The Schools of King Edward VI in Birmingham
Birmingham, UK
The mission of the King Edward VI Foundation (the “Foundation”) is to make Birmingham the best place to be educated in the UK. A progressive, influential educational charity, King Edward VI Foundation’s reputation is underpinned by a long and distinguished history. King Edward’s School was established in 1552 by King Edward VI, part of the early growth of secular education in England. In the late 19th century, our five grammar schools and King Edward VI High School for Girls were an early step in extending secondary education for girls and boys.
The 21st century has brought the formation of the King Edward VI Academy Trust, a means of expanding from our original five grammar schools to a current family of eleven academies and two independent schools. Six of the academies are selective; five are comprehensive, some serving Birmingham’s most deprived communities. To serve the city’s children, we recognise that we need to provide a diverse range of schools: independent as well as Academies, selective and also comprehensive. And we believe that those schools need to be accessible to all, regardless of ethnic, religious and social background.
The further development of digital practices and use of technology is integral to the above, and the purpose of this role is to nurture and support this development via the organisation’s Single Central Enterprise Platform (SCEP), among other priorities. The SCEP, running on Microsoft 365, provides a solution to the organisation for collaboration and communication.
We are looking to appoint a well-qualified, experienced and highly motivated individual to join the central Digital and Technology team and fulfil this critical position to manage the organisation’s Single Central Enterprise Platform (SCEP), running on Microsoft 365.
Our schools have achieved great things by managing their individual digital initiatives, particularly during the pandemic. Now it is time for all parts of the organisation to work collectively in advancing and joining up its digital infrastructure and thereby contributing to the Foundation’s work towards achieving its objectives and realising its mission.
The person appointed will have extensive knowledge of using and configuring the latest M365 technologies in addition to managing, configuring and administrating a shared tenancy for a complex organisation, InTune, Sharepoint, Teams, OneDrive, Outlook and more. Experience of working in an educational environment is desirable. The person appointed must be committed to promoting and safeguarding the welfare of the students at the school.
As a central support service, our working model must be driven by the needs of our schools. Therefore, please be aware that staff are required to take the majority of annual leave during non-term time.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Principal responsibilities and duties
Be the central point of contact for all matters relating the Microsoft 365 Single Central Enterprise Platform (SCEP).
Be responsible for Exchange, End point manager, SharePoint online, Power Apps, Power Automate, Intune, O365 security compliance, DLP.
Monitor M365 and react accordingly to any data or cyber-security concerns.
Be responsible for ensuring that administrative rights of users are monitored and controlled appropriately.
Ensure effective change controls are implemented to allow the multiple organisations of the organisation to co-exist within a shared environment.
Responsibility for ensuring that the organisation’s email protection solutions are monitored and that any held/delayed emails are released within a timely manner.
The backup of M365 is automated using an external solution, however the post holder will be responsible for monitoring this service to assure compliance and disaster recovery readiness in the event of a critical incident.
Create policy documents for consumption across the organisation.
Ensure that the M365 SCEP meets and maintains compliance with the DfE’s Digital and Technology standards for schools and colleges.
Work closely and collaboratively with our schools, in particular the school-based technical leads to ensure the M365 SCEP meets operational needs.
Provide additional capacity to the Digital and Technology team with migrating schools to the M365 SCEP on an ad-hoc basis to
Work or support any work undertaken with any third-parties as required to deliver the responsibilities listed above.
As a central support service, our working model must be driven by the needs of our schools. Therefore, please be aware that staff are required to take the majority of annual leave during non-term time.
General responsibilities and duties
To develop a clear understanding of the Foundation’s vision, mission and strategic aims and to actively support these.
To remain up to date with the Foundation’s policies, procedures and code of conduct and always uphold these.
To remain committed to the safeguarding of all of our students.
To identify and undertake relevant training to enable continuing professional development, where resources allow.
To prepare for and proactively engage in the performance review cycle with your line manager.
To attend appropriate internal and external meetings, as directed by your line manager.
To undertake such other duties as are agreed as being in keeping with the general nature of the job and its grade.
The successful candidate will be required to fulfil an enhanced DBS check.
This job description reflects the current requirements of the post. As duties and responsibilities change and develop due to changes in organisational and other circumstances, so the actual duties and responsibilities will vary from the particulars of this job description. Job descriptions will be updated or amended from time to time to reflect such changes.
Person Specification
Knowledge and experience
Essential
Extensive knowledge of using and configuring latest M365 technologies
Experience and knowledge of managing, configuring and administrating a shared tenancy for a complex organisation, InTune, Sharepoint, Teams, OneDrive, Outlook
Experience of managing organisation wide IT projects and engaging with key stakeholders with the aim of standardisation, unification and simplification
Experience of contributing to a process improvement or change project
Experience of managing contracts with suppliers
Knowledge of infrastructure, software solutions, Microsoft Server technologies, networking, security and storage systems
Demonstrable experience of working in an IT /technical management environment within an educational organisational setting
Desirable
Education sector experience
Prior experience of working within a similar role
Practical experience of cloud migrations
Experience with wider infrastructure technologies
Skilled at providing training and support
Qualifications
Essential
University degree in computing or related or equivalent work experience
Desirable
Current and relevant Microsoft Certification
Competencies & Skills
Essential
Demonstrable experience of supporting a shared M365 environment
Technical IT skills
Strong communication skills
Strong attention to detail
Demonstrates a strong commitment to providing excellent customer service
Task delivery, accuracy, detail and completion
Good project management skills; systematic approach to problem solving
Demonstrable good written and verbal communication skills
Ability to work well under pressure
Strong ability to work as a part of a team
Aptitude and attitude appropriate for development within the role.
Ability to deliver quality support and to deliver at pace
Flexible and proactive (ability to drive change)
Ability to influence and persuade others
Training & presenting skills
Ability to work flexible hours
Experience using Microsoft Learn to assimilate required knowledge
Desirable
Training & presenting skills
Ability to work flexible hours
Experience using Microsoft Learn to assimilate required knowledge
A full job description and an application pack for this post, can be found at: https://www.schoolsofkingedwardvi.co.uk/foundation/job-opportunities/
Jun 23, 2023
Full time
The mission of the King Edward VI Foundation (the “Foundation”) is to make Birmingham the best place to be educated in the UK. A progressive, influential educational charity, King Edward VI Foundation’s reputation is underpinned by a long and distinguished history. King Edward’s School was established in 1552 by King Edward VI, part of the early growth of secular education in England. In the late 19th century, our five grammar schools and King Edward VI High School for Girls were an early step in extending secondary education for girls and boys.
The 21st century has brought the formation of the King Edward VI Academy Trust, a means of expanding from our original five grammar schools to a current family of eleven academies and two independent schools. Six of the academies are selective; five are comprehensive, some serving Birmingham’s most deprived communities. To serve the city’s children, we recognise that we need to provide a diverse range of schools: independent as well as Academies, selective and also comprehensive. And we believe that those schools need to be accessible to all, regardless of ethnic, religious and social background.
The further development of digital practices and use of technology is integral to the above, and the purpose of this role is to nurture and support this development via the organisation’s Single Central Enterprise Platform (SCEP), among other priorities. The SCEP, running on Microsoft 365, provides a solution to the organisation for collaboration and communication.
We are looking to appoint a well-qualified, experienced and highly motivated individual to join the central Digital and Technology team and fulfil this critical position to manage the organisation’s Single Central Enterprise Platform (SCEP), running on Microsoft 365.
Our schools have achieved great things by managing their individual digital initiatives, particularly during the pandemic. Now it is time for all parts of the organisation to work collectively in advancing and joining up its digital infrastructure and thereby contributing to the Foundation’s work towards achieving its objectives and realising its mission.
The person appointed will have extensive knowledge of using and configuring the latest M365 technologies in addition to managing, configuring and administrating a shared tenancy for a complex organisation, InTune, Sharepoint, Teams, OneDrive, Outlook and more. Experience of working in an educational environment is desirable. The person appointed must be committed to promoting and safeguarding the welfare of the students at the school.
As a central support service, our working model must be driven by the needs of our schools. Therefore, please be aware that staff are required to take the majority of annual leave during non-term time.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Principal responsibilities and duties
Be the central point of contact for all matters relating the Microsoft 365 Single Central Enterprise Platform (SCEP).
Be responsible for Exchange, End point manager, SharePoint online, Power Apps, Power Automate, Intune, O365 security compliance, DLP.
Monitor M365 and react accordingly to any data or cyber-security concerns.
Be responsible for ensuring that administrative rights of users are monitored and controlled appropriately.
Ensure effective change controls are implemented to allow the multiple organisations of the organisation to co-exist within a shared environment.
Responsibility for ensuring that the organisation’s email protection solutions are monitored and that any held/delayed emails are released within a timely manner.
The backup of M365 is automated using an external solution, however the post holder will be responsible for monitoring this service to assure compliance and disaster recovery readiness in the event of a critical incident.
Create policy documents for consumption across the organisation.
Ensure that the M365 SCEP meets and maintains compliance with the DfE’s Digital and Technology standards for schools and colleges.
Work closely and collaboratively with our schools, in particular the school-based technical leads to ensure the M365 SCEP meets operational needs.
Provide additional capacity to the Digital and Technology team with migrating schools to the M365 SCEP on an ad-hoc basis to
Work or support any work undertaken with any third-parties as required to deliver the responsibilities listed above.
As a central support service, our working model must be driven by the needs of our schools. Therefore, please be aware that staff are required to take the majority of annual leave during non-term time.
General responsibilities and duties
To develop a clear understanding of the Foundation’s vision, mission and strategic aims and to actively support these.
To remain up to date with the Foundation’s policies, procedures and code of conduct and always uphold these.
To remain committed to the safeguarding of all of our students.
To identify and undertake relevant training to enable continuing professional development, where resources allow.
To prepare for and proactively engage in the performance review cycle with your line manager.
To attend appropriate internal and external meetings, as directed by your line manager.
To undertake such other duties as are agreed as being in keeping with the general nature of the job and its grade.
The successful candidate will be required to fulfil an enhanced DBS check.
This job description reflects the current requirements of the post. As duties and responsibilities change and develop due to changes in organisational and other circumstances, so the actual duties and responsibilities will vary from the particulars of this job description. Job descriptions will be updated or amended from time to time to reflect such changes.
Person Specification
Knowledge and experience
Essential
Extensive knowledge of using and configuring latest M365 technologies
Experience and knowledge of managing, configuring and administrating a shared tenancy for a complex organisation, InTune, Sharepoint, Teams, OneDrive, Outlook
Experience of managing organisation wide IT projects and engaging with key stakeholders with the aim of standardisation, unification and simplification
Experience of contributing to a process improvement or change project
Experience of managing contracts with suppliers
Knowledge of infrastructure, software solutions, Microsoft Server technologies, networking, security and storage systems
Demonstrable experience of working in an IT /technical management environment within an educational organisational setting
Desirable
Education sector experience
Prior experience of working within a similar role
Practical experience of cloud migrations
Experience with wider infrastructure technologies
Skilled at providing training and support
Qualifications
Essential
University degree in computing or related or equivalent work experience
Desirable
Current and relevant Microsoft Certification
Competencies & Skills
Essential
Demonstrable experience of supporting a shared M365 environment
Technical IT skills
Strong communication skills
Strong attention to detail
Demonstrates a strong commitment to providing excellent customer service
Task delivery, accuracy, detail and completion
Good project management skills; systematic approach to problem solving
Demonstrable good written and verbal communication skills
Ability to work well under pressure
Strong ability to work as a part of a team
Aptitude and attitude appropriate for development within the role.
