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Stability Architect
Eingestellt von E-Frontiers
Gesuchte Skills: Support, Client, Network, Ip
Projektbeschreibung
Job Title: Stability Architects: Managed Networks, Managed IT, Managed Security & Unified Communication
ROLE PURPOSE & VISION
A professional managed service capability is a key requirement for the solutions now sold to our clients customers. These solutions typically have multiple elements including, telecommunications infrastructure, CPE, IT applications, third party components and include continuous service improvement engagements. The successful delivery of a managed service on these elements requires best practice technical assurance capabilities combined with standards based processes.
The role of the stability architect is to perform at the highest level within their technical discipline and to become a trusted service partner to our clients Business customer base. Stability architects will be engaged on continuous service improvement initiatives on a proactive basis and will interact with customers during major incident management. The stability architect will, as part of the continuous service improvement process, also feed into the design of new and existing solution and improve the quality of design and implementation processes.
Our client is developing a technology centre of excellence in conjunction with our partners. Stability architects will lead in the design, development and utilisation of the technology centre of excellence. Participation in partner development initiatives will be promoted.
KEY ACCOUNTABILITIES
- Assurance including continuous service improvement and proactive management of complex networks
- Supporting technologies such as OSPF, BGP, MPLS, load balancing, Firewalls and VPNs which are underpinned by a solid understanding of IP Networking, Routing and Security. Security principals and technologies, Managed IT environments and technologies, Unified Communication solutions.
- Stability Architects will demonstrate a drive to maintaining and extending their professional certifications and accreditations and will typically seek to acquire more than one expert level certification.
- Plan, designs, build and subsequently manage a suite of processes and procedures aligned to the ISO 20000 and ITIL V3. The overall objective of the organisation is to become the centre of excellence for service management in support of the managed solutions
- The stability architect is responsible for determining the root cause of service incidents and events and for establishing and monitoring remediation plans.
- Manage service SLA to minimise exposure to penalties and maximise revenue from bonus eg minimise penalties against SLA. Problems are also likely to be complex in a managed service. A thoroughly understand commercial contracts will be required.
- Experience in organisational change leadership is required.
- Employ a consultative approach with strategic thinking, innovative problem solving, and outstanding leadership.
- Take full responsibility for providing technical clarity and earning customer trust from a technical standpoint, customer trust will be especially gained during major incidents.
- Promote specific area of expertise within the industry and position our client as a leader in the marketplace
- Articulate complex technologies in terms of business capability and possess excellent technical writing skills.
- Input to proposals eg service improvement proposals where specific technical authority is required.
- Production continuous service improvement plans, documented to industry best practice and in line with ISO standards.
- Input to the creation of detailed change plans, test strategies & risk analysis.
- Interface with Sales, Pre-sales, Service, Product Management and other areas as necessary to ensure the explicit objectives of the role Assure and Service are delivered upon.
- Support the ongoing professional development of the business and the broader Assure and Service organisation.
- Deliver presentations on technology trials and seminars for technological advancement, impart knowledge promptly.
- Maintain certifications which contribute to overall company technical accreditations.
- Contribute toward collaborative mechanisms for communication amongst peers and engineering disciplines throughout the wider group.
- Liase with external customers.
- Manage own personal development effectively.
- Complete detailed & on time timesheets, performance management documentation, expenses claims etc ie comply with our clients group policies and procedure.
- Coach and mentor Assure and Service team members and assume responsibility for lead engineer role on specific technological areas.
- Participate in an on call' regime at an expert level.
- Ongoing revenue protection through incident and event analysis and service improvements and revenue generation through enhancement of service propositions.
- Build relationships and processes with our partners to support effective problem management within the Assure and Service team.
- When necessary attend customer sites and work on live network environments in support mode for incidents, in install/maintenance mode within a service contract and also on projects on an intermittent basis.
- Assure complex customer environments, virtual cloud based implementation and support of a variety of technologies.
- Utilise customer demonstration labs, reference laboratories and staging environments to their best affect.
- Contribute to developing and executing customer service improvement initiatives.
- Support the successfully delivery of the target Customer Experience through targeted improvement initiatives.
- Ongoing continuous improvement of the capability of the MSC incident, event and problem management process, procedures, systems and capabilities.
- Support the achievement of the MSC wider strategic, financial, operational and customer objectives.
- Maximise personal contribution to the MSC, Assure and Service and Business overall.
KEY PERFORMANCE INDICATORS
COMPETENCY PROFILE
- Revenue Generation per annum for professional services
- Utilisation levels
- Assure and Service satisfaction levels
- SLA outturn
- Understanding of the Group & Business strategy
- Adherence to Performance Management process
- Host external events to promote professional services within the specific industry.
- Follow group policy and procedure compliance
- Development of processes and systems which directly contribute to the enhancement and efficiency of our clients business managed services
- Service Improvement initiatives delivered/Deming Cycle
- Partner development (SDK) initiative participation
Business
- Customer Focus (3)
- Results Focus (4)
- Problem solving (4)
- Business Focus (3)
- Teamwork (3)
- Innovation (4)
- Change Orientation (3)
People
OTHER KEY SKILLS
- Experience - typically a minimum 12 years industry experience
- Industry Background - Comms/ICT/Consulting/SI
- Verbal & Written skill and ability articulate complex technical ideas to technical and non technical audiences
- Achieve relevant recognised qualifications such as CCIE. Multiple qualifications a distinct advantage to
SUPERVISING MANAGER
Head of Managed Service Centre
ROLE PURPOSE & VISION
A professional managed service capability is a key requirement for the solutions now sold to our clients customers. These solutions typically have multiple elements including, telecommunications infrastructure, CPE, IT applications, third party components and include continuous service improvement engagements. The successful delivery of a managed service on these elements requires best practice technical assurance capabilities combined with standards based processes.
