Apprentice - Service Desk Analyst
Vacancy ID: 566331
Salary: Competitive salary and benefits
Department: Operations
Closing Date:
04/12/2020
Our Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.
Working as part of a dedicated team and with a passion for providing and promoting outstanding customer service at all times, the Service Desk Apprentice will be the first point of contact for all our customers requiring anything from general advice through to in-depth technical assistance from our product support specialists.
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Cloud Solutions Architect
Vacancy ID: 547798
Salary: Competitive Salary and Benefits Package
Department: Sales
Closing Date:
05/12/2020
We've got a great opportunity for a Cloud Solutions Architect - Product & Portfolio to join us at Redcentric!
You will enable Redcentric’s Cloud product and portfolio to be successful by leading development of the portfolio covering a range of products based around Cloud. Each portfolio value stream delivers products that enables Redcentric to meet its business strategy -providing value directly to our customers, and maximizing our revenue, capability, and leadership in the market sectors we target. The Product and Portfolio Architect - Cloud role carries the highest level of technical design authority with responsibility for the products and solutions within their portfolio.
The Portfolio Architect leads the design and technical considerations of their products within the business. This role owns and carries out the development of the products agreed for the overall product technology tower within the road map and is considered a hands on deep/low level technical role. You will design your solutions in collaboration with the Product and Portfolio Manager – Cloud, shaping Redcentric’s technical strategy. You will demonstrate the leadership skills needed to manage the technical solution developers and stakeholders within your portfolio.
As a successful candidate in this role, you will demonstrate an in-depth knowledge of the technical contexts of managed services and will be able to demonstrate a strong understanding of the architectural principles for Cloud products in practise shown within your design and implementation capability. The role will on occasion require the successful candidate to liaise with Customers and other external parties in order to ensure effective integration across customers, analysts, stakeholders, Redcentric sales and pre-sales teams, operational delivery teams and external partners. Please note that this will only be around 5% of the role requirement.
KEY RESPONSIBILITIES:
Duties will include, but are not restricted to the following;
•Creation and maintenance of a Cloud product and service catalogue driven by market requirements
•Provide input into a strategic roadmap and investment business case materials to support the roadmap
•Hands on development and creation of Cloud based products and interactions with other systems
•Management of vendors and alliances,as required,to promote and support the product portfolio
•Overlay support as product owner into customers at a project level as a 4th line resource
•Lifecycle management of the current portfolio including decommissioning and refreshing products
•Creation of suitable technical architecture and build materials to support onboarding the products
•Adherence to Redcentric Solutions Limited ISO09001 and ISO27001 certification standards:
Compliance with Redcentric’s policies and procedures
Handling and protection of Redcentric information
Reporting of Cloud events
Implementing appropriate policies and procedures
PERSON SPECIFICATION
The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, they will ideally have the following skills, attributes and experience:
-At least five to ten years architecture experience, gained within a hands-on operational delivery lead role, preferably within a Managed Service Provider or technology services industry
-At least five years in service architecture and design preferably against a recognized framework
-At least three years of experience using Agile or DevOps SDLC (System Development Lifecycle) methodology.
-Ideally you will be able to demonstrate having carried out some strategic planning, implementation and programme management work, focused within Cloud Architecture, specifically around Microsoft Azure, Office 365, HPE Server and storage technology, VMware, Citrix and Enterprise backup
-Experience performing requirements analysis and writing specifications documents.
-Strong demonstrable trouble shooting, problem solving and analytical skills required to create products
-Strong demonstrable communication skills, necessary for working with dispersed resource and business analysis efforts
-Relevant professional certification(s) ideally, Microsoft MCSE/A or equivalent, VMware VCP and HP ASE
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Engineering Team Lead
Vacancy ID: 531109
Salary: Competitive Salary and Benefits Package
Department: Operations
Closing Date:
26/12/2020
We’ve got a great opportunity for a Engineering Team Lead to join our Delivery team at Redcentric.
Reporting into the Head of Engineering, this role is responsible for managing our 2nd line network delivery team, our field services delivery engineering team and build engineering team. It’s a hybrid manager / technical role and you’ll lead a team of network, security and voice project engineers who are responsible for the technical delivery of new or changed services.
You will oversee and be required to deliver all technical deployments of our portfolio of services which include, VOIP, IAAS, Cloud Based Services, Wi-Fi, MPLS WAN, LAN or combinations of all services.