Ability to deliver quality support and to deliver at pace
Flexible and proactive (ability to drive change)
Ability to influence and persuade others
Training & presenting skills
Ability to work flexible hours
Experience using Microsoft Learn to assimilate required knowledge
Desirable
Training & presenting skills
Ability to work flexible hours
Experience using Microsoft Learn to assimilate required knowledge
A full job description and an application pack for this post, can be found at: https://www.schoolsofkingedwardvi.co.uk/foundation/job-opportunities/
Contract Duration: 6-12 months Hybrid Model: 3 days in London Office - 2 days remote A leading Financial Services organisation in London is seeking an experienced Incident Manager who will be responsible for the use of incident and problem management processes as well as establishing reporting processes to actively identify and manage service trends and risks and recommend interventions before problems impact service levels. Responsibilities: Monitor and respond to IT incidents reported by users, systems, or automated tools Coordinate the incident management resolver teams and assign roles and tasks according to the severity and urgency of the incident Follow the established incident management procedures and best practices, and ensure compliance with IT policies and standards Escalate major incidents to senior management and relevant stakeholders, and provide regular updates and reports Document and maintain records of all incidents and their resolutions, and identify trends and patterns Evaluate and improve the incident management process and tools, and provide feedback and suggestions Provide training and guidance to the incident management team and other IT staff on incident management practices and protocols Collaborate with other IT teams and departments to ensure alignment and integration of IT services and processes Own and drive the resolution of incidents by leading the technical and functional teams, facilitating collaboration and communication, and ensuring timely and effective actions Track and report on the progress and status of incident resolution, and communicate any risks, issues, or delays that may affect the service restoration Ensure that the incident resolution meets the agreed service level agreements (SLAs) and quality standards, and verify the satisfaction of the end users and stakeholder Conduct post-incident reviews and lessons learned sessions, and implement the improvement actions to prevent recurrence of similar incidents Skills: Strong and confident communicator both verbally and in written form. Excellent problem solving, analytical and critical thinking Good judgment and clear decision making ability Ability to explain complex issues to wide ranging audience. Ability to drive multiple tasks in parallel and to prioritize workload in order to meet deadlines and to manage expectations. Strong numerical competency Ability to confidently consider options and drive decisions within high pressure situations Ability to work under pressure and to remain calm in times of crisis To be considered, please ensure you complete your application on the Computappoint website. Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy
Apr 17, 2024
Contractor
Contract Duration: 6-12 months Hybrid Model: 3 days in London Office - 2 days remote A leading Financial Services organisation in London is seeking an experienced Incident Manager who will be responsible for the use of incident and problem management processes as well as establishing reporting processes to actively identify and manage service trends and risks and recommend interventions before problems impact service levels. Responsibilities: Monitor and respond to IT incidents reported by users, systems, or automated tools Coordinate the incident management resolver teams and assign roles and tasks according to the severity and urgency of the incident Follow the established incident management procedures and best practices, and ensure compliance with IT policies and standards Escalate major incidents to senior management and relevant stakeholders, and provide regular updates and reports Document and maintain records of all incidents and their resolutions, and identify trends and patterns Evaluate and improve the incident management process and tools, and provide feedback and suggestions Provide training and guidance to the incident management team and other IT staff on incident management practices and protocols Collaborate with other IT teams and departments to ensure alignment and integration of IT services and processes Own and drive the resolution of incidents by leading the technical and functional teams, facilitating collaboration and communication, and ensuring timely and effective actions Track and report on the progress and status of incident resolution, and communicate any risks, issues, or delays that may affect the service restoration Ensure that the incident resolution meets the agreed service level agreements (SLAs) and quality standards, and verify the satisfaction of the end users and stakeholder Conduct post-incident reviews and lessons learned sessions, and implement the improvement actions to prevent recurrence of similar incidents Skills: Strong and confident communicator both verbally and in written form. Excellent problem solving, analytical and critical thinking Good judgment and clear decision making ability Ability to explain complex issues to wide ranging audience. Ability to drive multiple tasks in parallel and to prioritize workload in order to meet deadlines and to manage expectations. Strong numerical competency Ability to confidently consider options and drive decisions within high pressure situations Ability to work under pressure and to remain calm in times of crisis To be considered, please ensure you complete your application on the Computappoint website. Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy
Cyber Security ConsultantMy client is looking for Cyber Security consultants who come from a background in technical consulting and / or architecture. You will be given the opportunity to develop your skills further in a Cyber Security. you will provide support to a wide range of high-profile UK public sector and defence organisations and enable them to protect their ICT investments, and in doing so play a key role in nationally critical projects which make a real difference to people's everyday lives.You will be given the opportunity to undertake a variety of roles throughout the project lifecycle, working across a wide-ranging set of clients and cutting-edge technologies. This could include providing projects with advice and guidance on Information Assurance topics; contributing to the development of IA strategies, policies, guidance and awareness; planning and managing the delivery of a security work programme; defining security requirements; designing and implementing security architectures; or overseeing the secure development and accreditation of information systems.You will typically work on client sites, co-located with other project members, including client staff, colleagues and other suppliers. Due to the nature of client side working, regular travel within the UK should be expected. The base office is in Guildford, but it is likely that you will spend the majority of your time working with clients at their sites.They provide substantial training, including online, classroom and in-house courses, leading to nationally recognised certifications, such as CCP, PCiIAA, CISMP, CISSP, CREST, ISO27001, SABSA, and TOGAF and provide structured career development pathways to help you gain responsibility and influence.ResponsibilitiesWorking either individually or as part of a larger team, you will undertake a number of varying consultancy assignments. Due to the potential variety in assignments your responsibilities may well depend on your own breadth of experience and could range from developing security architectures, to providing guidance on GRC activities. Other responsibilities could include: Providing security expertise for major system procurements and Agile programmes to ensure secure solution delivery; Identifying, analysing and evaluating information risks across a range of programmes, projects and systems; Explaining to risk owners and other stakeholders the causes, likelihood and potential business impacts of information risks throughout the information system lifecycle; Identifying and presenting options for treating or transferring information risks; Authoring and/or supporting the development of security assurance documentation in accordance with risk management frameworks; Developing or reviewing new security architectures that mitigate the risks posed by new technologies and business practices; Providing consultancy to customers on information assurance and architectural problems; Scoping security testing activities, and explaining the results and required remediation; and Conducting security monitoring and investigating security incidents.Qualifications and ExperienceOur client works predominantly within the UK Defence and Public Sectors. Because of this, experience within those sectors is desirable, preferably within the ICT context on enterprise solutions. The fast-moving nature of the ICT environment, together with the need to resource multiple, ad-hoc assignments, also requires our consultants to be quick thinkers, proactive and self-motivated - with the ability to apply a structured approach to often unfamiliar subject matter.Candidates must be eligible and willing to gain UK Security Clearance to apply for this position.It is essential that you have the following experience: Experience of complex ICT systems in a technical delivery or consulting capacity; A good understanding of enterprise information and communications technology; The ability to present and justify conclusions to project teams and business stakeholders; Proven abilities in delivering to client expectations and requirements; and Strong verbal and written communications skills.Knowledge of or a desire to learn more about the following would be beneficial for the role: Structured security frameworks, such as HMG SPF and ISO27001; Security, technical and enterprise architecture methods such as TOGAF and SABSA; Technical risk assessments; Enterprise security packages. Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
Apr 17, 2024
Full time
Cyber Security ConsultantMy client is looking for Cyber Security consultants who come from a background in technical consulting and / or architecture. You will be given the opportunity to develop your skills further in a Cyber Security. you will provide support to a wide range of high-profile UK public sector and defence organisations and enable them to protect their ICT investments, and in doing so play a key role in nationally critical projects which make a real difference to people's everyday lives.You will be given the opportunity to undertake a variety of roles throughout the project lifecycle, working across a wide-ranging set of clients and cutting-edge technologies. This could include providing projects with advice and guidance on Information Assurance topics; contributing to the development of IA strategies, policies, guidance and awareness; planning and managing the delivery of a security work programme; defining security requirements; designing and implementing security architectures; or overseeing the secure development and accreditation of information systems.You will typically work on client sites, co-located with other project members, including client staff, colleagues and other suppliers. Due to the nature of client side working, regular travel within the UK should be expected. The base office is in Guildford, but it is likely that you will spend the majority of your time working with clients at their sites.They provide substantial training, including online, classroom and in-house courses, leading to nationally recognised certifications, such as CCP, PCiIAA, CISMP, CISSP, CREST, ISO27001, SABSA, and TOGAF and provide structured career development pathways to help you gain responsibility and influence.ResponsibilitiesWorking either individually or as part of a larger team, you will undertake a number of varying consultancy assignments. Due to the potential variety in assignments your responsibilities may well depend on your own breadth of experience and could range from developing security architectures, to providing guidance on GRC activities. Other responsibilities could include: Providing security expertise for major system procurements and Agile programmes to ensure secure solution delivery; Identifying, analysing and evaluating information risks across a range of programmes, projects and systems; Explaining to risk owners and other stakeholders the causes, likelihood and potential business impacts of information risks throughout the information system lifecycle; Identifying and presenting options for treating or transferring information risks; Authoring and/or supporting the development of security assurance documentation in accordance with risk management frameworks; Developing or reviewing new security architectures that mitigate the risks posed by new technologies and business practices; Providing consultancy to customers on information assurance and architectural problems; Scoping security testing activities, and explaining the results and required remediation; and Conducting security monitoring and investigating security incidents.Qualifications and ExperienceOur client works predominantly within the UK Defence and Public Sectors. Because of this, experience within those sectors is desirable, preferably within the ICT context on enterprise solutions. The fast-moving nature of the ICT environment, together with the need to resource multiple, ad-hoc assignments, also requires our consultants to be quick thinkers, proactive and self-motivated - with the ability to apply a structured approach to often unfamiliar subject matter.Candidates must be eligible and willing to gain UK Security Clearance to apply for this position.It is essential that you have the following experience: Experience of complex ICT systems in a technical delivery or consulting capacity; A good understanding of enterprise information and communications technology; The ability to present and justify conclusions to project teams and business stakeholders; Proven abilities in delivering to client expectations and requirements; and Strong verbal and written communications skills.Knowledge of or a desire to learn more about the following would be beneficial for the role: Structured security frameworks, such as HMG SPF and ISO27001; Security, technical and enterprise architecture methods such as TOGAF and SABSA; Technical risk assessments; Enterprise security packages. Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
Cyber Security Consultant My client is looking for Cyber Security consultants who come from a background in technical consulting and / or architecture. You will be given the opportunity to develop your skills further in a Cyber Security. you will provide support to a wide range of high-profile UK public sector and defence organisations and enable them to protect their ICT investments, and in doing so play a key role in nationally critical projects which make a real difference to people's everyday lives. You will be given the opportunity to undertake a variety of roles throughout the project lifecycle, working across a wide-ranging set of clients and cutting-edge technologies. This could include providing projects with advice and guidance on Information Assurance topics; contributing to the development of IA strategies, policies, guidance and awareness; planning and managing the delivery of a security work programme; defining security requirements; designing and implementing security architectures; or overseeing the secure development and accreditation of information systems. You will typically work on client sites, co-located with other project members, including client staff, colleagues and other suppliers. Due to the nature of client side working, regular travel within the UK should be expected. The base office is in Guildford, but it is likely that you will spend the majority of your time working with clients at their sites. They provide substantial training, including online, classroom and in-house courses, leading to nationally recognised certifications, such as CCP, PCiIAA, CISMP, CISSP, CREST, ISO27001, SABSA, and TOGAF and provide structured career development pathways to help you gain responsibility and influence. Responsibilities Working either individually or as part of a larger team, you will undertake a number of varying consultancy assignments. Due to the potential variety in assignments your responsibilities may well depend on your own breadth of experience and could range from developing security architectures, to providing guidance on GRC activities. Other responsibilities could include: Providing security expertise for major system procurements and Agile programmes to ensure secure solution delivery; Identifying, analysing and evaluating information risks across a range of programmes, projects and systems; Explaining to risk owners and other stakeholders the causes, likelihood and potential business impacts of information risks throughout the information system lifecycle; Identifying and presenting options for treating or transferring information risks; Authoring and/or supporting the development of security assurance documentation in accordance with risk management frameworks; Developing or reviewing new security architectures that mitigate the risks posed by new technologies and business practices; Providing consultancy to customers on information assurance and architectural problems; Scoping security testing activities, and explaining the results and required remediation; and Conducting security monitoring and investigating security incidents. Qualifications and Experience Our client works predominantly within the UK Defence and Public Sectors. Because of this, experience within those sectors is desirable, preferably within the ICT context on enterprise solutions. The fast-moving nature of the ICT environment, together with the need to resource multiple, ad-hoc assignments, also requires our consultants to be quick thinkers, proactive and self-motivated - with the ability to apply a structured approach to often unfamiliar subject matter. Candidates must be eligible and willing to gain UK Security Clearance to apply for this position. It is essential that you have the following experience: Experience of complex ICT systems in a technical delivery or consulting capacity; A good understanding of enterprise information and communications technology; The ability to present and justify conclusions to project teams and business stakeholders; Proven abilities in delivering to client expectations and requirements; and Strong verbal and written communications skills. Knowledge of or a desire to learn more about the following would be beneficial for the role: Structured security frameworks, such as HMG SPF and ISO27001; Security, technical and enterprise architecture methods such as TOGAF and SABSA; Technical risk assessments; Enterprise security packages. Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
Apr 17, 2024
Full time
Cyber Security Consultant My client is looking for Cyber Security consultants who come from a background in technical consulting and / or architecture. You will be given the opportunity to develop your skills further in a Cyber Security. you will provide support to a wide range of high-profile UK public sector and defence organisations and enable them to protect their ICT investments, and in doing so play a key role in nationally critical projects which make a real difference to people's everyday lives. You will be given the opportunity to undertake a variety of roles throughout the project lifecycle, working across a wide-ranging set of clients and cutting-edge technologies. This could include providing projects with advice and guidance on Information Assurance topics; contributing to the development of IA strategies, policies, guidance and awareness; planning and managing the delivery of a security work programme; defining security requirements; designing and implementing security architectures; or overseeing the secure development and accreditation of information systems. You will typically work on client sites, co-located with other project members, including client staff, colleagues and other suppliers. Due to the nature of client side working, regular travel within the UK should be expected. The base office is in Guildford, but it is likely that you will spend the majority of your time working with clients at their sites. They provide substantial training, including online, classroom and in-house courses, leading to nationally recognised certifications, such as CCP, PCiIAA, CISMP, CISSP, CREST, ISO27001, SABSA, and TOGAF and provide structured career development pathways to help you gain responsibility and influence. Responsibilities Working either individually or as part of a larger team, you will undertake a number of varying consultancy assignments. Due to the potential variety in assignments your responsibilities may well depend on your own breadth of experience and could range from developing security architectures, to providing guidance on GRC activities. Other responsibilities could include: Providing security expertise for major system procurements and Agile programmes to ensure secure solution delivery; Identifying, analysing and evaluating information risks across a range of programmes, projects and systems; Explaining to risk owners and other stakeholders the causes, likelihood and potential business impacts of information risks throughout the information system lifecycle; Identifying and presenting options for treating or transferring information risks; Authoring and/or supporting the development of security assurance documentation in accordance with risk management frameworks; Developing or reviewing new security architectures that mitigate the risks posed by new technologies and business practices; Providing consultancy to customers on information assurance and architectural problems; Scoping security testing activities, and explaining the results and required remediation; and Conducting security monitoring and investigating security incidents. Qualifications and Experience Our client works predominantly within the UK Defence and Public Sectors. Because of this, experience within those sectors is desirable, preferably within the ICT context on enterprise solutions. The fast-moving nature of the ICT environment, together with the need to resource multiple, ad-hoc assignments, also requires our consultants to be quick thinkers, proactive and self-motivated - with the ability to apply a structured approach to often unfamiliar subject matter. Candidates must be eligible and willing to gain UK Security Clearance to apply for this position. It is essential that you have the following experience: Experience of complex ICT systems in a technical delivery or consulting capacity; A good understanding of enterprise information and communications technology; The ability to present and justify conclusions to project teams and business stakeholders; Proven abilities in delivering to client expectations and requirements; and Strong verbal and written communications skills. Knowledge of or a desire to learn more about the following would be beneficial for the role: Structured security frameworks, such as HMG SPF and ISO27001; Security, technical and enterprise architecture methods such as TOGAF and SABSA; Technical risk assessments; Enterprise security packages. Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
