutting edge software along with the latest technologies backed by huge investment and infrastructure, where else would you want to develop your career as an IT professional? INDPENO/ P967124LCR
ICT Engineer - Manchester - £20 - £25k Service Desk and Technical Assistance; Use the Service Desk software to report, log and correspond to all incidents and Service Requests Communicate with school-based staff to inform them of actions and progress of reported incidents and problems Assist school-based staff and students with technical issues* Assist with completion of change work as directed by the Service Desk Upon request provide out-of-hours technical support to Managed Service customers either yourself or through an allocated member of your school team** Provide high levels of customer service Managed Service Operation; Ensure daily, weekly, and termly routine tasks are correctly assigned, implemented and monitored alongside Regional Technical Service and Service Relationship Management teams (this includes daily remote 'green-light' system events) Ensure that start-of-year and end-of-year procedures are correctly assigned, implemented, and monitored for each site Line-manage the Onsite ICT Technician(s) in line with policies - including input into recruitment, performance management and disciplinary matters if required. Manage Change Request and the Change Management processes with the customers. Manage Change Management process with the Service Operations Team and Sales Team Liaise with third-party suppliers/partners on behalf of the client/company and manage escalation where required Triage and manage Major Incidents (MI) Maintain and manage school asset recording systems Maintain and manage school swap stock systems Maintain and manage site CSA reports Complete documentation to standard and at the request of the MST Input into Continual Service Improvement initiatives and ITIL process development Input into ICT strategic planning alongside the Service Relationship Manager Attend ICT steerage meetings and advise on school ICT usage/training requirements Work with school leaders to develop and deliver ICT drop in training/sessions as and when appropriate Technical Service Management Tasks; Manage, maintain, and deploy images to workstations or laptops Maintain printer management systems*** and monitor networked printer queues Create/restore workstation/laptop images Complete Active Directory administration (new users, password resets etc.) Maintain Hyper-v environment Monitor and configure Veeam backups Monitor and maintain SCCM (MS updates, AV and image deployment) Monitor and maintain Webfilter applications Monitor and maintain network switch environment Monitor and maintain Office 365/Google environments Maintain all on-site documentation Please send your CV for further information.
Oct 07, 2021
Full time
ICT Engineer - Manchester - £20 - £25k Service Desk and Technical Assistance; Use the Service Desk software to report, log and correspond to all incidents and Service Requests Communicate with school-based staff to inform them of actions and progress of reported incidents and problems Assist school-based staff and students with technical issues* Assist with completion of change work as directed by the Service Desk Upon request provide out-of-hours technical support to Managed Service customers either yourself or through an allocated member of your school team** Provide high levels of customer service Managed Service Operation; Ensure daily, weekly, and termly routine tasks are correctly assigned, implemented and monitored alongside Regional Technical Service and Service Relationship Management teams (this includes daily remote 'green-light' system events) Ensure that start-of-year and end-of-year procedures are correctly assigned, implemented, and monitored for each site Line-manage the Onsite ICT Technician(s) in line with policies - including input into recruitment, performance management and disciplinary matters if required. Manage Change Request and the Change Management processes with the customers. Manage Change Management process with the Service Operations Team and Sales Team Liaise with third-party suppliers/partners on behalf of the client/company and manage escalation where required Triage and manage Major Incidents (MI) Maintain and manage school asset recording systems Maintain and manage school swap stock systems Maintain and manage site CSA reports Complete documentation to standard and at the request of the MST Input into Continual Service Improvement initiatives and ITIL process development Input into ICT strategic planning alongside the Service Relationship Manager Attend ICT steerage meetings and advise on school ICT usage/training requirements Work with school leaders to develop and deliver ICT drop in training/sessions as and when appropriate Technical Service Management Tasks; Manage, maintain, and deploy images to workstations or laptops Maintain printer management systems*** and monitor networked printer queues Create/restore workstation/laptop images Complete Active Directory administration (new users, password resets etc.) Maintain Hyper-v environment Monitor and configure Veeam backups Monitor and maintain SCCM (MS updates, AV and image deployment) Monitor and maintain Webfilter applications Monitor and maintain network switch environment Monitor and maintain Office 365/Google environments Maintain all on-site documentation Please send your CV for further information.
