Reporting directly to the On-Site Resource Team Leader this position encompasses the delivery of on-site support services for all contracted and non-contracted clients. This position requires clear communication, coordination, and time management to ensure that clients' expectations and contractual obligations are met.
The ability to work logically and maintain control while under pressure, and make firm decisions based on common sense and judgement in difficult situations, is paramount.
RESPONSIBILITIES:
The priority given to all these elements is governed by the need to achieve customer satisfaction and meet performance targets. These responsibilities and duties may change in due course of business. In addition to your offer letter of employment the following responsibilities also apply (all regional offices):
* Delivery of on-site support services to contracted and non-contracted customers
* Ensuring all incidents and service requests are managed through ITSM package
* Ensuring all SLA obligations are met in delivery of above services
* Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated to the appropriate team/s (see latest guidelines)
* Implementation and / or fulfilment of remote service requests and installations when required
* Point of escalation, guidance and mentoring for junior staff
* Recommendations of relevant improvements, new technical procedures, products or services to line management
Core competencies:
The backbone of the remote support team this team are what you would call the department “all-rounders”. Needing to have a good working knowledge of all portfolio solutions, services and all-round technical knowledge whilst maintaining high levels of customer service and communication.
* All round “good” knowledge of portfolio services and products.
* Excellent communication and customer service skills, both oral and written.
* Excellent multi-tasking and organisation skills.
* Ability to manage and prioritise own time and work to tight service metrics.
* Work as part of multi-disciplined teams and collaborate effectively.
* Excellent teamwork ethic. Work hard, play hard.
Technical:
As this is a technical position, possessing a strong technical knowledge of various business infrastructure and networks is essential.
This will enable the delivery of a typical “2nd line” helpdesk position, working at a reasonable pace and with a moderate level of technical difficulty. The ability to make sound decisions based on technical knowledge is also a requirement. A necessity for proven experience in these areas can be further expanded on as follows:
* Ability to resolve typical 2nd line queries and escalations such as (but not limited to):
* Complex desktop / PC-related issues
* Server or network troubleshooting
* Office 365 administration
* Good knowledge of industry on-premise infrastructure, desktop, server, datacentre, compute, storage, networking, connectivity, virtualisation and security solutions.
* Good knowledge of industry cloud technology, Office 365, Azure, Private Cloud
* Ability to engage with more technical engineers convincingly.
* Regular demonstration of keeping up to date with current and future technologies.
Essential technical or industry-related certificates:
* Degree in Computer Science (or similar)
* A level / AS level in Information Technology (or similar)
* BTEC National Diploma / Higher National Diploma in Information Technology (or similar)
* CompTIA N+
* Microsoft-specific qualifications (MCP / MCSE)
* Cisco (CCNA)
Beneficial qualifications or certificates:
* ITIL foundation
* Customer service-related qualifications
01/06/2025
Reporting directly to the On-Site Resource Team Leader this position encompasses the delivery of on-site support services for all contracted and non-contracted clients. This position requires clear communication, coordination, and time management to ensure that clients' expectations and contractual obligations are met.
The ability to work logically and maintain control while under pressure, and make firm decisions based on common sense and judgement in difficult situations, is paramount.
RESPONSIBILITIES:
The priority given to all these elements is governed by the need to achieve customer satisfaction and meet performance targets. These responsibilities and duties may change in due course of business. In addition to your offer letter of employment the following responsibilities also apply (all regional offices):
* Delivery of on-site support services to contracted and non-contracted customers
* Ensuring all incidents and service requests are managed through ITSM package
* Ensuring all SLA obligations are met in delivery of above services
* Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated to the appropriate team/s (see latest guidelines)
* Implementation and / or fulfilment of remote service requests and installations when required
* Point of escalation, guidance and mentoring for junior staff
* Recommendations of relevant improvements, new technical procedures, products or services to line management
Core competencies:
The backbone of the remote support team this team are what you would call the department “all-rounders”. Needing to have a good working knowledge of all portfolio solutions, services and all-round technical knowledge whilst maintaining high levels of customer service and communication.
* All round “good” knowledge of portfolio services and products.
* Excellent communication and customer service skills, both oral and written.
* Excellent multi-tasking and organisation skills.
* Ability to manage and prioritise own time and work to tight service metrics.
* Work as part of multi-disciplined teams and collaborate effectively.
* Excellent teamwork ethic. Work hard, play hard.
Technical:
As this is a technical position, possessing a strong technical knowledge of various business infrastructure and networks is essential.
This will enable the delivery of a typical “2nd line” helpdesk position, working at a reasonable pace and with a moderate level of technical difficulty. The ability to make sound decisions based on technical knowledge is also a requirement. A necessity for proven experience in these areas can be further expanded on as follows:
* Ability to resolve typical 2nd line queries and escalations such as (but not limited to):
* Complex desktop / PC-related issues
* Server or network troubleshooting
* Office 365 administration
* Good knowledge of industry on-premise infrastructure, desktop, server, datacentre, compute, storage, networking, connectivity, virtualisation and security solutions.
* Good knowledge of industry cloud technology, Office 365, Azure, Private Cloud
* Ability to engage with more technical engineers convincingly.
* Regular demonstration of keeping up to date with current and future technologies.