We have been approached to source an exceptional AWS Telecommunications Manager to join our rapidly growing client, highly successful client. Our clients telephony solutions are all based on AWS Connect Omni Channel solution and therefore we need an individual who is highly experienced in the day to day manipulation of the system at a 'local level' to improve customer and colleague experience. Please note, extensive AWS Connect experience is essential This role will own all of the technical delivery into the customer contact centre and The role will work closely with the IT team and will own all of the technical delivery and management of the system into the customer contact centre across all channels. This is a dynamic role working in a fast paced environment and requires a forward thinking, customer focussed and self-motivated individual with the drive to improve all IT, Telephony services and the user experience. All powered and managed through AWS Connect , the key responsibilities will be: To ensure that the Director of IT Provision is kept informed of progress and advised about major problems and / or issues in a timely manner. Work closely with the Director of Operations to ensure adaptions to customer contact are in the best interests of customer and colleagues. Proactively manage the day to day live manipulation of AWS to improve customer experience Identify trends, report on initiatives and improvements To maintain the continuous running of a large number of geographical and non geographical delivery numbers across the call delivery and call management platform. To provide critical incident management response and ownership, controlling and coordinating necessary activities to restore service across AWS and deliver root cause fixes and preventative solutions. Identify, analyse and document business processes & workflows to identify opportunities for streamlining and improvements in service delivery. 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. What we need to be successful in this role: Extensive experience in local management and manipulation of AWS Contact Centre Connect solutions. A deep understanding of customer contact operations Some experience in architecting solutions on AWS as well using Agile and DevOps methodologies. Strong IT architecture background Demonstrated experience working in global IT teams. Confident with the ability to influence and persuade. Analytical and results focused. Experience of both reacting to and solving problems. An understanding of how complex matrixed organizations operate
Apr 17, 2024
Full time
We have been approached to source an exceptional AWS Telecommunications Manager to join our rapidly growing client, highly successful client. Our clients telephony solutions are all based on AWS Connect Omni Channel solution and therefore we need an individual who is highly experienced in the day to day manipulation of the system at a 'local level' to improve customer and colleague experience. Please note, extensive AWS Connect experience is essential This role will own all of the technical delivery into the customer contact centre and The role will work closely with the IT team and will own all of the technical delivery and management of the system into the customer contact centre across all channels. This is a dynamic role working in a fast paced environment and requires a forward thinking, customer focussed and self-motivated individual with the drive to improve all IT, Telephony services and the user experience. All powered and managed through AWS Connect , the key responsibilities will be: To ensure that the Director of IT Provision is kept informed of progress and advised about major problems and / or issues in a timely manner. Work closely with the Director of Operations to ensure adaptions to customer contact are in the best interests of customer and colleagues. Proactively manage the day to day live manipulation of AWS to improve customer experience Identify trends, report on initiatives and improvements To maintain the continuous running of a large number of geographical and non geographical delivery numbers across the call delivery and call management platform. To provide critical incident management response and ownership, controlling and coordinating necessary activities to restore service across AWS and deliver root cause fixes and preventative solutions. Identify, analyse and document business processes & workflows to identify opportunities for streamlining and improvements in service delivery. 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. What we need to be successful in this role: Extensive experience in local management and manipulation of AWS Contact Centre Connect solutions. A deep understanding of customer contact operations Some experience in architecting solutions on AWS as well using Agile and DevOps methodologies. Strong IT architecture background Demonstrated experience working in global IT teams. Confident with the ability to influence and persuade. Analytical and results focused. Experience of both reacting to and solving problems. An understanding of how complex matrixed organizations operate
Contract Duration: 6-12 Months Hybrid Model: 3 days in London Office - 2 days remote A leading Financial Services organisation in London is seeking an experienced Incident Manager who will be responsible for the use of incident and problem management processes as well as establishing reporting processes to actively identify and manage service trends and risks and recommend interventions before problems impact service levels. Responsibilities: Monitor and respond to IT incidents reported by users, systems, or automated tools Coordinate the incident management resolver teams and assign roles and tasks according to the severity and urgency of the incident Follow the established incident management procedures and best practices, and ensure compliance with IT policies and standards Escalate major incidents to senior management and relevant stakeholders, and provide regular updates and reports Document and maintain records of all incidents and their resolutions, and identify trends and patterns Evaluate and improve the incident management process and tools, and provide feedback and suggestions Provide training and guidance to the incident management team and other IT staff on incident management practices and protocols Collaborate with other IT teams and departments to ensure alignment and integration of IT services and processes Own and drive the resolution of incidents by leading the technical and functional teams, facilitating collaboration and communication, and ensuring timely and effective actions Track and report on the progress and status of incident resolution, and communicate any risks, issues, or delays that may affect the service restoration Ensure that the incident resolution meets the agreed service level agreements (SLAs) and quality standards, and verify the satisfaction of the end users and stakeholder Conduct post-incident reviews and lessons learned sessions, and implement the improvement actions to prevent recurrence of similar incidents Skills: Strong and confident communicator both verbally and in written form. Excellent problem solving, analytical and critical thinking Good judgment and clear decision making ability Ability to explain complex issues to wide ranging audience. Ability to drive multiple tasks in parallel and to prioritize workload in order to meet deadlines and to manage expectations. Strong numerical competency Ability to confidently consider options and drive decisions within high pressure situations Ability to work under pressure and to remain calm in times of crisis To be considered, please ensure you complete your application on the Computappoint website. Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy
Apr 17, 2024
Full time
Contract Duration: 6-12 Months Hybrid Model: 3 days in London Office - 2 days remote A leading Financial Services organisation in London is seeking an experienced Incident Manager who will be responsible for the use of incident and problem management processes as well as establishing reporting processes to actively identify and manage service trends and risks and recommend interventions before problems impact service levels. Responsibilities: Monitor and respond to IT incidents reported by users, systems, or automated tools Coordinate the incident management resolver teams and assign roles and tasks according to the severity and urgency of the incident Follow the established incident management procedures and best practices, and ensure compliance with IT policies and standards Escalate major incidents to senior management and relevant stakeholders, and provide regular updates and reports Document and maintain records of all incidents and their resolutions, and identify trends and patterns Evaluate and improve the incident management process and tools, and provide feedback and suggestions Provide training and guidance to the incident management team and other IT staff on incident management practices and protocols Collaborate with other IT teams and departments to ensure alignment and integration of IT services and processes Own and drive the resolution of incidents by leading the technical and functional teams, facilitating collaboration and communication, and ensuring timely and effective actions Track and report on the progress and status of incident resolution, and communicate any risks, issues, or delays that may affect the service restoration Ensure that the incident resolution meets the agreed service level agreements (SLAs) and quality standards, and verify the satisfaction of the end users and stakeholder Conduct post-incident reviews and lessons learned sessions, and implement the improvement actions to prevent recurrence of similar incidents Skills: Strong and confident communicator both verbally and in written form. Excellent problem solving, analytical and critical thinking Good judgment and clear decision making ability Ability to explain complex issues to wide ranging audience. Ability to drive multiple tasks in parallel and to prioritize workload in order to meet deadlines and to manage expectations. Strong numerical competency Ability to confidently consider options and drive decisions within high pressure situations Ability to work under pressure and to remain calm in times of crisis To be considered, please ensure you complete your application on the Computappoint website. Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy
Mainframe Database Administrator x2 Lloyds Banking Group Location: Edinburgh or London Hybrid working: 2 days per week in the office and the rest from home Working Hours - Please note that this role will require you to be on call outside of normal working hours on a rota system. Salary & Benefits: £62,874 to £89,859 per annum (location AND experience dependent), plus on-call bonus, plus annual personal bonus, 15% employer pension contribution, flexible benefits package, private medical insurance, 30 days holiday plus bank holidays. Where does the role sit in Lloyds? We're the Mainframe Services Teams! We're the team that looks after the customer data for the whole of Lloyds Banking Group. Our mission is to make this data available for the right purpose with the appropriate confidentiality and always ensuring a phenomenal engineering experience, performances, resilience, and integrity. The systems we support, underpin almost everything we do as Lloyds Banking Group. We maintain these systems with the highest standard, with an ambition to take ownership of the operational support 24/7 using site reliability engineering (SRE) principles. What will you focus on in this role? As a Mainframe DBA you'll be one of the technical authorities for this area and act as SME for relevant systems. This is a hands-on role where you'll configure and maintain products and services according to Group standards and policies (and to agreed service levels), while assisting with the delivery of projects within the teams' focus - this includes out of hours. Additionally, you'll provide technical support (including incident and problem resolution for systems and processes in complex environments) Specific activities you could carry out may include; Support and implement changes to our estate within LBG as required. Resolution of incidents and problems across the LBG estate in line with LBG KPI's. Lead the Sign-off that solution/service is fit for Production environment as part of Gateway, working effectively with the project teams to ensure an efficient handover to support. Represent our support team in WAR room/conference calls with incident management and technical teams collaborating to restore service. Support testing cycles and cycling this back with collaboration to test managers on results Provide 24x7 support and provide support for projects and team workload as the need arises. Work effectively with the wider Mainframe teams in order to run the smooth transition of projects into live service. Provide consultancy skills to Application teams as required. What we're looking for in your application; We'd welcome applicants from diverse cultural and industry backgrounds and believe this is critical to success. This is a niche technical role, so as a minimum to be considered for shortlisting we need to see evidence of the following in your CV; Career background having already be an experienced Mainframe Db2 DBA. Experience of performance tuning and diagnosis. Expert Db2 knowledge on the Mainframe Strong delivery experience ideally operating in multifaceted IT environments or companies. Commercial and interpersonal awareness of how to work with 3rd Parties. About working for us; Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups. If you're excited by the thought of becoming part of our Mainframe team, get in touch. We'd love to hear from you
Apr 17, 2024
Full time
Mainframe Database Administrator x2 Lloyds Banking Group Location: Edinburgh or London Hybrid working: 2 days per week in the office and the rest from home Working Hours - Please note that this role will require you to be on call outside of normal working hours on a rota system. Salary & Benefits: £62,874 to £89,859 per annum (location AND experience dependent), plus on-call bonus, plus annual personal bonus, 15% employer pension contribution, flexible benefits package, private medical insurance, 30 days holiday plus bank holidays. Where does the role sit in Lloyds? We're the Mainframe Services Teams! We're the team that looks after the customer data for the whole of Lloyds Banking Group. Our mission is to make this data available for the right purpose with the appropriate confidentiality and always ensuring a phenomenal engineering experience, performances, resilience, and integrity. The systems we support, underpin almost everything we do as Lloyds Banking Group. We maintain these systems with the highest standard, with an ambition to take ownership of the operational support 24/7 using site reliability engineering (SRE) principles. What will you focus on in this role? As a Mainframe DBA you'll be one of the technical authorities for this area and act as SME for relevant systems. This is a hands-on role where you'll configure and maintain products and services according to Group standards and policies (and to agreed service levels), while assisting with the delivery of projects within the teams' focus - this includes out of hours. Additionally, you'll provide technical support (including incident and problem resolution for systems and processes in complex environments) Specific activities you could carry out may include; Support and implement changes to our estate within LBG as required. Resolution of incidents and problems across the LBG estate in line with LBG KPI's. Lead the Sign-off that solution/service is fit for Production environment as part of Gateway, working effectively with the project teams to ensure an efficient handover to support. Represent our support team in WAR room/conference calls with incident management and technical teams collaborating to restore service. Support testing cycles and cycling this back with collaboration to test managers on results Provide 24x7 support and provide support for projects and team workload as the need arises. Work effectively with the wider Mainframe teams in order to run the smooth transition of projects into live service. Provide consultancy skills to Application teams as required. What we're looking for in your application; We'd welcome applicants from diverse cultural and industry backgrounds and believe this is critical to success. This is a niche technical role, so as a minimum to be considered for shortlisting we need to see evidence of the following in your CV; Career background having already be an experienced Mainframe Db2 DBA. Experience of performance tuning and diagnosis. Expert Db2 knowledge on the Mainframe Strong delivery experience ideally operating in multifaceted IT environments or companies. Commercial and interpersonal awareness of how to work with 3rd Parties. About working for us; Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups. If you're excited by the thought of becoming part of our Mainframe team, get in touch. We'd love to hear from you
Senior Service Desk Manager - Up to 75K - Hybrid - Central London An exciting new opportunity has become available for a Service Desk Manager within a Microsoft Gold Partnered Managed Service Provider (MSP) in Farringdon, London. We are looking for enthusiastic, passionate Service Desk Manager to join a forward thinking and growing MSP. There is ample opportunity for career progression with the company thriving and experiencing a 50% expansion over the last 18 months. Hybrid working is encouraged with the position with a 3/2 split. The role would suit an established Service Desk Manager, Senior Service Desk Manager or Head of Service / IT Support. The position incorporates leading a team of 25 1st, 2nd and 3rd line IT Support Engineers within an ITIL environment. Service Desk Manager Experience: 5+ years lead or management experience in an IT Managed Services environment Flexible and helpful attitude. In particular, the ability to empathise with IT Service Desk customers and respond sensitively to their problems, requests and complaints. Excellent trouble-shooting skills with a broad range of technical knowledge The ability to lead and motivate a highly productive Service Desk team in a fast paced environment ITIL v3/4 Foundation qualification Manage the day-to-day service desk environment to ensure that the procedures, process and working practices are followed. Act as the first point of escalation for all customer incident requests and problem ticket issues Provide input to the Service Desk toolset (LogMeIn and Fresh Desk) to ensure it meets the requirement our business. Effective resource and task management to ensure guaranteed cover to the business Responsible for the on-call contact centre and shift rotas Identify and manage service improvement opportunities. Ensure continuous service improvement is embedded in the culture and working practices of the Service Desk Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored and reported on and communicated to customers Ensure major incident response procedures have been identified, documented and maintained and that Service Desk staff have been trained on these procedures Manage, monitor and report on the services and service levels required to support and deliver the Service Desk environment Deliver effective performance management to ensure that each member of the team is able to provide the best level of customer service Train, coach and mentor Service Desk Specialists including career development Manage the performance of all direct reports using regular appraisals, objective setting, training, development and 1-1s They are a big believer in sharing thoughts and encouraging and supporting innovation and creativity. The environment is relaxed yet professional, gone are the days of a corporate rigid structure and you will be given flexibility. The IT Service Desk Manager will be a natural motivator with fantastic communication skills and have prior experience within a MSP environment. The successful Service Desk Manager will be given the freedom and flexibility to implement their own ideas and strategy supported by the senior team. Apply now for immediate consideration for this Service Desk Manager position or contact George Harvey at ITSS Recruitment for further details.