Service Desk Manager IT Service Desk Manager Manchester - United Kingdom £45,000 (Plus Benefits) The IT Service Desk Manager will Manage the day to day operation of the IT Service Desk ensuring that all Service Desk staff record, prioritise and manage the lifecycle of Incidents and Service Requests efficiently, with a high level of customer service and in accordance with Service Level Agreements Key Responsibilities/Accountabilities * Manage the overall 24x7 Service Desk operation ensuring that all shifts are adequately staffed at all times. * Ensure that all Service Desk staff are fully trained to follow Service Desk processes and procedures effectively. * Establish and maintain an excellent relationship with key stakeholders and act as the first level of escalation * Take accountability for Service Desk personnel management including the team rota, sickness, holidays, personal development plans, annual reviews, training etc. * Carry out regular team 1:1's, and develop and manage annual staff appraisal and training plans. * Manage and maintain the content, format and availability of the Service Desk tool. Carry out regular reviews of the information content to ensure that it is all still relevant in accordance with the Managed Services contract and that it's functionality is regularly reviewed In an effort to underpin all embedded Service Management processes. * Ensure Service Desk SLA's are achieved. * Contribute to setting and reviewing annual team KPI's ensuring that they are pitched to drive both excellent performance and good behaviours. * Participate in Duty Manager rota and act as an escalation point for any Major Incidents and any escalations that are required to be managed out of hours. * Ensure that the Service Desk Knowledgebase is well maintained and that staff regularly consult this database in order to resolve as many Incidents and Service Requests at First Line as possible and consequently achieve the team KPI for this. * Take responsibility for team distribution of daily reports as well as development of weekly operational and monthly governance reports. * Take ownership of the Major Incident process ensuring that all Major Incidents are quickly escalated and prioritised appropriately, customer communications are accurate and timely, effective resolution is achieved and detailed MI reports are distributed within agreed timescales. * Ensure that the team are carrying out effective Event monitoring and undertaking swift first line preventative action where feasible whilst quickly escalating any necessary action which is out of their scope of duty. * Actively develop the team and provide on-going coaching and feedback to all team members. * Work with the Service Delivery Manager to build a Service Desk strategy. * Identify and initiate service improvement activities which will benefit the operation of the Skills and Knowledge Previous Service Desk Manager experience Business Relationship Management experience Able to work flexible and on call hours Strong organisation skills Ability to prioritise and problem solve Excellent communication and presentation skills, both written and oral ITIL Foundation Certificate v.3 Previous 24/7 Service Desk Manager experience. Knowledge of VMware and Citrix. SDI accreditation Previous ServiceNow experience
Sep 15, 2021
Full time
Service Desk Manager IT Service Desk Manager Manchester - United Kingdom £45,000 (Plus Benefits) The IT Service Desk Manager will Manage the day to day operation of the IT Service Desk ensuring that all Service Desk staff record, prioritise and manage the lifecycle of Incidents and Service Requests efficiently, with a high level of customer service and in accordance with Service Level Agreements Key Responsibilities/Accountabilities * Manage the overall 24x7 Service Desk operation ensuring that all shifts are adequately staffed at all times. * Ensure that all Service Desk staff are fully trained to follow Service Desk processes and procedures effectively. * Establish and maintain an excellent relationship with key stakeholders and act as the first level of escalation * Take accountability for Service Desk personnel management including the team rota, sickness, holidays, personal development plans, annual reviews, training etc. * Carry out regular team 1:1's, and develop and manage annual staff appraisal and training plans. * Manage and maintain the content, format and availability of the Service Desk tool. Carry out regular reviews of the information content to ensure that it is all still relevant in accordance with the Managed Services contract and that it's functionality is regularly reviewed In an effort to underpin all embedded Service Management processes. * Ensure Service Desk SLA's are achieved. * Contribute to setting and reviewing annual team KPI's ensuring that they are pitched to drive both excellent performance and good behaviours. * Participate in Duty Manager rota and act as an escalation point for any Major Incidents and any escalations that are required to be managed out of hours. * Ensure that the Service Desk Knowledgebase is well maintained and that staff regularly consult this database in order to resolve as many Incidents and Service Requests at First Line as possible and consequently achieve the team KPI for this. * Take responsibility for team distribution of daily reports as well as development of weekly operational and monthly governance reports. * Take ownership of the Major Incident process ensuring that all Major Incidents are quickly escalated and prioritised appropriately, customer communications are accurate and timely, effective resolution is achieved and detailed MI reports are distributed within agreed timescales. * Ensure that the team are carrying out effective Event monitoring and undertaking swift first line preventative action where feasible whilst quickly escalating any necessary action which is out of their scope of duty. * Actively develop the team and provide on-going coaching and feedback to all team members. * Work with the Service Delivery Manager to build a Service Desk strategy. * Identify and initiate service improvement activities which will benefit the operation of the Skills and Knowledge Previous Service Desk Manager experience Business Relationship Management experience Able to work flexible and on call hours Strong organisation skills Ability to prioritise and problem solve Excellent communication and presentation skills, both written and oral ITIL Foundation Certificate v.3 Previous 24/7 Service Desk Manager experience. Knowledge of VMware and Citrix. SDI accreditation Previous ServiceNow experience