Essential technical or industry-related certificates:
* Degree in Computer Science (or similar)
* A level / AS level in Information Technology (or similar)
* BTEC National Diploma / Higher National Diploma in Information Technology (or similar)
* CompTIA N+
* Microsoft-specific qualifications (MCP / MCSE)
* Cisco (CCNA)
Beneficial qualifications or certificates:
* ITIL foundation
* Customer service-related qualifications
You'll be joining the 6th largest IT Service Provider, present in more than 50 countries. From our roots in Japan, NTT DATA's mission is to facilitate business change and technology transformation across many industries for a better future for our business, people and community. Some of the projects we have supported include the digitising of The Open golf tournament and applying Formula 1 technology to support medical staff at University Hospitals Leicester. Everything we do is underpinned by our core values of 'Clients First', 'Teamwork' and 'Foresight' and we achieve these by putting people first. We support and celebrate our differences and preferences, these are what makes us unique. Some of our initiatives, collectively known as "DO Diversity", aim to create a space for us to learn and get involved in building a truly diverse environment. Our Culture & Ethnicity Network gives our colleagues a platform to share their various backgrounds; Our NINGEN programme allows the new generation of NTT DATA employees around the world to connect and shape the future of our organisation and the "City Gives Back" allows us to support our local community that has been affected by the COVID-19 pandemic...and much more! Working with client's Group Cyber Hub, provide assurance service for compliance with the security policies and processes for the key suppliers. Promote security best practice across the service operations. Provide oversight on security remediation plans. Act as a collaboration point for all the other suppliers to reduce incidents and events relating to security through the Continual Service Improvement process and Value Stream management Job Duties - Deliver GRC Consulting Services to NTT DATA clients - Execute risk analysis and management engagements - Participate in pre-sales tasks and perform ongoing support of delivery collateral. - Execute technical management tasks in respect to ongoing client projects. - Maintain a subject matter expert level of expertise regarding industry leading security frameworks. - Experience presenting to executive leadership teams including at the Board of Director level. - Hands on technical background with infrastructure technologies and operating systems. - Technical writing experience including architectural designs as well as data flow and network connectivity diagrams. - Experience with the execution of Mergers & Acquisition due diligence from an information security perspective - Familiarity with SOX (Sarbanes Oxley), MCSS (Minimum Cyber Security Standard) & Safe Harbor requirements - Working closely with NTT DATA UK and Partners o NTT Security UK DM SOC & TD SOC (onshore) o NTT DATA Romania SOCs (near shore) o NTT DATA Bangalore Indian remote based staff (far shore) Characteristics - Strong teamwork skills and attention to detail - Excellent written and verbal communication skills - Proficiency in leading both physical and virtual teams - Versatility - able to quickly adapt to new technologies and client environments - Strong interpersonal and customer relationship skills - Strong public-speaking skills - Ability to work under pressure and to very short timelines - Ability to work independently as needed yet always thinking as part of a team - Experience in dealing with 3rd-party provided services - Operational ability in diverse, large-scale environment Skills - Participation in implementation of roles and authorisations - design as well as redesign - Solid understanding of the concepts around segregation of duties, critical access, sensitive access and the governance around it - Ability to work independently and take initiative, but at the same time know when to reach out for assistance from your colleagues - You thrive being a consultant and face many different clients and likewise different solutions - An understanding of industry leading frameworks such as NIST CSF, NIST 800-53, ISO 270012 & COBIT Certification & Training - Minimum of 5 years' experience of working in a multi-tiered IT enterprise environments - Minimum of 3 years' experience in a Governance, Risk and Compliance role - Experience with security standards such as ISO 27001, 27002, 27018, 29100 etc... - Experience with Cloud platforms (AWS and/or Microsoft Azure - Experience with Vulnerability Scanning and Penetration Testing - An understanding of MITRE ATT&CK (Adversarial Tactics Techniques & Common Knowledge) - An understanding of ITIL (IT Infrastructure Library) - ITIL v3 or 4 Foundation or Intermediate (preferred) certification - Excellent knowledge of Microsoft Office products, especially Excel and Word
24/09/2022
Full time
You'll be joining the 6th largest IT Service Provider, present in more than 50 countries. From our roots in Japan, NTT DATA's mission is to facilitate business change and technology transformation across many industries for a better future for our business, people and community. Some of the projects we have supported include the digitising of The Open golf tournament and applying Formula 1 technology to support medical staff at University Hospitals Leicester. Everything we do is underpinned by our core values of 'Clients First', 'Teamwork' and 'Foresight' and we achieve these by putting people first. We support and celebrate our differences and preferences, these are what makes us unique. Some of our initiatives, collectively known as "DO Diversity", aim to create a space for us to learn and get involved in building a truly diverse environment. Our Culture & Ethnicity Network gives our colleagues a platform to share their various backgrounds; Our NINGEN programme allows the new generation of NTT DATA employees around the world to connect and shape the future of our organisation and the "City Gives Back" allows us to support our local community that has been affected by the COVID-19 pandemic...and much more! Working with client's Group Cyber Hub, provide assurance service for compliance with the security policies and processes for the key suppliers. Promote security best practice across the service operations. Provide oversight on security remediation plans. Act as a collaboration point for all the other suppliers to reduce incidents and events relating to security through