Apr 16, 2024
Full time
Senior Service Desk Manager - Up to 75K - Hybrid - Central London An exciting new opportunity has become available for a Service Desk Manager within a Microsoft Gold Partnered Managed Service Provider (MSP) in Farringdon, London. We are looking for enthusiastic, passionate Service Desk Manager to join a forward thinking and growing MSP. There is ample opportunity for career progression with the company thriving and experiencing a 50% expansion over the last 18 months. Hybrid working is encouraged with the position with a 3/2 split. The role would suit an established Service Desk Manager, Senior Service Desk Manager or Head of Service / IT Support. The position incorporates leading a team of 25 1st, 2nd and 3rd line IT Support Engineers within an ITIL environment. Service Desk Manager Experience: 5+ years lead or management experience in an IT Managed Services environment Flexible and helpful attitude. In particular, the ability to empathise with IT Service Desk customers and respond sensitively to their problems, requests and complaints. Excellent trouble-shooting skills with a broad range of technical knowledge The ability to lead and motivate a highly productive Service Desk team in a fast paced environment ITIL v3/4 Foundation qualification Manage the day-to-day service desk environment to ensure that the procedures, process and working practices are followed. Act as the first point of escalation for all customer incident requests and problem ticket issues Provide input to the Service Desk toolset (LogMeIn and Fresh Desk) to ensure it meets the requirement our business. Effective resource and task management to ensure guaranteed cover to the business Responsible for the on-call contact centre and shift rotas Identify and manage service improvement opportunities. Ensure continuous service improvement is embedded in the culture and working practices of the Service Desk Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored and reported on and communicated to customers Ensure major incident response procedures have been identified, documented and maintained and that Service Desk staff have been trained on these procedures Manage, monitor and report on the services and service levels required to support and deliver the Service Desk environment Deliver effective performance management to ensure that each member of the team is able to provide the best level of customer service Train, coach and mentor Service Desk Specialists including career development Manage the performance of all direct reports using regular appraisals, objective setting, training, development and 1-1s They are a big believer in sharing thoughts and encouraging and supporting innovation and creativity. The environment is relaxed yet professional, gone are the days of a corporate rigid structure and you will be given flexibility. The IT Service Desk Manager will be a natural motivator with fantastic communication skills and have prior experience within a MSP environment. The successful Service Desk Manager will be given the freedom and flexibility to implement their own ideas and strategy supported by the senior team. Apply now for immediate consideration for this Service Desk Manager position or contact George Harvey at ITSS Recruitment for further details.
2nd Line Support Engineer required by market leading organisation based in South Wales. This is a permanent position on a hybrid working basis with 2 days a week onsite (With flexibility). You will join an experienced IT Support Team responsible for supporting traditional IT systems and services, the role will be focused on supporting technologies key to the operational success of the business. This is a hands-on role, working towards targeted Service Level Agreements (SLAs) to support the business, will be involved in exciting new technologies and systems and will co-ordinate and assist with the roll out of related projects within the businesses. Main Duties: Monitor Service Desk tickets and provide 2nd line onsite and remote support. Work to set KPI s to maintain the departments SLA to the business. Administer ICT Operational environments and services such as CUTE, CUSS. Provide incident and problem management for the IT operational systems including servers, desktop, network, software and more. Mentor and cross train team members on existing and new technologies. Document best practices and support procedures. Work with Project Managers to implement new projects to deliver new operational technology solutions. Develop and implement small projects to deliver new technology solutions. Produce systems documentation. Maintain inventory and asset configuration documentation. Carry out special tasks at Management's direction. Provide training to other departments about how best to use the systems available within the business. Required Background: Strong technical knowledge of Microsoft s Server Operating Systems 2012/2016/2019. Strong technical knowledge of Microsoft s Client Operating Systems, primarily Windows 10/11. Good technical knowledge of Backup & DR services. Good knowledge of application support with MS Office and Office 365. Good knowledge of VoIP Telephony systems. Managing deployments / rollouts of IT systems and projects. Active Directory Group Policy and user and group administration. Excellent understanding of PC hardware set-up and configuration. Good knowledge of LAN/WAN networking. Ability to troubleshoot network issues. Ability to work under pressure. Ability to work as an individual and as part of a team. Ability to develop effective working relationships. Professional and confident. This fantastic role comes with an excellent basic salary and is accompanied by a benefits package which includes: Remote working, annual salary review, 25 days holiday (which will increase to 30 days based upon length of service), private medical insurance, pension and many more.
Apr 16, 2024
Full time
2nd Line Support Engineer required by market leading organisation based in South Wales. This is a permanent position on a hybrid working basis with 2 days a week onsite (With flexibility). You will join an experienced IT Support Team responsible for supporting traditional IT systems and services, the role will be focused on supporting technologies key to the operational success of the business. This is a hands-on role, working towards targeted Service Level Agreements (SLAs) to support the business, will be involved in exciting new technologies and systems and will co-ordinate and assist with the roll out of related projects within the businesses. Main Duties: Monitor Service Desk tickets and provide 2nd line onsite and remote support. Work to set KPI s to maintain the departments SLA to the business. Administer ICT Operational environments and services such as CUTE, CUSS. Provide incident and problem management for the IT operational systems including servers, desktop, network, software and more. Mentor and cross train team members on existing and new technologies. Document best practices and support procedures. Work with Project Managers to implement new projects to deliver new operational technology solutions. Develop and implement small projects to deliver new technology solutions. Produce systems documentation. Maintain inventory and asset configuration documentation. Carry out special tasks at Management's direction. Provide training to other departments about how best to use the systems available within the business. Required Background: Strong technical knowledge of Microsoft s Server Operating Systems 2012/2016/2019. Strong technical knowledge of Microsoft s Client Operating Systems, primarily Windows 10/11. Good technical knowledge of Backup & DR services. Good knowledge of application support with MS Office and Office 365. Good knowledge of VoIP Telephony systems. Managing deployments / rollouts of IT systems and projects. Active Directory Group Policy and user and group administration. Excellent understanding of PC hardware set-up and configuration. Good knowledge of LAN/WAN networking. Ability to troubleshoot network issues. Ability to work under pressure. Ability to work as an individual and as part of a team. Ability to develop effective working relationships. Professional and confident. This fantastic role comes with an excellent basic salary and is accompanied by a benefits package which includes: Remote working, annual salary review, 25 days holiday (which will increase to 30 days based upon length of service), private medical insurance, pension and many more.
Do you have a passion for technology and strong leadership skills that can drive success within a data centre? We are thrilled to be working with our renowned cloud technology client who is currently looking for a Data Centre Manager to inspire their team in Edinburgh. What you will get in your new role Attractive starting salary of 50,000 - 60,000 per annum 33 days of annual leaving including public/bank holidays Your birthday off Enhanced company pension Private healthcare Free breakfast and snacks Wellbeing programme Free on-site parking Exciting team socials and events Career progression opportunities Your new employer Our client is an industry leader in hybrid cloud and IT infrastructure solutions, providing reliable and secure systems for businesses in the UK and beyond. Celebrating nearly 30 years in business, this well-established client has built trust and meaningful partnerships with many businesses to help contribute to business growth, via their innovative and safe solutions. Responsibilities within your new role As the Data Centre Manager, it's crucial to exemplify the company's values and behaviours while overseeing your team. Ensuring strict adherence to health and safety protocols is paramount for site operations. You'll be responsible for managing all maintenance procedures and contracts, both internally and with specialised subcontractors. Coordination of team resources, scheduling, and management falls within your purview. Providing recommendations for site budget proposals in alignment with established procedures is also part of your role. Driving energy efficiency within the data centre halls, particularly in optimising cooling through containment, is essential. Adhering to service management processes, including handling major incidents, change, and problem management, is critical. Additionally, you'll be tasked with hosting client tours onsite alongside sales colleagues, catering to both new and existing clients. Your experience, qualifications and personality The candidate must possess a deep understanding of industry best practices in data centre services, demonstrating expertise in technical aspects of data centre infrastructure. Familiarity with the UK regulatory framework, especially regarding health and safety legislation in the data centre sector, is essential. Knowledge of ISO 27001, 14000, and PCI standards is required. Effective communication skills are a must, along with demonstrated strong leadership qualities. Apply now! Please send us an up-to-date copy of your CV, by clicking the Apply button. This position is only available to applicants who have immediate Right to Work in the UK and you will be required to provide evidence of such upon request. Also required are up-to-date contact details for at least 2 references. Stafffinders are operating as an Employment Agency for permanent positions and as an Employment Business for temporary positions.
Apr 16, 2024
Full time
Do you have a passion for technology and strong leadership skills that can drive success within a data centre? We are thrilled to be working with our renowned cloud technology client who is currently looking for a Data Centre Manager to inspire their team in Edinburgh. What you will get in your new role Attractive starting salary of 50,000 - 60,000 per annum 33 days of annual leaving including public/bank holidays Your birthday off Enhanced company pension Private healthcare Free breakfast and snacks Wellbeing programme Free on-site parking Exciting team socials and events Career progression opportunities Your new employer Our client is an industry leader in hybrid cloud and IT infrastructure solutions, providing reliable and secure systems for businesses in the UK and beyond. Celebrating nearly 30 years in business, this well-established client has built trust and meaningful partnerships with many businesses to help contribute to business growth, via their innovative and safe solutions. Responsibilities within your new role As the Data Centre Manager, it's crucial to exemplify the company's values and behaviours while overseeing your team. Ensuring strict adherence to health and safety protocols is paramount for site operations. You'll be responsible for managing all maintenance procedures and contracts, both internally and with specialised subcontractors. Coordination of team resources, scheduling, and management falls within your purview. Providing recommendations for site budget proposals in alignment with established procedures is also part of your role. Driving energy efficiency within the data centre halls, particularly in optimising cooling through containment, is essential. Adhering to service management processes, including handling major incidents, change, and problem management, is critical. Additionally, you'll be tasked with hosting client tours onsite alongside sales colleagues, catering to both new and existing clients. Your experience, qualifications and personality The candidate must possess a deep understanding of industry best practices in data centre services, demonstrating expertise in technical aspects of data centre infrastructure. Familiarity with the UK regulatory framework, especially regarding health and safety legislation in the data centre sector, is essential. Knowledge of ISO 27001, 14000, and PCI standards is required. Effective communication skills are a must, along with demonstrated strong leadership qualities. Apply now! Please send us an up-to-date copy of your CV, by clicking the Apply button. This position is only available to applicants who have immediate Right to Work in the UK and you will be required to provide evidence of such upon request. Also required are up-to-date contact details for at least 2 references. Stafffinders are operating as an Employment Agency for permanent positions and as an Employment Business for temporary positions.