We have a fantastic contract opportunity for a Service Desk Analyst based in Slough. 6 month contract, starting asap. Inside IR35 - Umbrella Contractors only. The role may involve limited travel to other customer locations. Role of the Service Desk Analyst: The team will cover operational hours between 08:00 and 18:00 on a rota basis. Out of hours working may be a requirement to undertake specific projects or accommodation moves for which prior notification will be given and overtime will be paid. On call, the provision of regular support requirements to Clients before 08.00hrs and after 18.00hrs may be required on a rota basis. If applicable an allowance will be payable. A security clearance check via DBS Certificate is a requirement of the role so if you do not already have one you must be willing to apply on offer Reporting to the Service Support Lead the Service Desk Support Analyst will: * Record all support requests received by telephone or email in the Call Logging System * Follow call handling processes to provide an efficient service for the user including the appropriate use of wrap time, talk time, breaks, hot buttons and logging in. * Record, monitor, update and respond to support requests in a timely manner, owning each call to completion, or, by reassigning it to other areas of the department, as per process. * Use remote support tools to assist users and resolve issues, agreeing to customer visits as a last possible outcome/action. * Undertake the set up and delivery of IT and mobile equipment to users as required. * Proactively monitor requests and systems and act accordingly to fix issues before they become major incidents. * Engage fully and be an active participant in all Critical Incident and Problem Management activities. * Complete all registers as requested eg equipment registers, signing in and out, timesheets etc. * Perform routine maintenance tasks regularly to maintain asset registers and any Call databases within the Call Logging System. * Escalate any unusual events or issues to Team Lead / management asap. * Be prepared to advice, train and cross skill colleagues as an ongoing process to maintain and strengthen team performance. * Act as a project resource, reporting back to project managers, as required. * Perform all required as part of the role such that the team will be successful and all arvato / customer KPI targets will be achieved. * Employ customer focused communication techniques, both written and verbal, in the handling of all requests and face to face communications. * In every activity, support the business by maintaining a commercial focus in all end user or Client communication. Desirable attributes: 1. Working in an ITIL environment. 2. Working in a PRINCE2 environment. 3. Working with telephony systems (VOIP/Digital). If you are an experienced Service Desk Support Analyst looking for your next contract please apply now! "In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full information Global Technology Solutions is acting as an Employment Business in relation to this vacancy..
Sep 09, 2021
Contractor
We have a fantastic contract opportunity for a Service Desk Analyst based in Slough. 6 month contract, starting asap. Inside IR35 - Umbrella Contractors only. The role may involve limited travel to other customer locations. Role of the Service Desk Analyst: The team will cover operational hours between 08:00 and 18:00 on a rota basis. Out of hours working may be a requirement to undertake specific projects or accommodation moves for which prior notification will be given and overtime will be paid. On call, the provision of regular support requirements to Clients before 08.00hrs and after 18.00hrs may be required on a rota basis. If applicable an allowance will be payable. A security clearance check via DBS Certificate is a requirement of the role so if you do not already have one you must be willing to apply on offer Reporting to the Service Support Lead the Service Desk Support Analyst will: * Record all support requests received by telephone or email in the Call Logging System * Follow call handling processes to provide an efficient service for the user including the appropriate use of wrap time, talk time, breaks, hot buttons and logging in. * Record, monitor, update and respond to support requests in a timely manner, owning each call to completion, or, by reassigning it to other areas of the department, as per process. * Use remote support tools to assist users and resolve issues, agreeing to customer visits as a last possible outcome/action. * Undertake the set up and delivery of IT and mobile equipment to users as required. * Proactively monitor requests and systems and act accordingly to fix issues before they become major incidents. * Engage fully and be an active participant in all Critical Incident and Problem Management activities. * Complete all registers as requested eg equipment registers, signing in and out, timesheets etc. * Perform routine maintenance tasks regularly to maintain asset registers and any Call databases within the Call Logging System. * Escalate any unusual events or issues to Team Lead / management asap. * Be prepared to advice, train and cross skill colleagues as an ongoing process to maintain and strengthen team performance. * Act as a project resource, reporting back to project managers, as required. * Perform all required as part of the role such that the team will be successful and all arvato / customer KPI targets will be achieved. * Employ customer focused communication techniques, both written and verbal, in the handling of all requests and face to face communications. * In every activity, support the business by maintaining a commercial focus in all end user or Client communication. Desirable attributes: 1. Working in an ITIL environment. 2. Working in a PRINCE2 environment. 3. Working with telephony systems (VOIP/Digital). If you are an experienced Service Desk Support Analyst looking for your next contract please apply now! "In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full information Global Technology Solutions is acting as an Employment Business in relation to this vacancy..
Reporting to: DEVOPS manager
Location: Liverpool (Central)
ROLE PURPOSE
Huntswood’s success relies on its IT Infrastructure and End-user facilities being available, effective and efficient.
The purpose of the role of the Service Desk Technician is to act as a ‘First and Second level-responder’’ - a first point of contact for all requests logged with the Service Desk. In responding to incidents, user requests and problems, a Service Desk Technician offers a professional, courteous, speedy and effective service to ensure disruption to Huntswood’s business processes and clients are kept to a minimum.
Huntswood takes information security seriously and has achieved certification to ISO27001:2013. A Service Desk technician ensures that Huntswood’s computing facilities are kept secure and that new proposals, installations, upgrades and changes do not breach Huntswood’s security policy or expose us to unnecessary risk.
Job description
* Ensure that incidents and problems logged on Huntswood’s call logging system are responded to quickly, professionally and courteously, ensuring that calls are correctly prioritised and categorised.