the Continual Service Improvement process and Value Stream management Job Duties - Deliver GRC Consulting Services to NTT DATA clients - Execute risk analysis and management engagements - Participate in pre-sales tasks and perform ongoing support of delivery collateral. - Execute technical management tasks in respect to ongoing client projects. - Maintain a subject matter expert level of expertise regarding industry leading security frameworks. - Experience presenting to executive leadership teams including at the Board of Director level. - Hands on technical background with infrastructure technologies and operating systems. - Technical writing experience including architectural designs as well as data flow and network connectivity diagrams. - Experience with the execution of Mergers & Acquisition due diligence from an information security perspective - Familiarity with SOX (Sarbanes Oxley), MCSS (Minimum Cyber Security Standard) & Safe Harbor requirements - Working closely with NTT DATA UK and Partners o NTT Security UK DM SOC & TD SOC (onshore) o NTT DATA Romania SOCs (near shore) o NTT DATA Bangalore Indian remote based staff (far shore) Characteristics - Strong teamwork skills and attention to detail - Excellent written and verbal communication skills - Proficiency in leading both physical and virtual teams - Versatility - able to quickly adapt to new technologies and client environments - Strong interpersonal and customer relationship skills - Strong public-speaking skills - Ability to work under pressure and to very short timelines - Ability to work independently as needed yet always thinking as part of a team - Experience in dealing with 3rd-party provided services - Operational ability in diverse, large-scale environment Skills - Participation in implementation of roles and authorisations - design as well as redesign - Solid understanding of the concepts around segregation of duties, critical access, sensitive access and the governance around it - Ability to work independently and take initiative, but at the same time know when to reach out for assistance from your colleagues - You thrive being a consultant and face many different clients and likewise different solutions - An understanding of industry leading frameworks such as NIST CSF, NIST 800-53, ISO 270012 & COBIT Certification & Training - Minimum of 5 years' experience of working in a multi-tiered IT enterprise environments - Minimum of 3 years' experience in a Governance, Risk and Compliance role - Experience with security standards such as ISO 27001, 27002, 27018, 29100 etc... - Experience with Cloud platforms (AWS and/or Microsoft Azure - Experience with Vulnerability Scanning and Penetration Testing - An understanding of MITRE ATT&CK (Adversarial Tactics Techniques & Common Knowledge) - An understanding of ITIL (IT Infrastructure Library) - ITIL v3 or 4 Foundation or Intermediate (preferred) certification - Excellent knowledge of Microsoft Office products, especially Excel and Word
Application Support Manager
Contract £550 per day
Location: Bircham, Newton (E.Bircham)
Description:
To provide specialist IS Support (2nd/3rd line) to maintain all Information Systems ensuring minute by minute availability of these systems. This role specifically specialises in the support of CRM delivered using Microsoft Dynamics 365. To support the design, development, testing, deployment and continual improvement of CRM.
Accountabilities
* Maintain service levels for operational support and overall system availability, focusing on CRM
* Be a subject matter expert (SME) of CRM services underpinned by MS Dynamics 365 both on a technical and customer process point of view.
* Maintain security of CRM and its data to ensure continued business operation and compliance.
* Provide 2nd level CRM support within a comprehensive Information Technology Infrastructure Library (ITIL) framework, managing progress escalations using appropriate service management tools.
* Proactively identify opportunities to improve the support and provision of all CRM instances and services underpinned by CRM.
* Provide technical guidance to all Information Communication Technologies (ICT) system users and to BI Management on CRM.
* Identifies and co-ordinates the implementation of agreed remedies and preventative measures to resolve complex technical issues.
* Provide test function to support the ‘release’ of new ICT systems and Infrastructure.
* Monitor and manage CRM application systems and processes including backups, availability and capacity and system administration.
* Administration of colleague and permission changes on all CRM instances, often involving complex security models.
* Escalation of issues to third party suppliers of systems, and management of the issues to successful resolutions.
* Provide support and management of third parties supporting the CRM service. Ensuring value for money is delivered and risk is managed.
* Assess the impact of, undertake and manage where appropriate system and configuration changes, adhering to the department’s change request process.
* Production of work instructions, support documentation, knowledge-based articles, and training materials.
* Delivery of changes to live environments, as required.
* Manage business analysis in support of CRM product development.
* Manage system changes in support of CRM product development.
* Provide training on CRM applications, where this function is not performed by the business.
* Participate in business continuity tests, build and restore systems as required for CRM.
* Manage supplier lead change and maintenance programmes.
* Analyse data extract requirements and output reports using the reporting tools available to deliver the required information.
* Be technical sign off for all CRM knowledge base articles.
*This role is in scope of IR35
29/10/2018
Application Support Manager
Contract £550 per day
Location: Bircham, Newton (E.Bircham)
Description:
To provide specialist IS Support (2nd/3rd line) to maintain all Information Systems ensuring minute by minute availability of these systems. This role specifically specialises in the support of CRM delivered using Microsoft Dynamics 365. To support the design, development, testing, deployment and continual improvement of CRM.
Accountabilities
* Maintain service levels for operational support and overall system availability, focusing on CRM
* Be a subject matter expert (SME) of CRM services underpinned by MS Dynamics 365 both on a technical and customer process point of view.
* Maintain security of CRM and its data to ensure continued business operation and compliance.