Job Description Jackson Hogg are delighted to be working with a company based in Newcastle on their search for a Service Desk Team Leader. This is a permanent role operating on a hybrid basis. The Team The Service Desk operates within the EMEA Service Delivery Team, serving as the primary contact point for both our London and International Offices. Our team's core objective is to provide top-tier IT support to the business. The Role Under the supervision of the Service Desk Manager, this position demands a proactive, well-organised, and self-motivated individual. Strong written and verbal communication skills are essential as the role involves interacting with business personnel and internal IT stakeholders across all levels. Technical proficiency is also required, as the role involves actively contributing to issue resolution while fulfilling leadership responsibilities. Key Responsibilities: The role encompasses, but is not limited to, the following: Team Management: Managing team schedules to ensure adequate coverage during prescribed times. Sharing responsibilities with the Service Desk Team Leader (Desktop Support and User Admin) in the absence of the Service Desk Manager. Contributing to the implementation and adherence to ITIL processes and best practices within the Service Desk. Assisting in monitoring and reporting on KPIs and SLAs for the team. Leading the First Line Team: Ensuring accurate identification and reporting of trend analysis and potential problem areas by the team. Conducting regular one-to-one sessions with team members to discuss performance, training needs, and review yearly objectives. Ensuring sufficient coverage on the first line desk daily. Monitoring ServiceNow call queues to ensure timely ticket resolution within SLA and to the required standards. Escalation Point: Serving as the initial escalation point for customer escalations. Participating in the internal Service Desk escalation team as a technical point of contact for analysts and apprentices. Process Management: Identifying service improvement initiatives and ensuring documentation, reporting, and adherence within the Service Desk. Assisting the Service Desk Manager in creating, maintaining, and distributing all Service Desk Processes. Quality Management: Identifying ticket quality issues through monthly reviews, generating reports on team members' performance, and ensuring prompt resolution of any issues. Ensuring monthly reporting on Quality Management is available to relevant managers. Major Incident Management: Collaborating with the Service Desk Manager to oversee the Major Incident process during office hours, ensuring compliance with all aspects of the process. Keeping the Service Desk informed about ongoing Major Incidents and potential workarounds. Key Skills and Experience Demonstrated experience in team supervision, workload prioritization, and resource management. Measurable experience in ITIL service management disciplines such as Incident, Major Incident, and Request Fulfilment, with some exposure to Problem and Change disciplines. Ability to manage personal and team workloads effectively, including roster management. Proven ability to measure and monitor team operational performance through agreed KPIs and provide management reports. Significant experience in customer service management, particularly with high-profile and VIP customers in demanding environments. Ability to prioritize personal and team workloads to meet changing business requirements. Proficiency in supporting various technologies including Microsoft Windows 10 and Windows 11, Microsoft Office 365 or above, iPhone devices, printing solutions, Active Directory, email management systems, document management systems, encryption software, and related tools. Experience with NexThink is preferred. For more information, please appy! Our client is unable to offer sponsorship at this time.
Apr 16, 2024
Full time
Job Description Jackson Hogg are delighted to be working with a company based in Newcastle on their search for a Service Desk Team Leader. This is a permanent role operating on a hybrid basis. The Team The Service Desk operates within the EMEA Service Delivery Team, serving as the primary contact point for both our London and International Offices. Our team's core objective is to provide top-tier IT support to the business. The Role Under the supervision of the Service Desk Manager, this position demands a proactive, well-organised, and self-motivated individual. Strong written and verbal communication skills are essential as the role involves interacting with business personnel and internal IT stakeholders across all levels. Technical proficiency is also required, as the role involves actively contributing to issue resolution while fulfilling leadership responsibilities. Key Responsibilities: The role encompasses, but is not limited to, the following: Team Management: Managing team schedules to ensure adequate coverage during prescribed times. Sharing responsibilities with the Service Desk Team Leader (Desktop Support and User Admin) in the absence of the Service Desk Manager. Contributing to the implementation and adherence to ITIL processes and best practices within the Service Desk. Assisting in monitoring and reporting on KPIs and SLAs for the team. Leading the First Line Team: Ensuring accurate identification and reporting of trend analysis and potential problem areas by the team. Conducting regular one-to-one sessions with team members to discuss performance, training needs, and review yearly objectives. Ensuring sufficient coverage on the first line desk daily. Monitoring ServiceNow call queues to ensure timely ticket resolution within SLA and to the required standards. Escalation Point: Serving as the initial escalation point for customer escalations. Participating in the internal Service Desk escalation team as a technical point of contact for analysts and apprentices. Process Management: Identifying service improvement initiatives and ensuring documentation, reporting, and adherence within the Service Desk. Assisting the Service Desk Manager in creating, maintaining, and distributing all Service Desk Processes. Quality Management: Identifying ticket quality issues through monthly reviews, generating reports on team members' performance, and ensuring prompt resolution of any issues. Ensuring monthly reporting on Quality Management is available to relevant managers. Major Incident Management: Collaborating with the Service Desk Manager to oversee the Major Incident process during office hours, ensuring compliance with all aspects of the process. Keeping the Service Desk informed about ongoing Major Incidents and potential workarounds. Key Skills and Experience Demonstrated experience in team supervision, workload prioritization, and resource management. Measurable experience in ITIL service management disciplines such as Incident, Major Incident, and Request Fulfilment, with some exposure to Problem and Change disciplines. Ability to manage personal and team workloads effectively, including roster management. Proven ability to measure and monitor team operational performance through agreed KPIs and provide management reports. Significant experience in customer service management, particularly with high-profile and VIP customers in demanding environments. Ability to prioritize personal and team workloads to meet changing business requirements. Proficiency in supporting various technologies including Microsoft Windows 10 and Windows 11, Microsoft Office 365 or above, iPhone devices, printing solutions, Active Directory, email management systems, document management systems, encryption software, and related tools. Experience with NexThink is preferred. For more information, please appy! Our client is unable to offer sponsorship at this time.
I have an exciting opportunity for an experienced Data Analyst to join a government organisation who deal with investigations into water companies and helping to ensure that our rivers and beaches are clean and safe to use. Within the framework of investigative procedure and evidence production you will have the freedom to create whatever is needed to analyse and present huge volumes of data in a simple, robust, and unchallengeable way to a Court of Law. You will be required to produce any analysis in an evidential format and provide a witness statement. You must be prepared to go to court to present your analysis and evidence (training will be given). Please note - this position does not offer visa sponsorship, you must have the full right to work in the UK already in place and be prepared to undergo a pre-employment BPSS check if successful. Salary: £30,000 - £40,000 Location: Bristol - very flexible working arrangements on offer Job Type: Full-time permanent position. My client is seeking a Data Analyst to join the Water, Land and Biodiversity Enforcement & Investigations Team. You will play a crucial role in empowering the team to produce robust, evidential analysis of data for major investigations into storm discharges from Wastewater Treatment Works. This role offers the freedom to innovate and present large volumes of data in a clear and legally robust manner. Day to Day of the role: Collate and format data for analysis, using advanced Excel skills to create pivot tables and dashboards. Innovate new methods to present vast quantities of data in engaging and understandable ways. Provide evidential reports on specific treatment works and progress to coding new analysis techniques. Assist the investigation team, legal, and counsel to understand the data, its handling, and analysis. Work closely with the Senior Investigations Manager, Deputy Senior Investigating Officer, and Case Officers. Produce analysis in an evidential format and provide witness statements, with the potential to present in court (training provided). Required Skills & Qualifications: Strong understanding of data handling/processing and presentation. Excellent Excel skills, with the ability to handle large data sets. Experience with Python and/or R Experience with Power BI or similar Proactive problem-solving abilities with meticulous attention to detail. Exceptional communication skills, capable of engagingly presenting complex data. Preparedness to respond to environmental incidents and provide business continuity support. Willingness to travel occasionally with overnight stays. Benefits: Competitive salary with flexible working arrangements. Opportunity to contribute to significant environmental investigations. Training and development opportunities. Inclusive and diverse workplace culture. Guaranteed Interview Policy for applicants with disabilities meeting minimum criteria.
Apr 16, 2024
Full time
I have an exciting opportunity for an experienced Data Analyst to join a government organisation who deal with investigations into water companies and helping to ensure that our rivers and beaches are clean and safe to use. Within the framework of investigative procedure and evidence production you will have the freedom to create whatever is needed to analyse and present huge volumes of data in a simple, robust, and unchallengeable way to a Court of Law. You will be required to produce any analysis in an evidential format and provide a witness statement. You must be prepared to go to court to present your analysis and evidence (training will be given). Please note - this position does not offer visa sponsorship, you must have the full right to work in the UK already in place and be prepared to undergo a pre-employment BPSS check if successful. Salary: £30,000 - £40,000 Location: Bristol - very flexible working arrangements on offer Job Type: Full-time permanent position. My client is seeking a Data Analyst to join the Water, Land and Biodiversity Enforcement & Investigations Team. You will play a crucial role in empowering the team to produce robust, evidential analysis of data for major investigations into storm discharges from Wastewater Treatment Works. This role offers the freedom to innovate and present large volumes of data in a clear and legally robust manner. Day to Day of the role: Collate and format data for analysis, using advanced Excel skills to create pivot tables and dashboards. Innovate new methods to present vast quantities of data in engaging and understandable ways. Provide evidential reports on specific treatment works and progress to coding new analysis techniques. Assist the investigation team, legal, and counsel to understand the data, its handling, and analysis. Work closely with the Senior Investigations Manager, Deputy Senior Investigating Officer, and Case Officers. Produce analysis in an evidential format and provide witness statements, with the potential to present in court (training provided). Required Skills & Qualifications: Strong understanding of data handling/processing and presentation. Excellent Excel skills, with the ability to handle large data sets. Experience with Python and/or R Experience with Power BI or similar Proactive problem-solving abilities with meticulous attention to detail. Exceptional communication skills, capable of engagingly presenting complex data. Preparedness to respond to environmental incidents and provide business continuity support. Willingness to travel occasionally with overnight stays. Benefits: Competitive salary with flexible working arrangements. Opportunity to contribute to significant environmental investigations. Training and development opportunities. Inclusive and diverse workplace culture. Guaranteed Interview Policy for applicants with disabilities meeting minimum criteria.
Global Information Security Operations Manager This is a senior technical lead position that will focus on MLP's security incident response and manage global security operations staff. The role will also include maintenance, monitoring and administration of key information security technologies. The Information Security Team fosters a collaborative environment and is building a best of breed practice to partner with the business to protect the Firm's information and computer systems. The successful candidate must have hands-on technical experience in supporting infrastructure platforms and providing leadership to junior members of the team. The role is suited to individuals with prior experience developing and implementing security procedures and controls as well as management experience in a Security Operations Center (SOC) environment. Millennium is a complex and robust technical environment and securing the Firm from external and internal threats is a top priority which makes this role very challenging. Principal Responsibilities Responsible for the daily operation of enterprise security systems including SIEM, SOAR, Elastic, ticketing, alerting, and messaging systems. Manage junior level analysts in the daily operation of enterprise security systems including shift rotations and hand-offs. Work closely with Managed Security Providers (MSP) to maintain runbooks, escalation procedures, and consume available threat intelligence. Utilize detective controls to develop rules and alerts to drive security monitoring. Perform hunt activities across our log aggregation and SIEM platforms. Recommend, test, tune and implement SIEM and other tooling correlation rules. Identify false-positives from alerting, and perform incident response, triage, incident analysis and remediation tasks. Recommend and develop new SIEM use cases/rules with engineering teams. Maintain documentation for the SOC function, including training program for new Security Operations personnel. Participate in Information Security Incident Response activities for the Firm's environment. Enforce security policies and procedures by administering and monitoring appropriate systems, events and answering client queries. Perform threat and vulnerability management functions including vulnerability scans and/or analyze results of scans and assist with remediation as required. Collaborate with the Information Security Team to consume feeds from a suite of security tools including AV, Advanced Malware Detection, SIEM, IDS, Vulnerability scanners, etc. Ensure MLP enterprise security products are functioning and protecting the environment as expected while providing stability and maintaining policies and procedures. Actively monitor new and emerging security and privacy related technologies, trends, issues, and solutions and assess their applicability to Millennium key business initiatives and business strategies. Provide technical support to IT staff in the detection and resolution of security problems. Develop and maintain documentation of all Security products including specific tools, technologies and processes. Qualifications/Skills Required Experience performing security monitoring and incident response and triage work in a 24/7 environment. Experience with people management in a technical role, preferably in a SOC setting. Experience with ticketing systems and API integration work. Hands-on experience with one of the major SIEM platforms in use i.e Splunk, Q1Radar, etc Excellent understanding of common exploit scenarios and indicators of compromise (IOCs) Log analysis and experience reviewing security events. Ability to manipulate data and produce relevant metrics and reporting around security incidents. Excellent understanding and experience across broad spectrum of technologies - including operating system, cloud, Active Directory, Group Policy, DNS, Messaging. High level understanding of internetworking, data transmission and encryption protocols. Experience with vulnerability management scanning platforms. Ability to handle sensitive and/or confidential materials with appropriate discretion. Scripting and development skills (Python, Powershell, VBscript, Rest a plus). Possess a passion for Information Security and Technology. Able to prioritize in a fast moving, high pressure, constantly changing environment; High sense of urgency Ability to communicate and collaborate across technology teams. Bachelor's degree (Computer Science or Engineering preferred) with strong IT background. Have substantial experience working in a technical role and extensive experience concentrating on information security, financial industry At least one security certification (CISSP, CEH, GCIA, CISM, etc.).