* Ensure that identified incidents and problems are descriptively logged and kept up to date on Huntswood’s call logging system.
* Ensure that all incidents, requests and problems are escalated to the appropriate team if they are not able to be resolved within the agreed timescale.
* Strive to resolve a majority of tickets on first contact and to work with the DevOps Manager to identify opportunities to further improve the number of tickets resolve on first contact.
* Provide remote support across Huntswood sites.
* Be a true team player, working professionally and constructively with colleagues offering help and assistance with incidents, user requests, problems and projects.
* Ensure Huntswood’s computing facilities are kept secure to reduce the risk of breaches of confidentiality, integrity and availability.
* Ensuring the IT Team’s documentation is kept up to date.
* Carry out manual handling, moving desktop equipment during desk and office moves as well as project set ups.
* Perform daily tasks as per the IT schedule including server backups, performance and capacity monitoring.
Person Specification
Essential
* Excellent Customer Service skills
* Enjoy working in a busy environment with changing priorities and goals
* Good level of understanding of a Microsoft Windows Active Directory environment including GPO
* Be able to demonstrate a good understanding of the major Microsoft packages namely Microsoft Windows and Office.
* Good level of understanding of TCP/IP and network troubleshooting
* Current IT qualification, preferably Microsoft, Cisco or VMware. Or be able to demonstrate the equivalent experience and knowledge.
* Be able to demonstrate excellent problem management skills.
* Excellent business communication skills, with the skills to communicate at all levels.
* Excellent time management.
* Capable of moving desktop equipment in an office environment.
* Experience of working in an ITIL aligned environment.
* An out-of-the-box thinker with a passion for IT and how information technology and new technology can be used to improve Huntswood.
* Good understanding of scripting language such as PowerShell
* Comfortable giving training to other team members
Desirable
* Good level of understanding of a virtualised computing environment, preferably VMware.
* Expert level of understanding of a Microsoft Windows Active Directory environment.
* Be able to demonstrate an expert understanding of the major Microsoft packages namely Microsoft Windows and Office.
* Expert level of understanding of the latest Microsoft Exchange technologies.
* Any of the following IT qualifications; CompTIA A+, Microsoft Certified IT Professional (MCITP), Cisco Certified Network Associate (CCNA), ITIL foundation v3
* Experience of supporting any of the following; Microsoft Dynamics CRM, Hitec Labs DatastoreDSX, Epicor E4SE/EBO.
* Experience of working with ISO27001:2013.
* Advanced understanding of LAN/WAN technology.
* Experience of modern telephony systems including VOIP, preferably AVAYA.
* Good project management skills
* Degree in a relevant subject.
* Full and clean driving license.
CORE BEHAVIOURS
To work with, Huntswood’s employees are described as dependable, driven and collaborative. The job holder should be able to demonstrate they are;
* Confidential, reliable and genuine
* Dynamic, passionate and determined
* Friendly, compassionate and cooperative
Oct 29, 2018
Reporting to: DEVOPS manager
Location: Liverpool (Central)
ROLE PURPOSE
Huntswood’s success relies on its IT Infrastructure and End-user facilities being available, effective and efficient.
The purpose of the role of the Service Desk Technician is to act as a ‘First and Second level-responder’’ - a first point of contact for all requests logged with the Service Desk. In responding to incidents, user requests and problems, a Service Desk Technician offers a professional, courteous, speedy and effective service to ensure disruption to Huntswood’s business processes and clients are kept to a minimum.
Huntswood takes information security seriously and has achieved certification to ISO27001:2013. A Service Desk technician ensures that Huntswood’s computing facilities are kept secure and that new proposals, installations, upgrades and changes do not breach Huntswood’s security policy or expose us to unnecessary risk.
Job description
* Ensure that incidents and problems logged on Huntswood’s call logging system are responded to quickly, professionally and courteously, ensuring that calls are correctly prioritised and categorised.
* Ensure that identified incidents and problems are descriptively logged and kept up to date on Huntswood’s call logging system.
* Ensure that all incidents, requests and problems are escalated to the appropriate team if they are not able to be resolved within the agreed timescale.
* Strive to resolve a majority of tickets on first contact and to work with the DevOps Manager to identify opportunities to further improve the number of tickets resolve on first contact.
* Provide remote support across Huntswood sites.
* Be a true team player, working professionally and constructively with colleagues offering help and assistance with incidents, user requests, problems and projects.
* Ensure Huntswood’s computing facilities are kept secure to reduce the risk of breaches of confidentiality, integrity and availability.
* Ensuring the IT Team’s documentation is kept up to date.
* Carry out manual handling, moving desktop equipment during desk and office moves as well as project set ups.
* Perform daily tasks as per the IT schedule including server backups, performance and capacity monitoring.
Person Specification
Essential
* Excellent Customer Service skills
* Enjoy working in a busy environment with changing priorities and goals
* Good level of understanding of a Microsoft Windows Active Directory environment including GPO
* Be able to demonstrate a good understanding of the major Microsoft packages namely Microsoft Windows and Office.