* Provide 2nd level CRM support within a comprehensive Information Technology Infrastructure Library (ITIL) framework, managing progress escalations using appropriate service management tools.
* Proactively identify opportunities to improve the support and provision of all CRM instances and services underpinned by CRM.
* Provide technical guidance to all Information Communication Technologies (ICT) system users and to BI Management on CRM.
* Identifies and co-ordinates the implementation of agreed remedies and preventative measures to resolve complex technical issues.
* Provide test function to support the ‘release’ of new ICT systems and Infrastructure.
* Monitor and manage CRM application systems and processes including backups, availability and capacity and system administration.
* Administration of colleague and permission changes on all CRM instances, often involving complex security models.
* Escalation of issues to third party suppliers of systems, and management of the issues to successful resolutions.
* Provide support and management of third parties supporting the CRM service. Ensuring value for money is delivered and risk is managed.
* Assess the impact of, undertake and manage where appropriate system and configuration changes, adhering to the department’s change request process.
* Production of work instructions, support documentation, knowledge-based articles, and training materials.
* Delivery of changes to live environments, as required.
* Manage business analysis in support of CRM product development.
* Manage system changes in support of CRM product development.
* Provide training on CRM applications, where this function is not performed by the business.
* Participate in business continuity tests, build and restore systems as required for CRM.
* Manage supplier lead change and maintenance programmes.
* Analyse data extract requirements and output reports using the reporting tools available to deliver the required information.
* Be technical sign off for all CRM knowledge base articles.
*This role is in scope of IR35
Senior Infrastructure Engineer, £68K, London
See yourself as a Microsoft specialist in the energy sector? A leading firm are looking for a senior infrastructure and delivery engineer to join their team. Offering up to £68,000 + Package.
We are currently experiencing exponential growth globally and are looking to expand our internal infrastructure team.
As a Senior Infrastructure Engineer, you will be responsible for;
* The design and implementation of technologies and platforms across our enterprise infrastructure.
* Act as an escalation point for our 2nd/3rd line teams
* Document the design, operation and troubleshooting of technology platforms and procedures.
What we are looking for;
* Previous experience as an Infrastructure Engineer or technical Delivery Manager
* Exposure to ITIL
* A specialist in Microsoft Infrastructure services including but not limited to:
- Windows Server 2012R2
- Powershell Scripting
- Active Directory
- Office 365
- Azure
* Networking principles
* Enterprise Storage
We offer;
* A competitive basic salary of up to £68,000
* An excellent company wide bonus scheme
* Pension
* Private Healthcare
* 25 Days Holidays + Bank Holidays
* Flexible Working Hours including Home Working where possible.
For more information on the role, organisation or package, send your CV
Infrastructure Engineer, Windows Administrator, Support, Architect, Hyper-V, Exchange, Powershell, Sharepoint, Active Directory, SCCM, Azure, Office 365, SAN, Cisco, Microsoft, London, Central London, Manager
03/05/2017
Senior Infrastructure Engineer, £68K, London
See yourself as a Microsoft specialist in the energy sector? A leading firm are looking for a senior infrastructure and delivery engineer to join their team. Offering up to £68,000 + Package.
We are currently experiencing exponential growth globally and are looking to expand our internal infrastructure team.
As a Senior Infrastructure Engineer, you will be responsible for;
* The design and implementation of technologies and platforms across our enterprise infrastructure.
* Act as an escalation point for our 2nd/3rd line teams
* Document the design, operation and troubleshooting of technology platforms and procedures.
What we are looking for;
* Previous experience as an Infrastructure Engineer or technical Delivery Manager
* Exposure to ITIL
* A specialist in Microsoft Infrastructure services including but not limited to:
- Windows Server 2012R2
- Powershell Scripting
- Active Directory
- Office 365
- Azure
* Networking principles
* Enterprise Storage
We offer;
* A competitive basic salary of up to £68,000
* An excellent company wide bonus scheme
* Pension
* Private Healthcare
* 25 Days Holidays + Bank Holidays
* Flexible Working Hours including Home Working where possible.
For more information on the role, organisation or package, send your CV
Infrastructure Engineer, Windows Administrator, Support, Architect, Hyper-V, Exchange, Powershell, Sharepoint, Active Directory, SCCM, Azure, Office 365, SAN, Cisco, Microsoft, London, Central London, Manager
Change Manager
The Reward
Based in Nottingham, my client is looking for a highly skilled, experienced and motivated Change Manager to support a prestigious programme. Offering between £50-£60k per annum plus bonus and the usual benefits, this is a great opportunity for an experienced and ambitious Change Manager to make their mark.
What’s in it for You?
• Work in an organisation that is at the leading edge of technology which is a primary contributor toward helping the Government realise their vision to transition Great Britain to a low-carbon economy
• The opportunity to operate at a level that provides a strategic view across this complex landscape
• The chance to join one of the most talented and dynamic teams in the UK to support this prestigious programme.
The Company
Our client is the provider of critical communication services providing data and communications infrastructure to enable one of the Governments number one priorities. They are looking for a highly skilled, experienced and motivated Change Manager from a comparable background, preferably with previous exposure to the energy sector and the Remedy ticketing system.