The role of the stability architect is to perform at the highest level within their technical discipline and to become a trusted service partner to our clients Business customer base. Stability architects will be engaged on continuous service improvement initiatives on a proactive basis and will interact with customers during major incident management. The stability architect will, as part of the continuous service improvement process, also feed into the design of new and existing solution and improve the quality of design and implementation processes.
Our client is developing a technology centre of excellence in conjunction with our partners. Stability architects will lead in the design, development and utilisation of the technology centre of excellence. Participation in partner development initiatives will be promoted.
KEY ACCOUNTABILITIES
- Assurance including continuous service improvement and proactive management of complex networks
- Supporting technologies such as OSPF, BGP, MPLS, load balancing, Firewalls and VPNs which are underpinned by a solid understanding of IP Networking, Routing and Security. Security principals and technologies, Managed IT environments and technologies, Unified Communication solutions.
- Stability Architects will demonstrate a drive to maintaining and extending their professional certifications and accreditations and will typically seek to acquire more than one expert level certification.
- Plan, designs, build and subsequently manage a suite of processes and procedures aligned to the ISO 20000 and ITIL V3. The overall objective of the organisation is to become the centre of excellence for service management in support of the managed solutions
- The stability architect is responsible for determining the root cause of service incidents and events and for establishing and monitoring remediation plans.
- Manage service SLA to minimise exposure to penalties and maximise revenue from bonus eg minimise penalties against SLA. Problems are also likely to be complex in a managed service. A thoroughly understand commercial contracts will be required.
- Experience in organisational change leadership is required.
- Employ a consultative approach with strategic thinking, innovative problem solving, and outstanding leadership.
- Take full responsibility for providing technical clarity and earning customer trust from a technical standpoint, customer trust will be especially gained during major incidents.
- Promote specific area of expertise within the industry and position our client as a leader in the marketplace
- Articulate complex technologies in terms of business capability and possess excellent technical writing skills.
- Input to proposals eg service improvement proposals where specific technical authority is required.
- Production continuous service improvement plans, documented to industry best practice and in line with ISO standards.
- Input to the creation of detailed change plans, test strategies & risk analysis.
- Interface with Sales, Pre-sales, Service, Product Management and other areas as necessary to ensure the explicit objectives of the role Assure and Service are delivered upon.
- Support the ongoing professional development of the business and the broader Assure and Service organisation.
- Deliver presentations on technology trials and seminars for technological advancement, impart knowledge promptly.
- Maintain certifications which contribute to overall company technical accreditations.
- Contribute toward collaborative mechanisms for communication amongst peers and engineering disciplines throughout the wider group.
- Liase with external customers.
- Manage own personal development effectively.
- Complete detailed & on time timesheets, performance management documentation, expenses claims etc ie comply with our clients group policies and procedure.
- Coach and mentor Assure and Service team members and assume responsibility for lead engineer role on specific technological areas.
- Participate in an on call' regime at an expert level.
- Ongoing revenue protection through incident and event analysis and service improvements and revenue generation through enhancement of service propositions.
- Build relationships and processes with our partners to support effective problem management within the Assure and Service team.
- When necessary attend customer sites and work on live network environments in support mode for incidents, in install/maintenance mode within a service contract and also on projects on an intermittent basis.
- Assure complex customer environments, virtual cloud based implementation and support of a variety of technologies.
- Utilise customer demonstration labs, reference laboratories and staging environments to their best affect.
- Contribute to developing and executing customer service improvement initiatives.
- Support the successfully delivery of the target Customer Experience through targeted improvement initiatives.
- Ongoing continuous improvement of the capability of the MSC incident, event and problem management process, procedures, systems and capabilities.
- Support the achievement of the MSC wider strategic, financial, operational and customer objectives.
- Maximise personal contribution to the MSC, Assure and Service and Business overall.
KEY PERFORMANCE INDICATORS
COMPETENCY PROFILE
- Revenue Generation per annum for professional services
- Utilisation levels
- Assure and Service satisfaction levels
- SLA outturn
- Understanding of the Group & Business strategy
- Adherence to Performance Management process
- Host external events to promote professional services within the specific industry.
- Follow group policy and procedure compliance
- Development of processes and systems which directly contribute to the enhancement and efficiency of our clients business managed services
- Service Improvement initiatives delivered/Deming Cycle
- Partner development (SDK) initiative participation
Business
- Customer Focus (3)
- Results Focus (4)
- Problem solving (4)
- Business Focus (3)
- Teamwork (3)
- Innovation (4)
- Change Orientation (3)
People
OTHER KEY SKILLS
- Experience - typically a minimum 12 years industry experience
- Industry Background - Comms/ICT/Consulting/SI
- Verbal & Written skill and ability articulate complex technical ideas to technical and non technical audiences
- Achieve relevant recognised qualifications such as CCIE. Multiple qualifications a distinct advantage to
SUPERVISING MANAGER
Head of Managed Service Centre
Projektdetails
Geforderte Qualifikationen
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Kategorie:
IT Entwicklung, Sonstiges