WHAT DOES THIS ROLE INVOLVE?
In this role, your duties will include the following:
Customer satisfaction: You are accountable for the on-time, on-budget delivery of the business strategy. You will ensure the delivery of high-quality services to customers and on-going commercial viability so that our business becomes a trusted partner to all the customers we serve.
Leadership: You will motivate, mentor and coach manage your team, as defined by the Head of Engineering. You will support direct reports and colleagues in setting priorities and assist in conflict resolution and management of impediments. You will ensure the right stakeholders are fully engaged in corporate initiatives. You will build your team to ensure high quality in our service delivery to customers.
Resource: You will ensure we have the right quantity and quality of resource to meet the business strategy. You will ensure roles, responsibilities and expectations are communicated to all team members. You are accountable for the overall line management, support and continual professional development of team members including but not limited to; performance appraisal meetings, KPI monitoring, personal developments plans, training and development, to ensure our staff have the support they need to succeed.
Quality: You are accountable for governing the technical quality of all projects and programmes being managed within your team through governance and validation to ensure that all technical aspects of our projects are managed in line with the company’s standards, contractual commitments and ISO accreditations
Initiate & deliver: When required you will design, plan and deliver strategic team wide initiatives including but not limited to; system implementation, best practice, policies, methods and continual improvement to ensure the business remains effective and efficient in its delivery. You will work with Project managers to prepare project initiation documents for customers sign-off prior to project commencement. You will take full technical ownership of projects, configure and troubleshoot various network technologies and deliver to contract. You will ensure customer satisfaction and service is considered throughout delivery.
Escalation: You will ensure items meeting the escalation threshold are escalated using the appropriate escalation method and communication plan. You will support your team members to facilitate resolution within the agreed escalation SLA/OLA so that impediments do not detract from on-time delivery
Communication & reporting: You will ensure accurate updates are provided to relevant internal stakeholders. You will ensure that any risks to delivery are identified, discussed and reported into your line manager.
Wellbeing: You will risk assess the workload of yourself and others. Identify solutions and support your team in times of need. Ensure timely intervention to ensure transparency to support and maintain health and wellbeing of all colleagues
Personal development & innovation: Highlight current operational challenges and offer solutions. You will Identify opportunities for personal training and development for your team to drive innovation.
WHAT TYPE OF PERSON ARE WE LOOKING FOR?
The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, they will ideally have the following skills, attributes, and experience:
Excellent written and verbal communication skills with the ability to communicate at all levels, both internally and externally
6 years + technical experience in a service provider, network project role or similar.
Strong technical understanding of network and security.
Proven experience working with MPLS technologies including L2/L3 VPN and traffic engineering, OSPF, BGP and QoS across multiple vendors.
Customer service skills and proven record of liaising directly with customers, vendors, service providers and Telcos.
Experience in configuring, delivering, and troubleshooting various network equipment and technologies.
Highly self-motivated
Ability to work well under pressure within a busy environment and prioritise tasks accordingly
Committed to delivering high quality work
Significant line management experience
Excellent attention to detail, accuracy, time management, organisational and administrative skills
Proven ability to govern and support multiple technical workstreams simultaneously
They will also preferably have the following skills, attributes, and experience:
Experience of managing customer relationships and issues
CCNP level in one or more following areas; Routing and switching, WLAN, Data Centre, Service provider or Security.
LINE MANAGEMENT RESPONSIBILITIES:
Directing, planning & communication: You are responsible for the direction or your team and for communicating team goals to your team and wider colleagues as appropriate
Managing finances & resources: You are responsible for deploying the resources within your remit to achieve the business objectives assigned to you.
Leadership: You are responsible for motivating, mentoring and coaching your team and business colleagues to ensure high quality team performance. You will support direct reports and colleagues in setting priorities and assist in conflict resolution.
Performance management: You are responsible for the performance management of your team. You should ensure that you deliver both formal performance management appraisals based upon the appropriate job descriptions for your team and undertake any day to day meetings and communication required to direct your team effectively. Ensure that you are accessible and that you support full team inclusivity, enabling all team members to contribute to achieving business goals you and the team have been assigned.