The Role
The purpose of the role is to be responsible for the management of change activity on the organisations production systems
• Ability to operate at a level that provides a strategic view across a complex environment combined with the determination to absorb a significant amount of regulatory and technical information
• Receive, process and sanity check all requests for change (RFCs) and filter for relevant governance Committee as appropriate
• Confirm categorisation of RFCs
• Accept and/or reject all non-commercial, high risk/impact changes and maintain log of justifications
• Request, where necessary, Preliminary Risk and Impact Assessments (RIA) from Service Providers, Service Users and internal teams, for high risk/impact changes and/or commercially sensitive RFCs and RFCs that are likely to require Detailed RIA(s)
• Provide RFC summary report for Change Committee. Progress RFCs as directed, post meeting
• Request detailed risk and impact assessments from key RFC stakeholders (Service Providers, Service Users, internal, other) – based on RFC information and Change Committee
• Provide RFC summary reports and agenda for Change Committee (CAB) and Change Board and distribute to all interested parties in advance of meeting, identifying key stakeholders for attendance
• Advise User (client) communities with rationale and impact of Change, adhering to established notification windows.
• Ensure that disruptive, cumulative change activities never breach 6 hours of maintenance PCM, as set out in the Smart Energy Code
• Minute Change Committee (CAB) meeting
• Convene and coordinate urgent CAB meetings for all emergency changes
• For significant and major category RFCs, liaise internally and with Service Provider Release, Test and Project managers (via project requests)
• Co-ordinate internally & with Service Provider project managers key project milestones and deliverables, as part of the progress of RFC through workflow
• Analyse change records to determine any trends or apparent problems that occur, seeks rectification with relevant parties.
• Produces regular and accurate management reports.
• Ability to deputise for the Head of Service Management if required.
The Candidate
Essential Skills & Experience
• ITILv3 qualified (or experienced)
• Experience of release/change management in an IT environment using external suppliers is absolutely essential
• Design and management of release governance
• Excellent stakeholder management & communication skills
• Experienced user of Service Management tools
• Fastidious attention to detail
Desirable Skills & Experience
• Previous telecoms and/or energy sector experience
• Experience of managing change in a heavily regulated environment
• Operational Change Management
• Major Releases
Personal Attributes
• Proactive and Self-sufficient
• Team Player
• Approachable
• Effective at managing competing demands
• Proficient, diligent and authoritative
If this role sounds like the right opportunity for you call (Apply online only)
Across-the-Board Recruitment operates as a recruitment business and agency. Across-the-Board Recruitment and its clients are equal opportunities employers
09/09/2016
Change Manager
The Reward
Based in Nottingham, my client is looking for a highly skilled, experienced and motivated Change Manager to support a prestigious programme. Offering between £50-£60k per annum plus bonus and the usual benefits, this is a great opportunity for an experienced and ambitious Change Manager to make their mark.
What’s in it for You?
• Work in an organisation that is at the leading edge of technology which is a primary contributor toward helping the Government realise their vision to transition Great Britain to a low-carbon economy
• The opportunity to operate at a level that provides a strategic view across this complex landscape
• The chance to join one of the most talented and dynamic teams in the UK to support this prestigious programme.
The Company
Our client is the provider of critical communication services providing data and communications infrastructure to enable one of the Governments number one priorities. They are looking for a highly skilled, experienced and motivated Change Manager from a comparable background, preferably with previous exposure to the energy sector and the Remedy ticketing system.
The Role
The purpose of the role is to be responsible for the management of change activity on the organisations production systems
• Ability to operate at a level that provides a strategic view across a complex environment combined with the determination to absorb a significant amount of regulatory and technical information
• Receive, process and sanity check all requests for change (RFCs) and filter for relevant governance Committee as appropriate
• Confirm categorisation of RFCs
• Accept and/or reject all non-commercial, high risk/impact changes and maintain log of justifications
• Request, where necessary, Preliminary Risk and Impact Assessments (RIA) from Service Providers, Service Users and internal teams, for high risk/impact changes and/or commercially sensitive RFCs and RFCs that are likely to require Detailed RIA(s)
• Provide RFC summary report for Change Committee. Progress RFCs as directed, post meeting
• Request detailed risk and impact assessments from key RFC stakeholders (Service Providers, Service Users, internal, other) – based on RFC information and Change Committee
• Provide RFC summary reports and agenda for Change Committee (CAB) and Change Board and distribute to all interested parties in advance of meeting, identifying key stakeholders for attendance
• Advise User (client) communities with rationale and impact of Change, adhering to established notification windows.
• Ensure that disruptive, cumulative change activities never breach 6 hours of maintenance PCM, as set out in the Smart Energy Code
• Minute Change Committee (CAB) meeting
• Convene and coordinate urgent CAB meetings for all emergency changes
• For significant and major category RFCs, liaise internally and with Service Provider Release, Test and Project managers (via project requests)
• Co-ordinate internally & with Service Provider project managers key project milestones and deliverables, as part of the progress of RFC through workflow
• Analyse change records to determine any trends or apparent problems that occur, seeks rectification with relevant parties.
• Produces regular and accurate management reports.
• Ability to deputise for the Head of Service Management if required.