Apr 16, 2024
Full time
Global Information Security Operations Manager This is a senior technical lead position that will focus on MLP's security incident response and manage global security operations staff. The role will also include maintenance, monitoring and administration of key information security technologies. The Information Security Team fosters a collaborative environment and is building a best of breed practice to partner with the business to protect the Firm's information and computer systems. The successful candidate must have hands-on technical experience in supporting infrastructure platforms and providing leadership to junior members of the team. The role is suited to individuals with prior experience developing and implementing security procedures and controls as well as management experience in a Security Operations Center (SOC) environment. Millennium is a complex and robust technical environment and securing the Firm from external and internal threats is a top priority which makes this role very challenging. Principal Responsibilities Responsible for the daily operation of enterprise security systems including SIEM, SOAR, Elastic, ticketing, alerting, and messaging systems. Manage junior level analysts in the daily operation of enterprise security systems including shift rotations and hand-offs. Work closely with Managed Security Providers (MSP) to maintain runbooks, escalation procedures, and consume available threat intelligence. Utilize detective controls to develop rules and alerts to drive security monitoring. Perform hunt activities across our log aggregation and SIEM platforms. Recommend, test, tune and implement SIEM and other tooling correlation rules. Identify false-positives from alerting, and perform incident response, triage, incident analysis and remediation tasks. Recommend and develop new SIEM use cases/rules with engineering teams. Maintain documentation for the SOC function, including training program for new Security Operations personnel. Participate in Information Security Incident Response activities for the Firm's environment. Enforce security policies and procedures by administering and monitoring appropriate systems, events and answering client queries. Perform threat and vulnerability management functions including vulnerability scans and/or analyze results of scans and assist with remediation as required. Collaborate with the Information Security Team to consume feeds from a suite of security tools including AV, Advanced Malware Detection, SIEM, IDS, Vulnerability scanners, etc. Ensure MLP enterprise security products are functioning and protecting the environment as expected while providing stability and maintaining policies and procedures. Actively monitor new and emerging security and privacy related technologies, trends, issues, and solutions and assess their applicability to Millennium key business initiatives and business strategies. Provide technical support to IT staff in the detection and resolution of security problems. Develop and maintain documentation of all Security products including specific tools, technologies and processes. Qualifications/Skills Required Experience performing security monitoring and incident response and triage work in a 24/7 environment. Experience with people management in a technical role, preferably in a SOC setting. Experience with ticketing systems and API integration work. Hands-on experience with one of the major SIEM platforms in use i.e Splunk, Q1Radar, etc Excellent understanding of common exploit scenarios and indicators of compromise (IOCs) Log analysis and experience reviewing security events. Ability to manipulate data and produce relevant metrics and reporting around security incidents. Excellent understanding and experience across broad spectrum of technologies - including operating system, cloud, Active Directory, Group Policy, DNS, Messaging. High level understanding of internetworking, data transmission and encryption protocols. Experience with vulnerability management scanning platforms. Ability to handle sensitive and/or confidential materials with appropriate discretion. Scripting and development skills (Python, Powershell, VBscript, Rest a plus). Possess a passion for Information Security and Technology. Able to prioritize in a fast moving, high pressure, constantly changing environment; High sense of urgency Ability to communicate and collaborate across technology teams. Bachelor's degree (Computer Science or Engineering preferred) with strong IT background. Have substantial experience working in a technical role and extensive experience concentrating on information security, financial industry At least one security certification (CISSP, CEH, GCIA, CISM, etc.).
Senior Incident and Problem Manager Leeds/Rugby/ Warrington/ Hybrid £55k-£60k with a bonus of up to 15%. We have partnered with an organisation who are hiring for a Major Incident and Problem Manager to focus on the governance of IT incidents and problems with the aim to reduce any business disruption. The ideal Major Incident and Problem Manager will be responsible for managing the full problem lifecycle and act as the lead in the Incident and Problem Management team. The role will be primarily based remotely with travel to the organisation s various sites twice a month. Responsibilities of the Major Incident and Problem Manager: - Take full ownership of incident management process and adhere to SLAs. - Play an active part in driving the incident reduction plan. - Lead the recovery of high-profile technology incidents within complex environments. - End to end management of all problems. - Manage and report on problem activities and make sure that CSFs and KPIPs are met. - Use problem acceptance criteria to review problems. Requirements of the Major Incident and Problem Manager: - 3+ years experience in Incident management and problem management position. - Experience within people management - Proven experience in an IT Services environment with IT Infrastructure - Strong background within a problem management and continual service management position. - Attention to detail, excellent communication skills and work well under pressure. To discuss this exciting opportunity in more detail, please APPLY NOW for a no obligation chat with your VIQU Consultant. Additionally, you can contact Dan Freeman , by exploring the VIQU IT Recruitment website . If you know someone who would be ideal for this role, by way of showing our appreciation, VIQU is offering an introduction fee up to £1,000 once your referral has successfully started work with our client (terms apply). To be the first to hear about other exciting opportunities, technology and recruitment news, please also follow us at VIQU IT Recruitment on LinkedIn, and
Apr 15, 2024
Full time
Senior Incident and Problem Manager Leeds/Rugby/ Warrington/ Hybrid £55k-£60k with a bonus of up to 15%. We have partnered with an organisation who are hiring for a Major Incident and Problem Manager to focus on the governance of IT incidents and problems with the aim to reduce any business disruption. The ideal Major Incident and Problem Manager will be responsible for managing the full problem lifecycle and act as the lead in the Incident and Problem Management team. The role will be primarily based remotely with travel to the organisation s various sites twice a month. Responsibilities of the Major Incident and Problem Manager: - Take full ownership of incident management process and adhere to SLAs. - Play an active part in driving the incident reduction plan. - Lead the recovery of high-profile technology incidents within complex environments. - End to end management of all problems. - Manage and report on problem activities and make sure that CSFs and KPIPs are met. - Use problem acceptance criteria to review problems. Requirements of the Major Incident and Problem Manager: - 3+ years experience in Incident management and problem management position. - Experience within people management - Proven experience in an IT Services environment with IT Infrastructure - Strong background within a problem management and continual service management position. - Attention to detail, excellent communication skills and work well under pressure. To discuss this exciting opportunity in more detail, please APPLY NOW for a no obligation chat with your VIQU Consultant. Additionally, you can contact Dan Freeman , by exploring the VIQU IT Recruitment website . If you know someone who would be ideal for this role, by way of showing our appreciation, VIQU is offering an introduction fee up to £1,000 once your referral has successfully started work with our client (terms apply). To be the first to hear about other exciting opportunities, technology and recruitment news, please also follow us at VIQU IT Recruitment on LinkedIn, and
Company Description We foster diverse perspectives and embrace innovation to help our clients navigate the uncertainty of capital markets. Through high-quality research and diversified investment services, we serve institutions, individuals, and private wealth clients in major markets worldwide. Our ambition is simple: to be our clients' most valued asset-management partner. Job Description Summary We seek a London-based End User Technology Analyst to join our EMEA End User Technology Team in Global Technology & Operations (GTO). Role Description The End User Technology Analyst is a key role for our firm providing the delivery and support of end user and workspace technology to our staff across EMEA offices. The successful candidate will be expected to build strong relationships with the business staff and management, acting as a trusted advisor for technology solutions as well as providing ongoing training to increase awareness and adoption of technology. This is a client-facing role which will have daily interaction with business and technology staff, including executive management. Key job responsibilities include, but are not limited to Act as a partner, trusted advisor and relationship manager for our business users, serving as the face of enterprise technology. This is business unit and/or location aligned and partners with the global technology management. Partner with product management, engineering?teams, and business aligned technology teams, providing feedback on products and services and engaging when new solutions are requested. Manage customer expectations and client experience in relation to consumption of enterprise technology by levering quantitative metrics, soliciting and analyzing client feedback, with the goal of providing superior service across our technology product offerings. End-user technology subject matter expert, understanding the product portfolio and how to support them. Ownership of all incident tickets and service requests for the business and/or location the candidate is aligned too. This includes the logging, review and escalation of incident tickets and problems, updating of knowledge articles, and facilitation across technology teams. Drive product training and adoption efforts; conduct end-user training, new hire training, host Tech Bar. Overall owner of?the new hire experience (setup, applications, on-boarding, training, etc.). Leads planning and buildouts of workplace technology for new offices, as well as regular move, add and change activities. Owns hardware procurement, disposal and asset management, including the regional equipment loaner programs. What makes this role unique or interesting? The successful candidate will be business-aligned and will have the opportunity to interact with all aspects of the business and technology. They will gain a thorough understanding of how technology impacts our business and contribute to the products and services that improve the business experience. The technology organization is highly collaborative and end user technologists are empowered and encouraged to be involved in discussions with engineers and application owners to work together on technology solutions. Qualifications, Experience, Education Bachelor's degree preferred. 5 years related experience is preferred.? Proven track record of supporting demanding and high energy users. Skills Strong interpersonal and communication skills. Strong business and technical writing skills. Demonstration of strong verbal and written communications skills in a corporate environment. Strong presence and presentation skills. Strong executive presence and high energy. Special Knowledge Strong understanding of IT Service Management practices, experience in using ITSM programs and the use of ServiceNow. Excellent troubleshooting, technical & creative problem-solving and analytical ability. Knowledge of Windows capabilities e.g. folder redirection, roaming profiles, distributed file system (DFS), permissions and shares. Strong knowledge of Windows 10 and 11 operating systems. Strong knowledge of Apple and Android mobile devices. Knowledge of Microsoft Active Directory and Active Roles interface. Knowledge of Cisco desktop phones and features. Salary £55,000 - £65,000 including bonus and benefits Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: gb/en/privacy-notice Security alert: scammers are currently targeting jobseekers. Robert Half do not ask candidates for a fee or request candidates to send applications through instant messaging services such as WhatsApp or Telegram. Learn how to protect yourself by visiting our website: gb/en/how-spot-recruitment-scams-and-protect-yourself
Apr 15, 2024
Full time
Company Description We foster diverse perspectives and embrace innovation to help our clients navigate the uncertainty of capital markets. Through high-quality research and diversified investment services, we serve institutions, individuals, and private wealth clients in major markets worldwide. Our ambition is simple: to be our clients' most valued asset-management partner. Job Description Summary We seek a London-based End User Technology Analyst to join our EMEA End User Technology Team in Global Technology & Operations (GTO). Role Description The End User Technology Analyst is a key role for our firm providing the delivery and support of end user and workspace technology to our staff across EMEA offices. The successful candidate will be expected to build strong relationships with the business staff and management, acting as a trusted advisor for technology solutions as well as providing ongoing training to increase awareness and adoption of technology. This is a client-facing role which will have daily interaction with business and technology staff, including executive management. Key job responsibilities include, but are not limited to Act as a partner, trusted advisor and relationship manager for our business users, serving as the face of enterprise technology. This is business unit and/or location aligned and partners with the global technology management. Partner with product management, engineering?teams, and business aligned technology teams, providing feedback on products and services and engaging when new solutions are requested. Manage customer expectations and client experience in relation to consumption of enterprise technology by levering quantitative metrics, soliciting and analyzing client feedback, with the goal of providing superior service across our technology product offerings. End-user technology subject matter expert, understanding the product portfolio and how to support them. Ownership of all incident tickets and service requests for the business and/or location the candidate is aligned too. This includes the logging, review and escalation of incident tickets and problems, updating of knowledge articles, and facilitation across technology teams. Drive product training and adoption efforts; conduct end-user training, new hire training, host Tech Bar. Overall owner of?the new hire experience (setup, applications, on-boarding, training, etc.). Leads planning and buildouts of workplace technology for new offices, as well as regular move, add and change activities. Owns hardware procurement, disposal and asset management, including the regional equipment loaner programs. What makes this role unique or interesting? The successful candidate will be business-aligned and will have the opportunity to interact with all aspects of the business and technology. They will gain a thorough understanding of how technology impacts our business and contribute to the products and services that improve the business experience. The technology organization is highly collaborative and end user technologists are empowered and encouraged to be involved in discussions with engineers and application owners to work together on technology solutions. Qualifications, Experience, Education Bachelor's degree preferred. 5 years related experience is preferred.? Proven track record of supporting demanding and high energy users. Skills Strong interpersonal and communication skills. Strong business and technical writing skills. Demonstration of strong verbal and written communications skills in a corporate environment. Strong presence and presentation skills. Strong executive presence and high energy. Special Knowledge Strong understanding of IT Service Management practices, experience in using ITSM programs and the use of ServiceNow. Excellent troubleshooting, technical & creative problem-solving and analytical ability. Knowledge of Windows capabilities e.g. folder redirection, roaming profiles, distributed file system (DFS), permissions and shares. Strong knowledge of Windows 10 and 11 operating systems. Strong knowledge of Apple and Android mobile devices. Knowledge of Microsoft Active Directory and Active Roles interface. Knowledge of Cisco desktop phones and features. Salary £55,000 - £65,000 including bonus and benefits Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: gb/en/privacy-notice Security alert: scammers are currently targeting jobseekers. Robert Half do not ask candidates for a fee or request candidates to send applications through instant messaging services such as WhatsApp or Telegram. Learn how to protect yourself by visiting our website: gb/en/how-spot-recruitment-scams-and-protect-yourself
Employer description: St Andrews is a unique and captivating place, and the University is a key part of its charm. Seven centuries of history link the students with the town, leading to the ancient and yet modern institution apparent today. Overview: Through a period of apprenticeship and training, you will learn and develop the necessary skills, expertise and experience to provide assistance to the members of the IT Service Desk and ultimately be able to fully perform the role of IT Service Desk Analyst. Responsibilities: Working with others, develop skills to provide the customer interface to IT Services via counter services, telephone and electronic communications. Contribute to handling incidents, problem records and service requests; proactively seek resolutions for customers; deal with issues and complaints in a professional and calm manner. Learning how to provide first line technical support on all IT related matters aiming at resolving majority of incidents at first point of call using advanced diagnostic techniques, system administrator rights and remote control of desktops. Developing an understanding of how to delegate incident/service requests which cannot be resolved at first point of contact to the appropriate group, retaining ownership through to resolution. Communicating with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages. Contributing to user support for core University hardware and software. Endeavouring to pursue continuous service improvement culture, contribute to, maintain and update procedures. Maintaining accurate records and reporting information on the level of faults and requests by logging all relevant incident/service request details and allocating categorization and prioritisation codes. Understanding how and when to escalate to the appropriate manager any incidents that require reporting for further escalation. Assisting others to provide staff and students with support for connecting their personal computers to the University network. Contributing to effective communication with all staff and students in the resolution of faults and requests. Assisting others to define and maintain knowledge data by amending and creating documents under the approval of the IT Service Desk Supervisor. Endeavouring to keep abreast of current and emerging hardware and software technologies. Assisting others to provide cover and technical support in other areas of IT support as required. Desirable skills: Good communication skills Understand and know how to deliver a good customer service An interest and enthusiasm for IT/AV Salary: £12,194 per annum in year 1, rising to £15,243 in year 2 Working hours: Monday to Friday, 8.45am - 5pm Benefits: Annual leave of 30 days plus 5 bank holidays Staff discount scheme Subsidised sports membership Free staff parking Range of family friendly policies Future prospects: 90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average. Important information: This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support. Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role. On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6. If you are interested in starting your career and receiving a work based qualification at the same time APPLY NOW!