Managing attendance: You are responsible for ensuring your direct reports and team are aware of the appropriate corporate policies for managing unplanned, sickness and annual leave and how to report unplanned absence
Performance appraisals: You are responsible formal and informal performance appraisals
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Network Engineer
Vacancy ID: 566683
Salary: Competitive Salary and Benefits Package
Department: Operations
Closing Date:
17/12/2020
AIM OF THE ROLE:
We've got a great opportunity for a Network Engineer for our Engineering team at Recentric. The main role for this position is to deliver network connectivity projects, in line with industry best practises, to our customer, based on our UK wide national MPLS network and vCloud environment. The role demands a high degree of technical design and understanding of wide area networks, especially MPLS and Internet technologies.
The Network Project Engineer will deliver all technical deployments of our service portfolio which include VOIP, IAAS, Cloud Based Services, WLAN, MPLS WAN, LAN, Security or combinations of all services.
This will be a customer facing role and will require you to work alongside pre-sales and sales teams providing validation and feedback for customer network connectivity solutions.
KEY RESPONSIBILITIES:
Duties will include, but are not restricted to the following:
Customer satisfaction: You are accountable for the on-time, on-budget delivery of engineering projects to our customers satisfaction so that our business becomes a trusted partner to all the customers we serve.
Quality: You are accountable for the overall quality of your projects through governance and validation to ensure that your projects are managed in line with the company’s standards, contractual commitments, and ISO accreditations.
Initiate & deliver: You will work with Project Managers to prepare project initiation documents for customers sign-off prior to project commencement. You will take full technical ownership of projects, configure, and troubleshoot various network technologies and deliver to contract. You will ensure customer satisfaction and service is considered throughout delivery. You will work and shadow Network Consultants on the design and delivery of new projects. Once delivered, you will prepare any relevant technical handover documentation for the support teams to ensure the customer solution will be fully supported post project implementation.
Escalation: You will ensure that assigned projects are delivered on time. You will ensure items meeting the escalation threshold are escalated into your line manager. You will support direct reports and team members to facilitate resolution.
Communication: You will ensure accurate updates are provided to relevant internal stakeholders. You will ensure that any risks to delivery are identified, discussed, and reported into your line manager.
Wellbeing: You will often be called on to support and provide technical assistance to other project engineers or project managers during times of need. You will support the development of our Apprentices throughout their training.
Personal development & innovation: You will highlight current operational challenges and offer solutions. You will undertake personal and technical training as agreed with your line manager, either through in-house training, product training and self-study where available in order drive innovation and development within the team.
PERSON SPECIFICATION
The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results. They will ideally have the following skills, attributes, and experience:
3 years + technical experience in a service provider, network project role or similar.
CCNA level in one or more following areas; Routing and switching, WLAN, Data Centre, Service provider or Security.
Proven experience working with MPLS technologies including L2/L3 VPN and traffic engineering, OSPF, BGP and QoS across multiple vendors.
Experience working with various network operating systems – IOS, IOS-XR, NX-OS and Huawei VRP.
Customer service skills and proven record of liaising directly with customers, vendors, service providers and Telcos.
Hands on experience in configuring and troubleshooting various network equipment and technologies.
Professional, positive, confident, and friendly.
Highly self-motivated
Ability to work well under pressure within a busy environment and prioritise tasks accordingly
Excellent attention to detail, accuracy, time management, organisational and administrative skills
They will also preferably have the following skills, attributes, and experience:
Experience and fluency in a scripting language – PHP or Python.
Huawei Professional Certification – HCIA or HCIP.
CCNP level in one or more following areas; Routing and switching, WLAN, Data Centre, Service provider or Security.
Working knowledge of Cisco ASA and Fortinet network security solutions.
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Senior Project Manager
Vacancy ID: 566228
Salary: Competitive Salary and Benefits Package
Department: Operations
Closing Date:
16/12/2020
We have an excellent opportunity for a Senior Project Manager to join the team at Redcentic in Harrogate. The person in this role will manage orders, projects and programmes across our portfolio of services which include, VOIP, IAAS, Cloud Based Services, Wi-Fi, MPLS WAN, LAN or combinations of all services.
The Senior Project Manager will be responsible for managing the delivery from receipt through to billing ensuring smooth transition of the services into Support.
You will form part of a structured Project Management Team. Reporting to the Head of Delivery (Public Sector) and be allocated projects and programmes by the PMO Manager, these will vary in size, value and complexity and may involve the creation and management of project and or programme teams from the wider business.