The Candidate
Essential Skills & Experience
• ITILv3 qualified (or experienced)
• Experience of release/change management in an IT environment using external suppliers is absolutely essential
• Design and management of release governance
• Excellent stakeholder management & communication skills
• Experienced user of Service Management tools
• Fastidious attention to detail
Desirable Skills & Experience
• Previous telecoms and/or energy sector experience
• Experience of managing change in a heavily regulated environment
• Operational Change Management
• Major Releases
Personal Attributes
• Proactive and Self-sufficient
• Team Player
• Approachable
• Effective at managing competing demands
• Proficient, diligent and authoritative
If this role sounds like the right opportunity for you call (Apply online only)
Across-the-Board Recruitment operates as a recruitment business and agency. Across-the-Board Recruitment and its clients are equal opportunities employers
Change Manager
The Reward
Based in Nottingham, my client is looking for a highly skilled, experienced and motivated Change Manager to support a prestigious programme. Offering between £50-£60k per annum plus bonus and the usual benefits, this is a great opportunity for an experienced and ambitious Change Manager to make their mark.
What’s in it for You?
• Work in an organisation that is at the leading edge of technology which is a primary contributor toward helping the Government realise their vision to transition Great Britain to a low-carbon economy
• The opportunity to operate at a level that provides a strategic view across this complex landscape
• The chance to join one of the most talented and dynamic teams in the UK to support this prestigious programme.
The Company
Our client is the provider of critical communication services providing data and communications infrastructure to enable one of the Governments number one priorities. They are looking for a highly skilled, experienced and motivated Change Manager from a comparable background, preferably with previous exposure to the energy sector and the Remedy ticketing system.
The Role
The purpose of the role is to be responsible for the management of change activity on the organisations production systems
• Ability to operate at a level that provides a strategic view across a complex environment combined with the determination to absorb a significant amount of regulatory and technical information
• Receive, process and sanity check all requests for change (RFCs) and filter for relevant governance Committee as appropriate
• Confirm categorisation of RFCs
• Accept and/or reject all non-commercial, high risk/impact changes and maintain log of justifications
• Request, where necessary, Preliminary Risk and Impact Assessments (RIA) from Service Providers, Service Users and internal teams, for high risk/impact changes and/or commercially sensitive RFCs and RFCs that are likely to require Detailed RIA(s)
• Provide RFC summary report for Change Committee. Progress RFCs as directed, post meeting
• Request detailed risk and impact assessments from key RFC stakeholders (Service Providers, Service Users, internal, other) – based on RFC information and Change Committee
• Provide RFC summary reports and agenda for Change Committee (CAB) and Change Board and distribute to all interested parties in advance of meeting, identifying key stakeholders for attendance
• Advise User (client) communities with rationale and impact of Change, adhering to established notification windows.
• Ensure that disruptive, cumulative change activities never breach 6 hours of maintenance PCM, as set out in the Smart Energy Code
• Minute Change Committee (CAB) meeting
• Convene and coordinate urgent CAB meetings for all emergency changes
• For significant and major category RFCs, liaise internally and with Service Provider Release, Test and Project managers (via project requests)
• Co-ordinate internally & with Service Provider project managers key project milestones and deliverables, as part of the progress of RFC through workflow
• Analyse change records to determine any trends or apparent problems that occur, seeks rectification with relevant parties.
• Produces regular and accurate management reports.
• Ability to deputise for the Head of Service Management if required.
The Candidate
Essential Skills & Experience
• ITILv3 qualified (or experienced)
• Experience of release/change management in an IT environment using external suppliers is absolutely essential
• Design and management of release governance
• Excellent stakeholder management & communication skills
• Experienced user of Service Management tools
• Fastidious attention to detail
Desirable Skills & Experience
• Previous telecoms and/or energy sector experience
• Experience of managing change in a heavily regulated environment
• Operational Change Management
• Major Releases
Personal Attributes
• Proactive and Self-sufficient
• Team Player
• Approachable
• Effective at managing competing demands
• Proficient, diligent and authoritative
If this role sounds like the right opportunity for you call (Apply online only)
Across-the-Board Recruitment operates as a recruitment business and agency. Across-the-Board Recruitment and its clients are equal opportunities employers
09/09/2016
Change Manager
The Reward
Based in Nottingham, my client is looking for a highly skilled, experienced and motivated Change Manager to support a prestigious programme. Offering between £50-£60k per annum plus bonus and the usual benefits, this is a great opportunity for an experienced and ambitious Change Manager to make their mark.
What’s in it for You?
• Work in an organisation that is at the leading edge of technology which is a primary contributor toward helping the Government realise their vision to transition Great Britain to a low-carbon economy
• The opportunity to operate at a level that provides a strategic view across this complex landscape
• The chance to join one of the most talented and dynamic teams in the UK to support this prestigious programme.
The Company
Our client is the provider of critical communication services providing data and communications infrastructure to enable one of the Governments number one priorities. They are looking for a highly skilled, experienced and motivated Change Manager from a comparable background, preferably with previous exposure to the energy sector and the Remedy ticketing system.