* Good level of understanding of TCP/IP and network troubleshooting
* Current IT qualification, preferably Microsoft, Cisco or VMware. Or be able to demonstrate the equivalent experience and knowledge.
* Be able to demonstrate excellent problem management skills.
* Excellent business communication skills, with the skills to communicate at all levels.
* Excellent time management.
* Capable of moving desktop equipment in an office environment.
* Experience of working in an ITIL aligned environment.
* An out-of-the-box thinker with a passion for IT and how information technology and new technology can be used to improve Huntswood.
* Good understanding of scripting language such as PowerShell
* Comfortable giving training to other team members
Desirable
* Good level of understanding of a virtualised computing environment, preferably VMware.
* Expert level of understanding of a Microsoft Windows Active Directory environment.
* Be able to demonstrate an expert understanding of the major Microsoft packages namely Microsoft Windows and Office.
* Expert level of understanding of the latest Microsoft Exchange technologies.
* Any of the following IT qualifications; CompTIA A+, Microsoft Certified IT Professional (MCITP), Cisco Certified Network Associate (CCNA), ITIL foundation v3
* Experience of supporting any of the following; Microsoft Dynamics CRM, Hitec Labs DatastoreDSX, Epicor E4SE/EBO.
* Experience of working with ISO27001:2013.
* Advanced understanding of LAN/WAN technology.
* Experience of modern telephony systems including VOIP, preferably AVAYA.
* Good project management skills
* Degree in a relevant subject.
* Full and clean driving license.
CORE BEHAVIOURS
To work with, Huntswood’s employees are described as dependable, driven and collaborative. The job holder should be able to demonstrate they are;
* Confidential, reliable and genuine
* Dynamic, passionate and determined
* Friendly, compassionate and cooperative
Our Information Services (IS) team are based out of our Shared Service Centre in Liverpool and we are looking for an Application Services Manager to join the team.
So who are we? We're the people who make top 10 UK grocery brand Kingsmill as well as Burgen, Allinson and Sunblest. We're a part of Associated British Foods (ABF) plc, a major international business with a turnover of £12.3bn and close to 106,000 employees working in 47 countries.
The role:
The prime responsibility of this role is to support and develop IS services used by the organisation and to ensure that application services are monitored and supported at all times, then as required manage incidents to resolve user issues and resource projects designed to upgrade them. This is an excellent opportunity for a manager with proven experience of managing a multi skilled team of development and support staff to make a difference to our transforming team. We need someone who is keen to input new ideas and innovative ways of working into the organisation. One aim is to move towards a DevOps method of working and experience in this area will be valuable although not essential.
This role is focussed on managing a technical applications development and support resource pool, both on and off-site and is not a SDM role, although working in partnership with the SDM will be essential to success. You will work as part of a wider Application Services Management team to ensure services are delivered through utilisation of specific knowledge and development of technical skills across the team. This role requires you to be skilled in stakeholder management within IS and with external stakeholders.
Key Accountabilities:
Through a good understanding of ITIL best practice you will ensure process and control exists and is applied for all major processes, including incident, change, release and problem management.
Definition and support of 3rd Party Vendor Service and Operational Level agreements and related reporting measures, providing an effective interface between users and providers.
Working with your own and other Support and Development teams to ensure the design, set up, testing and deployment of new functionality as part of the IS strategy via a robust Change and Release process.
Direct and co-ordinate the activities of the team, ensuring the right level of capability exists to meet current and future business needs. Resource management within the team for project and BAU work is a key requirement of the role.
Skills:
To be successful in this role you must have a great understanding of ITIL, application landscapes and resourcing in practice, with sound leadership skills. As well as being skilled in negotiation and stakeholder management, you will be comfortable managing relationships at all levels and will possess good communicate skills. With people at the forefront of your approach, we are looking for clear evidence of team leadership and development across similar roles. To support all this you will also need a good technical understanding of application and to a lesser extent infrastructure services and the complexities of them.
Oct 09, 2018
Full time
Our Information Services (IS) team are based out of our Shared Service Centre in Liverpool and we are looking for an Application Services Manager to join the team.
So who are we? We're the people who make top 10 UK grocery brand Kingsmill as well as Burgen, Allinson and Sunblest. We're a part of Associated British Foods (ABF) plc, a major international business with a turnover of £12.3bn and close to 106,000 employees working in 47 countries.
The role:
The prime responsibility of this role is to support and develop IS services used by the organisation and to ensure that application services are monitored and supported at all times, then as required manage incidents to resolve user issues and resource projects designed to upgrade them. This is an excellent opportunity for a manager with proven experience of managing a multi skilled team of development and support staff to make a difference to our transforming team. We need someone who is keen to input new ideas and innovative ways of working into the organisation. One aim is to move towards a DevOps method of working and experience in this area will be valuable although not essential.