Apr 15, 2024
Full time
Employer description: St Andrews is a unique and captivating place, and the University is a key part of its charm. Seven centuries of history link the students with the town, leading to the ancient and yet modern institution apparent today. Overview: Through a period of apprenticeship and training, you will learn and develop the necessary skills, expertise and experience to provide assistance to the members of the IT Service Desk and ultimately be able to fully perform the role of IT Service Desk Analyst. Responsibilities: Working with others, develop skills to provide the customer interface to IT Services via counter services, telephone and electronic communications. Contribute to handling incidents, problem records and service requests; proactively seek resolutions for customers; deal with issues and complaints in a professional and calm manner. Learning how to provide first line technical support on all IT related matters aiming at resolving majority of incidents at first point of call using advanced diagnostic techniques, system administrator rights and remote control of desktops. Developing an understanding of how to delegate incident/service requests which cannot be resolved at first point of contact to the appropriate group, retaining ownership through to resolution. Communicating with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages. Contributing to user support for core University hardware and software. Endeavouring to pursue continuous service improvement culture, contribute to, maintain and update procedures. Maintaining accurate records and reporting information on the level of faults and requests by logging all relevant incident/service request details and allocating categorization and prioritisation codes. Understanding how and when to escalate to the appropriate manager any incidents that require reporting for further escalation. Assisting others to provide staff and students with support for connecting their personal computers to the University network. Contributing to effective communication with all staff and students in the resolution of faults and requests. Assisting others to define and maintain knowledge data by amending and creating documents under the approval of the IT Service Desk Supervisor. Endeavouring to keep abreast of current and emerging hardware and software technologies. Assisting others to provide cover and technical support in other areas of IT support as required. Desirable skills: Good communication skills Understand and know how to deliver a good customer service An interest and enthusiasm for IT/AV Salary: £12,194 per annum in year 1, rising to £15,243 in year 2 Working hours: Monday to Friday, 8.45am - 5pm Benefits: Annual leave of 30 days plus 5 bank holidays Staff discount scheme Subsidised sports membership Free staff parking Range of family friendly policies Future prospects: 90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average. Important information: This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support. Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role. On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6. If you are interested in starting your career and receiving a work based qualification at the same time APPLY NOW!
The Service Bar Technician provides face-to-face IT support for end users. The Service Bar Technician will deal with customers' incidents and enquiries, following documented processes to ensure tickets are logged, prioritised and routed correctly. The Service Bar Technician will take responsibility for owning the end-to-end activity relating to the ticket, liaising with other partner support teams as required. The Service Bar Technician will be expected to provide Incident Resolution to support the First Time Fix Service Level Agreement as per documented Knowledge Articles. The environment in which this role operates is fast-paced and continually challenging; as such, to meet our customer needs, the role calls for a degree of flexibility and an expectation that the core working hours are spent on customer sites. Responsibilities. To triage Incidents accurately using the Known Error Database or seeking guidance from relevant staff Perform Break Fix on all desktop equipment where a known fix is available, ensuring normal service is restored as quickly as possible (or a workaround provided) with minimal disruption to the customer, ensuring the customer is kept fully up to date with progress To replace consumable kit when spares are available, enabling a quick resolution with minimum inconvenience to the end user To perform IMAC activities when formal requests are raised Manage individual queues to given targets with zero intervention from the Team Leader Ticket logs are maintained in a timely and efficient manner (in line with SLA's) Constantly review all tickets in Service Bar queues (supporting set KPI's) Working to aid avoidance of SLA breach on tickets. Manage aged tickets to closure Maintain regular contact with Workflow Managers and other IDE staff as required Carry out daily Video Conference Meeting Room checks every morning, following agreed schedule and check list (ensuring tickets logged for any issues). SharePoint site updated daily prior to 10:00 week days Carry out any 'ad hoc' non ticketed work but ensuring subsequent tickets logged To carry out all reasonable tasks as requested by Team Leader/Service Delivery Manager Periodically review IDE Security Policies - centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements. To be compliant with company Health and Safety policy and legislation at all times. Job Skills and Qualifications Skills IT - Support Academic Qualifications Vocational Qualifications Licenses Please expand on any skills and qualifications Knowledge, Skills, Experience Knowledge / Skill Strong customer liaison skills Decision making, confident in own decisions Demonstrable PC and OS troubleshooting Basic hardware knowledge, Laptop Keyboards, Memory, Hard drives Experience Full UK Driving Licence At least two years Proven IT support experience Experience with Microsoft Applications A good understanding of networks and windows Operating systems Video Conferencing knowledge and ability to triage VC related faults Knowledge of bespoke customer applications desirable P4 pass holder desirable Behaviours Team Working : Makes solid efforts to integrate into the team and positively contributes to Team objectives and morale. Demonstrates willingness to work across teams and to learn new skills whilst on the job working at an IT Service Bar Communication : Demonstrates clear and concise written, oral and listening skills, extending to communicating technical jargon in simple terms to customers and in an appropriate manner. Problem Solving and Decision Making : Shows evidence of handling majority of issues/problem escalations and suggest resolutions. Flexibility : Shows evidence of being able to adapt to new situations outside of assigned team. Attitude : Can Do Attitude.Demonstrates drive and determination in coping with difficult situations. Self-Management : Demonstrates evidence of good timekeeping, professional appearance and time management, ability to work under pressure or to tight deadlines. Customer Service : Demonstrates awareness of customer and business needs. Displays tact & diplomacy Ticket Quality : Demonstrates expected Quality requirements consistently, attention to detail Working Location/Environment The position will be based on one of the customer sites, though you will be expected to travel between customer sites; therefore a full UK Driving Licence is essential.
Apr 15, 2024
Full time
The Service Bar Technician provides face-to-face IT support for end users. The Service Bar Technician will deal with customers' incidents and enquiries, following documented processes to ensure tickets are logged, prioritised and routed correctly. The Service Bar Technician will take responsibility for owning the end-to-end activity relating to the ticket, liaising with other partner support teams as required. The Service Bar Technician will be expected to provide Incident Resolution to support the First Time Fix Service Level Agreement as per documented Knowledge Articles. The environment in which this role operates is fast-paced and continually challenging; as such, to meet our customer needs, the role calls for a degree of flexibility and an expectation that the core working hours are spent on customer sites. Responsibilities. To triage Incidents accurately using the Known Error Database or seeking guidance from relevant staff Perform Break Fix on all desktop equipment where a known fix is available, ensuring normal service is restored as quickly as possible (or a workaround provided) with minimal disruption to the customer, ensuring the customer is kept fully up to date with progress To replace consumable kit when spares are available, enabling a quick resolution with minimum inconvenience to the end user To perform IMAC activities when formal requests are raised Manage individual queues to given targets with zero intervention from the Team Leader Ticket logs are maintained in a timely and efficient manner (in line with SLA's) Constantly review all tickets in Service Bar queues (supporting set KPI's) Working to aid avoidance of SLA breach on tickets. Manage aged tickets to closure Maintain regular contact with Workflow Managers and other IDE staff as required Carry out daily Video Conference Meeting Room checks every morning, following agreed schedule and check list (ensuring tickets logged for any issues). SharePoint site updated daily prior to 10:00 week days Carry out any 'ad hoc' non ticketed work but ensuring subsequent tickets logged To carry out all reasonable tasks as requested by Team Leader/Service Delivery Manager Periodically review IDE Security Policies - centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements. To be compliant with company Health and Safety policy and legislation at all times. Job Skills and Qualifications Skills IT - Support Academic Qualifications Vocational Qualifications Licenses Please expand on any skills and qualifications Knowledge, Skills, Experience Knowledge / Skill Strong customer liaison skills Decision making, confident in own decisions Demonstrable PC and OS troubleshooting Basic hardware knowledge, Laptop Keyboards, Memory, Hard drives Experience Full UK Driving Licence At least two years Proven IT support experience Experience with Microsoft Applications A good understanding of networks and windows Operating systems Video Conferencing knowledge and ability to triage VC related faults Knowledge of bespoke customer applications desirable P4 pass holder desirable Behaviours Team Working : Makes solid efforts to integrate into the team and positively contributes to Team objectives and morale. Demonstrates willingness to work across teams and to learn new skills whilst on the job working at an IT Service Bar Communication : Demonstrates clear and concise written, oral and listening skills, extending to communicating technical jargon in simple terms to customers and in an appropriate manner. Problem Solving and Decision Making : Shows evidence of handling majority of issues/problem escalations and suggest resolutions. Flexibility : Shows evidence of being able to adapt to new situations outside of assigned team. Attitude : Can Do Attitude.Demonstrates drive and determination in coping with difficult situations. Self-Management : Demonstrates evidence of good timekeeping, professional appearance and time management, ability to work under pressure or to tight deadlines. Customer Service : Demonstrates awareness of customer and business needs. Displays tact & diplomacy Ticket Quality : Demonstrates expected Quality requirements consistently, attention to detail Working Location/Environment The position will be based on one of the customer sites, though you will be expected to travel between customer sites; therefore a full UK Driving Licence is essential.
Min 2 years experience managing a service support team IT support for a blue light service Manage a team providing 24 x 7 x 365 support Technical knowledge of blue light infrastructure systems (eg. Vision), mobilisation systems and 999 Voice communications Support of fireground radios, officer paging and on-call alerting Supplier Contract Management Certified ITIL v4.0 in Service Management (preferred) Full driving license (manual gearbox) Stakeholder Management Awareness of ESMCP (Home Office programme) Will have Line Management responsibility of a medium team Provide first class IT technical and customer support, through the provision, co-ordination and management of the IT Service Hub.Lead and manage the IT Service Hub team and be responsible for the efficient use of the Council's resources in the provision of an IT support service. Ensure quality control of these services thereby maintaining high levels of customer satisfaction through reviewing feedback to improve services. Act as the sovereign Service Hub and Incident Manager ensuring incidents are escalated and managed according to their severity and impact on business critical systems, paying particular attention to managing major Incidents. Report to the IT Customer Services Group Manager on any issue that could significantly impact the business and attend Change Advisory Board meetings as required.Be responsible for the Service Request handling within the Service Hub, its process and procedures. Work with other IT teams to develop the Request Fulfilment process to enable users to request and receive standard services. Provide information to users and customers about services and procedures for obtaining them.Work closely with the IT Problem Manager to ensure effective resolution of IT Problems, providing appropriate information and support to enable root cause data to be produced and ultimately to drive down repeated incidents. Be a key member of the group of ITIL process and function mangers that review, design and develop processes supported by the Service Hub such as Change, Availability, Problem and Service Level Management. Proactively feed information and metrics into these processes and into technical design processes and specialist support functions to inform decision making and strategic development. Develop, monitor and review standards of customer care and ensure these are consistently high to guarantee customer satisfaction and to achieve or exceed expectations.Instigate, implement and manage changes through service improvement initiatives to policies, processes and operational procedures which maximise the ability of IT to deliver services to its customers. Work with internal and external auditors to identify policy and process enhancements to meet security and compliance standards. Ensure up to date documentation is available to Service Hub staff and that procedures remain relevant to the evolving needs of the business, staff and Members.Lead on designing and providing advice and guidance for customers by a variety of proactive and reactive means to inform and explain service interruptions and other IT service information using language understood by the customer. Ensure all incidents reported to the Service Hub are clearly recorded and when escalated to other IT teams, that ownership is retained and their progress monitored to ensure consistency of response and customer service.Devise and carry out analysis and reporting of detailed service metrics. Implement controls to effectively manage the workload of Service Hub staff by assessing the numbers of requests being handled, the types of request requiring most staff attention and types of request taking the longest time to turnaround. Connect2Surrey, part of Surrey County Council & Kent Commercial Services LLP, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.