The Role
The purpose of the role is to be responsible for the management of change activity on the organisations production systems
• Ability to operate at a level that provides a strategic view across a complex environment combined with the determination to absorb a significant amount of regulatory and technical information
• Receive, process and sanity check all requests for change (RFCs) and filter for relevant governance Committee as appropriate
• Confirm categorisation of RFCs
• Accept and/or reject all non-commercial, high risk/impact changes and maintain log of justifications
• Request, where necessary, Preliminary Risk and Impact Assessments (RIA) from Service Providers, Service Users and internal teams, for high risk/impact changes and/or commercially sensitive RFCs and RFCs that are likely to require Detailed RIA(s)
• Provide RFC summary report for Change Committee. Progress RFCs as directed, post meeting
• Request detailed risk and impact assessments from key RFC stakeholders (Service Providers, Service Users, internal, other) – based on RFC information and Change Committee
• Provide RFC summary reports and agenda for Change Committee (CAB) and Change Board and distribute to all interested parties in advance of meeting, identifying key stakeholders for attendance
• Advise User (client) communities with rationale and impact of Change, adhering to established notification windows.
• Ensure that disruptive, cumulative change activities never breach 6 hours of maintenance PCM, as set out in the Smart Energy Code
• Minute Change Committee (CAB) meeting
• Convene and coordinate urgent CAB meetings for all emergency changes
• For significant and major category RFCs, liaise internally and with Service Provider Release, Test and Project managers (via project requests)
• Co-ordinate internally & with Service Provider project managers key project milestones and deliverables, as part of the progress of RFC through workflow
• Analyse change records to determine any trends or apparent problems that occur, seeks rectification with relevant parties.
• Produces regular and accurate management reports.
• Ability to deputise for the Head of Service Management if required.
The Candidate
Essential Skills & Experience
• ITILv3 qualified (or experienced)
• Experience of release/change management in an IT environment using external suppliers is absolutely essential
• Design and management of release governance
• Excellent stakeholder management & communication skills
• Experienced user of Service Management tools
• Fastidious attention to detail
Desirable Skills & Experience
• Previous telecoms and/or energy sector experience
• Experience of managing change in a heavily regulated environment
• Operational Change Management
• Major Releases
Personal Attributes
• Proactive and Self-sufficient
• Team Player
• Approachable
• Effective at managing competing demands
• Proficient, diligent and authoritative
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Across-the-Board Recruitment operates as a recruitment business and agency. Across-the-Board Recruitment and its clients are equal opportunities employers
Additional Information
We are recruiting for a Cloud Technical Lead on behalf of our client, a provider of a true public cloud for the exclusive use of UK Public Sector organisations. Their mission is to provide a service enabling their customers to gain value from the agility and cost savings of using a sovereign, assured cloud platform.
Key Responsibilities
• Escalation point to Operations for 3rd line support and solutions delivery on client deployment project
• Proactively administer, analyse/trend and troubleshoot specific issues with UKCloud’s cloud infrastructure to achieve the highest possible availability of services for our Customers
• Work with colleagues, suppliers and other UKCloud teams to resolve potentially complex technical issues across multiple technology disciplines
• Champion the use of best practice within the support teams (technical, process and service) to quickly and effectively close-out Customer tickets, handle changes and escalate problems. Seek and enact opportunities to improve the way that we operate as a team
• Own and resolve issues escalated by Customers through the UKCloud support teams, and the resolution of problems that improve the stability of the platform
• Author, update and maintain content within the UKCloud knowledgebase, including Subject Matter Expert documentation for internal and external audiences
Knowledge/Skills/Experience
• Appropriate IT degree or equivalent skill and experience
• Excellent technical level and exposure to:
• Virtualisation – large scale VMware vSphere, vCloud Director
• Core DC technologies – servers, networks and storage (SAN)
• Operating Systems – Windows and Linux (esp. RHEL and CentOS)
• Networks and Security – TCP/IP in multi-tier network infrastructure, routing, firewalling, switching, IPSEC and SSL-VPN
• Operational support of the above technologies in critical-uptime 24×7 settings a distinct advantage, with an good understanding of networking technologies and protocols and any exposure to Cisco next-gen Data Centre products and technologies (Nexus 5k, 7k and UCS)
• Experienced in Service Management environments ideally aligned with ITIL or equivalent standard. Background in Customer Support / Service Desk an advantage
• Demonstrable Customer Service and communication skills, written and verbal. Experience delivering informal training, webinars or coaching of colleagues will be an advantage
• Disciplined, self-organised and motivated to learn and improve in a busy and changing environment
09/09/2016
Additional Information
We are recruiting for a Cloud Technical Lead on behalf of our client, a provider of a true public cloud for the exclusive use of UK Public Sector organisations. Their mission is to provide a service enabling their customers to gain value from the agility and cost savings of using a sovereign, assured cloud platform.