This role is focussed on managing a technical applications development and support resource pool, both on and off-site and is not a SDM role, although working in partnership with the SDM will be essential to success. You will work as part of a wider Application Services Management team to ensure services are delivered through utilisation of specific knowledge and development of technical skills across the team. This role requires you to be skilled in stakeholder management within IS and with external stakeholders.
Key Accountabilities:
Through a good understanding of ITIL best practice you will ensure process and control exists and is applied for all major processes, including incident, change, release and problem management.
Definition and support of 3rd Party Vendor Service and Operational Level agreements and related reporting measures, providing an effective interface between users and providers.
Working with your own and other Support and Development teams to ensure the design, set up, testing and deployment of new functionality as part of the IS strategy via a robust Change and Release process.
Direct and co-ordinate the activities of the team, ensuring the right level of capability exists to meet current and future business needs. Resource management within the team for project and BAU work is a key requirement of the role.
Skills:
To be successful in this role you must have a great understanding of ITIL, application landscapes and resourcing in practice, with sound leadership skills. As well as being skilled in negotiation and stakeholder management, you will be comfortable managing relationships at all levels and will possess good communicate skills. With people at the forefront of your approach, we are looking for clear evidence of team leadership and development across similar roles. To support all this you will also need a good technical understanding of application and to a lesser extent infrastructure services and the complexities of them.
Job Title Monitoring & Capacity Manager
Position reports to: DCS Head of Technical Support
DCS Team: Monitoring & Capacity
Department: Data Centre Services
Employment status: Full-Time
We are SCC – Specialist Computer Centres – Europe’s leading provider of IT services and solutions. Demand for our Data Centre services continues to grow both from existing and new customers creating a real career opportunity for a talented individual to join us at our Birmingham Data Centre as a Monitoring Engineer.
Key Responsibilities
• To manage the Monitoring & Capacity team within SCC
• Ensure the current monitoring toolset (SCOM, StableNet) are used as efficiently and productively within its supported infrastructure.
• Look to develop and enhance where possible using service improvement for both SCOM and StableNet.
• Ensure there is effective operational support in place to cover all contractual support requirements.
• Resource management of the delivery unit ensuring that sufficient trained and security cleared people are available for Live Service and Project work.
• Develop individual people in order to continually improve their performance and advance them within their role community.
• Acting as the lead for all operational aspects of the technology stream delivery and support
• Identify and prioritise Technical Problems and potential Service Improvements.
• Working with the other teams to define procedures to be followed and the touch-points to be managed by delivery managers in the event of ‘Significant’, ‘High Priority’ and ‘Major’ infrastructure incidents.
• As leader and manager ensure all aspects of operation delivery day to day tasks such as Infrastructure, OS and User environment support and maintenance are delivered in accordance with required Service Level and contractual agreements.
• Create and maintain a roadmap timeline describing the evolution and delivery of service improvements within the specified delivery unit.
Attributes of Successful Candidate
• Determined, can-do attitude
• Ability to work on own as well as part of a team
• Passionate about technology, attention to detail, good work ethic
Skills Knowledge & Experience
The ideal candidate will be self-motivated with a track record of working with a datacentre technology stack and an appreciation of support and service transition. Candidate must have experience of working in a large solution provider with a rapidly expanding customer base. They will have managed a technical team or teams within a BAU and Project environment and have experience leading High Priority incidents and changes.
Skills
Essential:
• Minimum 3 year’s experience managing a technical team(s)
• Technical support experience for the following
o SCOM 2007
o SCOM 2012
o StableNet
o SCCM
o Orchestrator
• Windows Server Administration (2003, 2008, 2012)
• Unix Server Administration (Solaris, Linux, Red Hat, AIX, HP)
• Knowledge of support and configuration for SNMP v1,2,3
• Ability to work with technical teams and end users to resolve application issues and performance issues
• Solid understanding of Network infrastructure and protocols Technologies (LAN, WAN, TCP/IP, VPN, etc.)
• Ability to troubleshoot complex, technical, multi-site and multi-disciplinary problems and incidents
• Ability to work under pressure and to tight deadlines
Desirable:
• ITIL Certified
• SCOM Certification
• Scripting knowledge (PowerShell, shell, Perl)
• SQL DBA skills
Why work @ SCC?
We know that our people make us possible – and we reward hard work. As an SCC employee you will have access to a range of benefits, just for being part of the team.
As part of the Rigby Group PLC, We are able to offer inter-company privileges and corporate reward schemes to each of our people. Plus discounts and salary sacrifice options. In fact, our benefits make it easy for you to maintain an healthy work/life balance – and save a little bit of money along the way.
Interested ? If so call (Apply online only) alternatively send your CV to Andrea Hoffman
Sep 09, 2016
Job Title Monitoring & Capacity Manager
Position reports to: DCS Head of Technical Support
DCS Team: Monitoring & Capacity
Department: Data Centre Services
Employment status: Full-Time
We are SCC – Specialist Computer Centres – Europe’s leading provider of IT services and solutions. Demand for our Data Centre services continues to grow both from existing and new customers creating a real career opportunity for a talented individual to join us at our Birmingham Data Centre as a Monitoring Engineer.