Apr 15, 2024
Full time
Min 2 years experience managing a service support team IT support for a blue light service Manage a team providing 24 x 7 x 365 support Technical knowledge of blue light infrastructure systems (eg. Vision), mobilisation systems and 999 Voice communications Support of fireground radios, officer paging and on-call alerting Supplier Contract Management Certified ITIL v4.0 in Service Management (preferred) Full driving license (manual gearbox) Stakeholder Management Awareness of ESMCP (Home Office programme) Will have Line Management responsibility of a medium team Provide first class IT technical and customer support, through the provision, co-ordination and management of the IT Service Hub.Lead and manage the IT Service Hub team and be responsible for the efficient use of the Council's resources in the provision of an IT support service. Ensure quality control of these services thereby maintaining high levels of customer satisfaction through reviewing feedback to improve services. Act as the sovereign Service Hub and Incident Manager ensuring incidents are escalated and managed according to their severity and impact on business critical systems, paying particular attention to managing major Incidents. Report to the IT Customer Services Group Manager on any issue that could significantly impact the business and attend Change Advisory Board meetings as required.Be responsible for the Service Request handling within the Service Hub, its process and procedures. Work with other IT teams to develop the Request Fulfilment process to enable users to request and receive standard services. Provide information to users and customers about services and procedures for obtaining them.Work closely with the IT Problem Manager to ensure effective resolution of IT Problems, providing appropriate information and support to enable root cause data to be produced and ultimately to drive down repeated incidents. Be a key member of the group of ITIL process and function mangers that review, design and develop processes supported by the Service Hub such as Change, Availability, Problem and Service Level Management. Proactively feed information and metrics into these processes and into technical design processes and specialist support functions to inform decision making and strategic development. Develop, monitor and review standards of customer care and ensure these are consistently high to guarantee customer satisfaction and to achieve or exceed expectations.Instigate, implement and manage changes through service improvement initiatives to policies, processes and operational procedures which maximise the ability of IT to deliver services to its customers. Work with internal and external auditors to identify policy and process enhancements to meet security and compliance standards. Ensure up to date documentation is available to Service Hub staff and that procedures remain relevant to the evolving needs of the business, staff and Members.Lead on designing and providing advice and guidance for customers by a variety of proactive and reactive means to inform and explain service interruptions and other IT service information using language understood by the customer. Ensure all incidents reported to the Service Hub are clearly recorded and when escalated to other IT teams, that ownership is retained and their progress monitored to ensure consistency of response and customer service.Devise and carry out analysis and reporting of detailed service metrics. Implement controls to effectively manage the workload of Service Hub staff by assessing the numbers of requests being handled, the types of request requiring most staff attention and types of request taking the longest time to turnaround. Connect2Surrey, part of Surrey County Council & Kent Commercial Services LLP, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.
Organisation Organisation - Customers, Communication and Technology Job Job - Technology Service Operations Position Type - Full Time Location: North Greenwich, London, UK / Hybrid 50% Office attendance Salary: £55,000 to £60,000 + Fantastic Benefits UK Sponsorship available, although candidates are responsible for their own application fees. About us: The CoE (Centre of Excellence) Asset Management Team at TFL currently consists of over 45 Maximo Specialists delivering Project Development and Support for all major TfL areas including London Underground, London Overground, TfL Surface, also the new Elizabeth Line with over 4000 Maximo Users. With 4 Maximo Projects in process to improve Asset Management in these fields. We support applications that cover business critical services for TfL in asset management. We work with ERP, commercial off the shelf, in-house developed software, transport maintenance, planning systems and online services. To assist us in delivering these services your experience must include having worked with Maximo. The Role: You will be accountable for the provision of Level 2 (and where appropriate Level 3) service for TfL's environments, ensuring that all services are delivered to the agreed standards, quality and performance. Our work will sometimes require out of hours support, support of weekend or out of hour's maintenance or release activities for certain applications and you would need to play a part in this. Key Accountabilities - Responsible for executing support activities to enable fault resolution within the agreed SLAs to ensure the restoration of the services within the team's portfolio. - You will be Responsible for developing and delivering recommendations to resolve critical defects and manage wider implications of system faults to ensure the restoration/improvement of the service. - Assisting in recommending service and process improvements to ensure effective handling and correction of defects in the TfL environments. - Accountable for resolving incidents and fulfilling Service Requests within SLA targets, which are assigned to them, or ensuring they are moved to the correct resolver team. - Advancing service incidents to a higher severity when appropriate to ensure the on-going security and safety of TfL's business operation and delivery of service within SLAs. - Responsible for Technical Knowledge Management, peer to peer training and knowledge handover to Application Engineers. - Accountable for assisting Projects and other technical teams to deliver new services / update existing services in their portfolio. Skills - You will have excellent oral and written communication skills at a business and technical level - You should be highly skilled at solving and communicating complex problems - We require someone who communicates clearly and is skilled at adapting their communication style to meet the needs of the audience. - It is essential that you have Relevant Business Application technical support skills Knowledge - Extensive Industry experience in an Application Support environment - You should have knowledge of ITIL V3 Service Management - Knowledge of current/emerging technologies and processes employed in Enterprise Wide IT services. - Working knowledge of at least a few of the following products: Maximo (v7.5, v7.6); Maximo for Transportation; Maximo Linear Asset Manager; Maximo HSE Manager; Maximo Scheduler; Maximo Asset Configuration Manager; Maximo Calibration; CIM Visual Planning Suite, TRM Rules Manager, BIRT, Maximo Anywhere; SAP Mobile Platform 3.0; and Maximo Everyplace. - Strong WebSphere, and Database (Oracle/SQL) skills are needed. - Good Knowledge of - Enterprise Resource Planning, and Asset Management Systems. - Good knowledge of agile project management methodologies. - Good knowledge of solutions development methodologies. Experience - Proven experience of working in a complex multisite environment dealing with business applications and real time implementation systems. - Consistent record of working within a support or operations environment. - Well-developed experience of issues and incident management and working within agreed SLAs. - Minimum of 3 years support and / or implementation experience on Maximo Asset Management and associated systems, including experience of working with Maximo Integration Framework (MIF), Maximo Application Designer, Workflows Designer, Automation Scripts, Configuration and troubleshooting of JVMs and Websphere, and relevant Maximo experience in a transportation environment is desirable. Excellent Benefits include: • Final salary pension scheme • Free travel for you on the TfL network • Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket • 30 days annual leave plus public and bank holidays • TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow • Private healthcare discounted scheme (optional) • Tax-efficient cycle-to-work programme • Retail, health, leisure and travel offers • Discounted Eurostar travel Additional Information Please apply supplying both your CV and a covering letter preferably in ".docx" format. Both documents should be A4, in Arial 12 font, and a maximum of 2 pages per document. If you are shortlisted you may be invited to take part in a Video interview. We endeavour to give candidates as much notice as possible however some interviews/ assessments will be organised at short notice and will require a degree of flexibility. We reserve the right to close the application window early if we receive a high volume of suitable applications. We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair. Many of our staff work flexibly in many different ways. Please talk to us at interview about the flexibility you need. We'll see what we can do. We understand a confidence gap can get in the way of meeting spectacular candidates. So please don't hesitate to apply if you think you have what it takes even if you feel you don't meet all the criteria. We'd love to hear from you.
Apr 14, 2024
Full time
Organisation Organisation - Customers, Communication and Technology Job Job - Technology Service Operations Position Type - Full Time Location: North Greenwich, London, UK / Hybrid 50% Office attendance Salary: £55,000 to £60,000 + Fantastic Benefits UK Sponsorship available, although candidates are responsible for their own application fees. About us: The CoE (Centre of Excellence) Asset Management Team at TFL currently consists of over 45 Maximo Specialists delivering Project Development and Support for all major TfL areas including London Underground, London Overground, TfL Surface, also the new Elizabeth Line with over 4000 Maximo Users. With 4 Maximo Projects in process to improve Asset Management in these fields. We support applications that cover business critical services for TfL in asset management. We work with ERP, commercial off the shelf, in-house developed software, transport maintenance, planning systems and online services. To assist us in delivering these services your experience must include having worked with Maximo. The Role: You will be accountable for the provision of Level 2 (and where appropriate Level 3) service for TfL's environments, ensuring that all services are delivered to the agreed standards, quality and performance. Our work will sometimes require out of hours support, support of weekend or out of hour's maintenance or release activities for certain applications and you would need to play a part in this. Key Accountabilities - Responsible for executing support activities to enable fault resolution within the agreed SLAs to ensure the restoration of the services within the team's portfolio. - You will be Responsible for developing and delivering recommendations to resolve critical defects and manage wider implications of system faults to ensure the restoration/improvement of the service. - Assisting in recommending service and process improvements to ensure effective handling and correction of defects in the TfL environments. - Accountable for resolving incidents and fulfilling Service Requests within SLA targets, which are assigned to them, or ensuring they are moved to the correct resolver team. - Advancing service incidents to a higher severity when appropriate to ensure the on-going security and safety of TfL's business operation and delivery of service within SLAs. - Responsible for Technical Knowledge Management, peer to peer training and knowledge handover to Application Engineers. - Accountable for assisting Projects and other technical teams to deliver new services / update existing services in their portfolio. Skills - You will have excellent oral and written communication skills at a business and technical level - You should be highly skilled at solving and communicating complex problems - We require someone who communicates clearly and is skilled at adapting their communication style to meet the needs of the audience. - It is essential that you have Relevant Business Application technical support skills Knowledge - Extensive Industry experience in an Application Support environment - You should have knowledge of ITIL V3 Service Management - Knowledge of current/emerging technologies and processes employed in Enterprise Wide IT services. - Working knowledge of at least a few of the following products: Maximo (v7.5, v7.6); Maximo for Transportation; Maximo Linear Asset Manager; Maximo HSE Manager; Maximo Scheduler; Maximo Asset Configuration Manager; Maximo Calibration; CIM Visual Planning Suite, TRM Rules Manager, BIRT, Maximo Anywhere; SAP Mobile Platform 3.0; and Maximo Everyplace. - Strong WebSphere, and Database (Oracle/SQL) skills are needed. - Good Knowledge of - Enterprise Resource Planning, and Asset Management Systems. - Good knowledge of agile project management methodologies. - Good knowledge of solutions development methodologies. Experience - Proven experience of working in a complex multisite environment dealing with business applications and real time implementation systems. - Consistent record of working within a support or operations environment. - Well-developed experience of issues and incident management and working within agreed SLAs. - Minimum of 3 years support and / or implementation experience on Maximo Asset Management and associated systems, including experience of working with Maximo Integration Framework (MIF), Maximo Application Designer, Workflows Designer, Automation Scripts, Configuration and troubleshooting of JVMs and Websphere, and relevant Maximo experience in a transportation environment is desirable. Excellent Benefits include: • Final salary pension scheme • Free travel for you on the TfL network • Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket • 30 days annual leave plus public and bank holidays • TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow • Private healthcare discounted scheme (optional) • Tax-efficient cycle-to-work programme • Retail, health, leisure and travel offers • Discounted Eurostar travel Additional Information Please apply supplying both your CV and a covering letter preferably in ".docx" format. Both documents should be A4, in Arial 12 font, and a maximum of 2 pages per document. If you are shortlisted you may be invited to take part in a Video interview. We endeavour to give candidates as much notice as possible however some interviews/ assessments will be organised at short notice and will require a degree of flexibility. We reserve the right to close the application window early if we receive a high volume of suitable applications. We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair. Many of our staff work flexibly in many different ways. Please talk to us at interview about the flexibility you need. We'll see what we can do. We understand a confidence gap can get in the way of meeting spectacular candidates. So please don't hesitate to apply if you think you have what it takes even if you feel you don't meet all the criteria. We'd love to hear from you.
DK Recruitment are recruiting for a Incident Manager/Service Desk Manager on behalf of our client based in Corsham working on a long term MOD project. You will have two first line service desk reports and the role is focused on ensuring the incidents are being progressed, identifying trends, raising problem cases, creating reports and owning P1's & Major Incidents. Must be eligible to obtain SC clearance Personally manage and own the progression of P1/major incidents through to remediation stage 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 Experience of leading a Tier 1 service desk for a complex product(s). Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences Paying up to £47,000 + beneifts. This is a full time onsite role in Corsham. If you would like to find out more details, please contact me for a confidential chat!
Apr 13, 2024
Full time
DK Recruitment are recruiting for a Incident Manager/Service Desk Manager on behalf of our client based in Corsham working on a long term MOD project. You will have two first line service desk reports and the role is focused on ensuring the incidents are being progressed, identifying trends, raising problem cases, creating reports and owning P1's & Major Incidents. Must be eligible to obtain SC clearance Personally manage and own the progression of P1/major incidents through to remediation stage 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 Experience of leading a Tier 1 service desk for a complex product(s). Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences Paying up to £47,000 + beneifts. This is a full time onsite role in Corsham. If you would like to find out more details, please contact me for a confidential chat!