Key Responsibilities
• Escalation point to Operations for 3rd line support and solutions delivery on client deployment project
• Proactively administer, analyse/trend and troubleshoot specific issues with UKCloud’s cloud infrastructure to achieve the highest possible availability of services for our Customers
• Work with colleagues, suppliers and other UKCloud teams to resolve potentially complex technical issues across multiple technology disciplines
• Champion the use of best practice within the support teams (technical, process and service) to quickly and effectively close-out Customer tickets, handle changes and escalate problems. Seek and enact opportunities to improve the way that we operate as a team
• Own and resolve issues escalated by Customers through the UKCloud support teams, and the resolution of problems that improve the stability of the platform
• Author, update and maintain content within the UKCloud knowledgebase, including Subject Matter Expert documentation for internal and external audiences
Knowledge/Skills/Experience
• Appropriate IT degree or equivalent skill and experience
• Excellent technical level and exposure to:
• Virtualisation – large scale VMware vSphere, vCloud Director
• Core DC technologies – servers, networks and storage (SAN)
• Operating Systems – Windows and Linux (esp. RHEL and CentOS)
• Networks and Security – TCP/IP in multi-tier network infrastructure, routing, firewalling, switching, IPSEC and SSL-VPN
• Operational support of the above technologies in critical-uptime 24×7 settings a distinct advantage, with an good understanding of networking technologies and protocols and any exposure to Cisco next-gen Data Centre products and technologies (Nexus 5k, 7k and UCS)
• Experienced in Service Management environments ideally aligned with ITIL or equivalent standard. Background in Customer Support / Service Desk an advantage
• Demonstrable Customer Service and communication skills, written and verbal. Experience delivering informal training, webinars or coaching of colleagues will be an advantage
• Disciplined, self-organised and motivated to learn and improve in a busy and changing environment
Additional Information
We are recruiting for a Cloud Technical Lead on behalf of our client, a provider of a true public cloud for the exclusive use of UK Public Sector organisations. Their mission is to provide a service enabling their customers to gain value from the agility and cost savings of using a sovereign, assured cloud platform.
Key Responsibilities
• Escalation point to Operations for 3rd line support and solutions delivery on client deployment project
• Proactively administer, analyse/trend and troubleshoot specific issues with UKCloud’s cloud infrastructure to achieve the highest possible availability of services for our Customers
• Work with colleagues, suppliers and other UKCloud teams to resolve potentially complex technical issues across multiple technology disciplines
• Champion the use of best practice within the support teams (technical, process and service) to quickly and effectively close-out Customer tickets, handle changes and escalate problems. Seek and enact opportunities to improve the way that we operate as a team
• Own and resolve issues escalated by Customers through the UKCloud support teams, and the resolution of problems that improve the stability of the platform
• Author, update and maintain content within the UKCloud knowledgebase, including Subject Matter Expert documentation for internal and external audiences
Knowledge/Skills/Experience
• Appropriate IT degree or equivalent skill and experience
• Excellent technical level and exposure to:
• Virtualisation – large scale VMware vSphere, vCloud Director
• Core DC technologies – servers, networks and storage (SAN)
• Operating Systems – Windows and Linux (esp. RHEL and CentOS)
• Networks and Security – TCP/IP in multi-tier network infrastructure, routing, firewalling, switching, IPSEC and SSL-VPN
• Operational support of the above technologies in critical-uptime 24×7 settings a distinct advantage, with an good understanding of networking technologies and protocols and any exposure to Cisco next-gen Data Centre products and technologies (Nexus 5k, 7k and UCS)
• Experienced in Service Management environments ideally aligned with ITIL or equivalent standard. Background in Customer Support / Service Desk an advantage
• Demonstrable Customer Service and communication skills, written and verbal. Experience delivering informal training, webinars or coaching of colleagues will be an advantage
• Disciplined, self-organised and motivated to learn and improve in a busy and changing environment
09/09/2016
Additional Information
We are recruiting for a Cloud Technical Lead on behalf of our client, a provider of a true public cloud for the exclusive use of UK Public Sector organisations. Their mission is to provide a service enabling their customers to gain value from the agility and cost savings of using a sovereign, assured cloud platform.
Key Responsibilities
• Escalation point to Operations for 3rd line support and solutions delivery on client deployment project
• Proactively administer, analyse/trend and troubleshoot specific issues with UKCloud’s cloud infrastructure to achieve the highest possible availability of services for our Customers
• Work with colleagues, suppliers and other UKCloud teams to resolve potentially complex technical issues across multiple technology disciplines
• Champion the use of best practice within the support teams (technical, process and service) to quickly and effectively close-out Customer tickets, handle changes and escalate problems. Seek and enact opportunities to improve the way that we operate as a team
• Own and resolve issues escalated by Customers through the UKCloud support teams, and the resolution of problems that improve the stability of the platform
• Author, update and maintain content within the UKCloud knowledgebase, including Subject Matter Expert documentation for internal and external audiences
Knowledge/Skills/Experience
• Appropriate IT degree or equivalent skill and experience
• Excellent technical level and exposure to:
• Virtualisation – large scale VMware vSphere, vCloud Director
• Core DC technologies – servers, networks and storage (SAN)
• Operating Systems – Windows and Linux (esp. RHEL and CentOS)
• Networks and Security – TCP/IP in multi-tier network infrastructure, routing, firewalling, switching, IPSEC and SSL-VPN
• Operational support of the above technologies in critical-uptime 24×7 settings a distinct advantage, with an good understanding of networking technologies and protocols and any exposure to Cisco next-gen Data Centre products and technologies (Nexus 5k, 7k and UCS)
• Experienced in Service Management environments ideally aligned with ITIL or equivalent standard. Background in Customer Support / Service Desk an advantage
• Demonstrable Customer Service and communication skills, written and verbal. Experience delivering informal training, webinars or coaching of colleagues will be an advantage
• Disciplined, self-organised and motivated to learn and improve in a busy and changing environment
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