Key Responsibilities
• To manage the Monitoring & Capacity team within SCC
• Ensure the current monitoring toolset (SCOM, StableNet) are used as efficiently and productively within its supported infrastructure.
• Look to develop and enhance where possible using service improvement for both SCOM and StableNet.
• Ensure there is effective operational support in place to cover all contractual support requirements.
• Resource management of the delivery unit ensuring that sufficient trained and security cleared people are available for Live Service and Project work.
• Develop individual people in order to continually improve their performance and advance them within their role community.
• Acting as the lead for all operational aspects of the technology stream delivery and support
• Identify and prioritise Technical Problems and potential Service Improvements.
• Working with the other teams to define procedures to be followed and the touch-points to be managed by delivery managers in the event of ‘Significant’, ‘High Priority’ and ‘Major’ infrastructure incidents.
• As leader and manager ensure all aspects of operation delivery day to day tasks such as Infrastructure, OS and User environment support and maintenance are delivered in accordance with required Service Level and contractual agreements.
• Create and maintain a roadmap timeline describing the evolution and delivery of service improvements within the specified delivery unit.
Attributes of Successful Candidate
• Determined, can-do attitude
• Ability to work on own as well as part of a team
• Passionate about technology, attention to detail, good work ethic
Skills Knowledge & Experience
The ideal candidate will be self-motivated with a track record of working with a datacentre technology stack and an appreciation of support and service transition. Candidate must have experience of working in a large solution provider with a rapidly expanding customer base. They will have managed a technical team or teams within a BAU and Project environment and have experience leading High Priority incidents and changes.
Skills
Essential:
• Minimum 3 year’s experience managing a technical team(s)
• Technical support experience for the following
o SCOM 2007
o SCOM 2012
o StableNet
o SCCM
o Orchestrator
• Windows Server Administration (2003, 2008, 2012)
• Unix Server Administration (Solaris, Linux, Red Hat, AIX, HP)
• Knowledge of support and configuration for SNMP v1,2,3
• Ability to work with technical teams and end users to resolve application issues and performance issues
• Solid understanding of Network infrastructure and protocols Technologies (LAN, WAN, TCP/IP, VPN, etc.)
• Ability to troubleshoot complex, technical, multi-site and multi-disciplinary problems and incidents
• Ability to work under pressure and to tight deadlines
Desirable:
• ITIL Certified
• SCOM Certification
• Scripting knowledge (PowerShell, shell, Perl)
• SQL DBA skills
Why work @ SCC?
We know that our people make us possible – and we reward hard work. As an SCC employee you will have access to a range of benefits, just for being part of the team.
As part of the Rigby Group PLC, We are able to offer inter-company privileges and corporate reward schemes to each of our people. Plus discounts and salary sacrifice options. In fact, our benefits make it easy for you to maintain an healthy work/life balance – and save a little bit of money along the way.
Interested ? If so call (Apply online only) alternatively send your CV to Andrea Hoffman
CVL
Corchester Walk, Newcastle upon Tyne NE7 7SS, UK
CV Submission Deadline: 13/09/2016 @ 15:00 pm
Contract Length: 31/10/2016 (negotiable) to 01/04/2017
DEPARTMENT FOR WORK & PENSIONS
•Leads and directs infrastructure specialists teams in building, managing, supporting and maintaining infrastructure solutions
•infrastructure facilities such as data centres and equipment/communications rooms
•develops the strategic and tactical roadmaps for technologies and services in area of responsibility ensuring they are future proofed and the organisation derives maximum value from investment in technologies
•owns the operational relationships with suppliers ensuring services and products are delivered aligned to industry best practice, regulatory and contractual requirements
General Responsibilities
•lead the teams ensuring all the capabilities, processes and skills are optimised to ensure that all services resident in DWP or 3rd party facilities, are built, configured, maintained and operated to best practise standards aligned to organisation and service requirements, IT and Department strategy and policy and KPIs
•develops fit for purpose Management Information Reporting for areas of responsibility according to DWP and/or industry best practise standards in support of service, financial management and decision making e.g. performance, trends and capacity reporting
•develop, agree and manage budgets and ownership of financial performance for own area of responsibility ensuring all expenditure is appropriately planned, authorised and progressed
•manage projects and programmes in own area of accountability throughout lifecycle
•aligned to Departmental or industry best practise standards
•act as Major Incident manager and escalation point for all service related issues in area of accountability
•managing the supplier relationship of key strategic services to ensure that
•services are aligned with best practice and delivers value for money and technical stability to the Departments environment
•negotiations and contracts are aligned to best practise, IT and infrastructure strategy with reference to own area of responsibility
•provide specialist technical support and assistance to
•the development of IT and infrastructure strategy supporting the organisational strategy and Key Performance Indicators
•infrastructure projects ensuring definition and delivery of requisite non-functional requirements
•architectural and roadmap developments
•continual service improvement
•lead, coach and mentor team to ensure
•provision of first class service
•consistent levels of capability available as required by the organisation
•continuous personal development progressed in line with organisation requirements
•own risk register for technical area, ensuring that appropriate management and mitigation plans and actions are implemented.
