Role Purpose & Vision

The mission of eir Business is to create unmatched value for our customers by providing advanced networking  telecoms solutions that enable their businesses to achieve exceptional levels of mobility, agility, efficiency and competitive advantage. A key component to this is the provision of strong service management capability that is focused on ensuring that our customers experience distinctly superior service over the life of their contract with eir.

A key role in the Managed Service Centre is that of Tier 2 Incident, Change and Problem management engineer, the holders of these roles will have responsibility  for triage and resolution of incidents, implementation of changes and resolution of problems in compliance with ITIL based processes and procedures. The processes will ultimately be supported by a suite of systems which monitor customer services and application.

Key Accountabilities

• Operate the eir Business, suite of systems for monitoring customer and eir infrastructure. The infrastructure which is being monitored supports customer services and applications.
• Deliver best in class monitoring and response for all infrastructure, systems, customers and customer applications. The team will support the managed solutions that we deliver to the eir Business clients.
• Input to proposals where specific technical authority is required.
• Generate pull through revenue on engagements through the identification of technological
• Solutions or enhancements following on from initial engagements.
• Support the on-going professional development of the business.
• Participate in product trials and seminars for technological advancement and impart knowledge promptly.
• Ensure the efficient and effective acceptance of customer projects into Service Operations.
• Maintain certifications which contribute to overall company technical accreditations such as Cisco ATP, HP Master etc.
• Contribute toward collaborative mechanisms for communication amongst peers and engineering disciplines throughout the wider eir group.
• Liaise with external customers including OLOs and MNOs where necessary
• Contribute positively to the overall team culture, design authority and vision
• Manage own personal development effectively.
• Coach and mentor team members and assume responsibility for lead engineer on specific engagements.
• Promote knowledge sharing amongst wider engineering teams
• Work collaboratively and encourages cross disciplinary working between teams
• Continuously look for new ideas, building on and adapting new approaches to fit the needs of the business
• Develop methods or approaches to achieve objectives more effectively and efficiently
• Based in the Citywest campus with possible temporary assignments to logistics centre or customer sites
• As member of the MSC Tier 2 team will take on an additional leadership role as a member of the leadership team for the Managed Service Centre.
• Drive technology innovation through the provision of excellent systems monitoring and processes.p
• Contribute to Continual Service Improvement both personally and as part of the wider team
• Build relationships and processes with our partners e.g. Cisco to support effective technology
• management within the Service Management and Assure team.
• Management of and compliance with customer service and application monitoring SLAs i.e. monitoring of service KPI in line with best practice, emerging trends etc.
• On-going development of the capability of the MSC teams skill, systems and processes.
• Support the achievement of the MSC wider strategic, financial, and operational and customer objectives.
• Maximise personal contribution to the MSC, Assure and eir Business overall.
• Develop and lead organisational processes to industry standards e.g. ITIL, ISO27001 etc.
• Develop appropriate measurements, process control points and reports to demonstrate process
• compliance or highlight non-compliance e.g. Incident management success metric, Change Management success metrics, Emergency Change Management metrics etc.
• Assist in the definition of the key performance metrics for the systems and processes.
• Ensure cost efficient and professional practices prevail
• Management of incident, event and problems, including restoration, normalisation and root cause analysis etc.
• Vendor Management (such as Cisco)
• Key Performance Indicators
• Customer Experience improvements related to incident, event and problem management and processes.
• Customer satisfaction measures related to incident, event and problem management and processes.
• Compliance metrics per contract monitored e.g. incident, event and problem management and processes and KPI.
• Development and implementation of Continuous Service Improvement (CSI) initiatives.
• Incident, event and problem management practices.
• Service Change Management.
• Customer revenue retention and organic growth related to incident, event and problem management.
• Understand the Group & Business strategy,(Employee Survey)
• Adherence to Performance Management process (THRIVE)

Others:

• Line Manager
• Service Operations Duty Manager

Contract Type : Individual Terms

Requirements for a Successful Application:

Competencies

• Business Competencies
• Results Focus (3)
• Change Orientation (3)
• Problem solving (3)
• Innovation (3)

People Competencies

• Leadership (3)
• Coaching and Development (3)
• Teamwork (3)

Qualifications, Knowledge & Experience

• Qualifications – Business/Science
• Degree/Masters/MBA or equivalent
• Applicable Prior Experiential Learning (APEL).
• Min 8yrs experience with Cisco Professional
• level certifications or equivalent e.g. CCNP,CCSP etc.
• Verbal & Written articulation of complex technical solutions
• Experience of service provider or SI systems and processes.
• Knowledge of Operational activities.
• Knowledge of Fixed Line Telecommunications technology and infrastructure e.g. SIP
• Knowledge of Systems and Process in Telecommunications technology, Managed Services and infrastructure.