Essential Experience:
Leading teams/departments in the design, implementation, administration and support of infrastructure solutions and services
•Strategic supplier management, contract negotiation and performance management
•Management of infrastructure programmes and projects utilising project methodologies such as Agile, PRINCE2
•ITIL Master/Expert with experience in information technology strategy, planning and implementation including technical architecture design and technology assessment
•Service reporting – production and presentation of management information and reports, dashboards etc.
•Deep experience in conducting risk and compliance assessment
•An in depth knowledge of SAS oManagement Console, Enterprise Guide for Platform Maintenance. oadministration for High Availability SAS Server environment, including Metadata oproduct Suite 9.3/9.4, including PC SAS, SAS/STAT, SAS/Connect, SAS/Access products oconfiguring SAS for High Availability within Metadata and MidTier Servers o SAS Clients: SAS Enterprise Guide, SAS Enterprise Miner
•Demonstrably strong analytical, communication, technical teamwork and interpersonal skills Desirable
•application technologies and solutions (demonstrable experience and technical capability across majority of the areas)
•experience of defining, implementing and supporting services that are aligned to the business strategy and operational requirements and successfully presenting the service portfolio/catalogue to non-technical audiences
•communication/presentation skills
•advanced problem management and troubleshooting
CV Submission Deadline: 13/09/2016 @ 15:00 pm
Sep 09, 2016
CV Submission Deadline: 13/09/2016 @ 15:00 pm
Contract Length: 31/10/2016 (negotiable) to 01/04/2017
DEPARTMENT FOR WORK & PENSIONS
•Leads and directs infrastructure specialists teams in building, managing, supporting and maintaining infrastructure solutions
•infrastructure facilities such as data centres and equipment/communications rooms
•develops the strategic and tactical roadmaps for technologies and services in area of responsibility ensuring they are future proofed and the organisation derives maximum value from investment in technologies
•owns the operational relationships with suppliers ensuring services and products are delivered aligned to industry best practice, regulatory and contractual requirements
General Responsibilities
•lead the teams ensuring all the capabilities, processes and skills are optimised to ensure that all services resident in DWP or 3rd party facilities, are built, configured, maintained and operated to best practise standards aligned to organisation and service requirements, IT and Department strategy and policy and KPIs
•develops fit for purpose Management Information Reporting for areas of responsibility according to DWP and/or industry best practise standards in support of service, financial management and decision making e.g. performance, trends and capacity reporting
•develop, agree and manage budgets and ownership of financial performance for own area of responsibility ensuring all expenditure is appropriately planned, authorised and progressed
•manage projects and programmes in own area of accountability throughout lifecycle
•aligned to Departmental or industry best practise standards
•act as Major Incident manager and escalation point for all service related issues in area of accountability
•managing the supplier relationship of key strategic services to ensure that
•services are aligned with best practice and delivers value for money and technical stability to the Departments environment
•negotiations and contracts are aligned to best practise, IT and infrastructure strategy with reference to own area of responsibility
•provide specialist technical support and assistance to
•the development of IT and infrastructure strategy supporting the organisational strategy and Key Performance Indicators
•infrastructure projects ensuring definition and delivery of requisite non-functional requirements
•architectural and roadmap developments
•continual service improvement
•lead, coach and mentor team to ensure
•provision of first class service
•consistent levels of capability available as required by the organisation
•continuous personal development progressed in line with organisation requirements
•own risk register for technical area, ensuring that appropriate management and mitigation plans and actions are implemented.
Essential Experience:
Leading teams/departments in the design, implementation, administration and support of infrastructure solutions and services
•Strategic supplier management, contract negotiation and performance management
•Management of infrastructure programmes and projects utilising project methodologies such as Agile, PRINCE2
•ITIL Master/Expert with experience in information technology strategy, planning and implementation including technical architecture design and technology assessment
•Service reporting – production and presentation of management information and reports, dashboards etc.
•Deep experience in conducting risk and compliance assessment
•An in depth knowledge of SAS oManagement Console, Enterprise Guide for Platform Maintenance. oadministration for High Availability SAS Server environment, including Metadata oproduct Suite 9.3/9.4, including PC SAS, SAS/STAT, SAS/Connect, SAS/Access products oconfiguring SAS for High Availability within Metadata and MidTier Servers o SAS Clients: SAS Enterprise Guide, SAS Enterprise Miner
•Demonstrably strong analytical, communication, technical teamwork and interpersonal skills Desirable
•application technologies and solutions (demonstrable experience and technical capability across majority of the areas)
•experience of defining, implementing and supporting services that are aligned to the business strategy and operational requirements and successfully presenting the service portfolio/catalogue to non-technical audiences
•communication/presentation skills
•advanced problem management and troubleshooting
CV Submission Deadline: 13/09/2016 @ 15:00 pm