In addition to delivery you will also be called upon to provide support to the Redcentric bid team, this will involve responding to tenders, bids and other sources of solution generation
KEY RESPONSIBILITIES:
Duties will include, but are not restricted to the following:
Customer satisfaction: You are accountable for the on-time, on-budget delivery of small programmes or strategically important projects, as defined by Senior Management, to our customers satisfaction so that our business becomes a trusted partner to all the customers we serve
Leadership: You will motivate, mentor and coach direct reports and business colleagues. You will support direct reports and colleagues in setting priorities and assist in conflict resolution. You will provide escalation reports to senior management as and when required. You are responsible for the continual improvement of the processes and tools used to deliver all aspects of our projects to ensure the business remains effective and efficient in its delivery
Quality: You are accountable for the overall quality of the in-flight projects being managed within the team through governance and validation to ensure that all projects are managed in line with the company’s standards, contractual commitments, and ISO accreditations
Initiate & plan: You are accountable for agreeing and documenting project scope, producing the project plan and identifying the available budget. You will provide clear identification of the four main sections; initiation, planning, execution and closure. You will ensure the sales team provide sufficient information to complete the “Statement of work” to ensure the business remains effective and efficient in its delivery
Resource: You are responsible for securing and assigning the right resource to the right tasks. You will ensure colleagues and key stake holders understand their role and responsibilities, what they have to deliver and by when. You will ensure the right stakeholders required to support the project through to successful conclusion are fully engaged. You are responsible for correctly updating internal and 3rd party software tools in a timely fashion to enable the operational stakeholders to perform their tasks efficiently
Delivery & escalation: You will ensure that assigned project resource and key stakeholders deliver their project responsibilities on time. You will ensure items meeting the escalation threshold are escalated using the appropriate escalation method and communication plan. You will retain full ownership and accountability of escalations through to full resolution and client satisfaction. You will facilitate resolution and ensure key stakeholders including the customer are updated within the agreed escalation SLA so that impediments do not detract from on-time delivery
Communication & reporting: You will ensure project deliverables, task deadlines and milestones are clearly understood by all stakeholders. You are accountable for providing accurate written project updates as and when required. Including but not limited to project highlight reports encompassing; progress, budget position, risks, issues & actions. You will provide accurate forecast reporting including but not limited to future project resource requirements, projects to be completed and future revenue. You will ensure the project tracker is maintained in order that the business can maintain quality of delivery to the customer. You will ensure all key stakeholders are well informed and that project status is reported accurately and transparently so that the business and the customer can be confident of the current project status
Wellbeing: You will risk assess the workload of yourself and others. Identify solutions and support direct reports and colleagues in times of need. You will ensure timely intervention to ensure transparency to support and maintain health and wellbeing of all colleagues
Personal development & innovation: You will Identify opportunities to contribute to wider business initiatives. Highlight current operational challenges and offer solutions. Explore and challenge existing business processes to drive continual business improvement and deliver customer satisfaction. You Identify opportunities for personal training and development to drive innovation
LINE MANAGEMENT RESPONSIBILITIES:
Directing, planning & communication: You are responsible for the direction or your team. You are responsible for communicating team goals to your team and wider colleagues as appropriate. Direct reports and wider team members need to understand what they should be delivering on a day to day basis, longer term business goals, and why those goals are important to the business. Your team should understand the context of the goals set for the team. You are responsible for planning and setting the goals, actions and objectives of your team and direct reports. The level of detail required setting goals, actions and objectives for direct reports will depend on the direct report, their job description and their role in your team. Formal review periods are set by senior management and outlined in each job description. Depending on your level of responsibility within the business and the role of your direct reports, you may need to plan your direct reports work at a detailed level or only on a broader basis to meet monthly or annual business objectives. Goals that you set for direct reports should complement those derived from the direct reports job description and the departmental ambition statement
Managing finances & resources: You are responsible for deploying the resources within your remit to achieve the business objectives assigned to you. You will ensure value for money by managing and monitoring budgets and making the best use of resources. Be clear about what authority and or decision-making is delegated to individuals in your team to provide appropriate levels of effective autonomy. Be clear about what authority is not delegated and how and when you expect to be consulted or referred to.
Leadership: You are responsible for motivating, mentoring and coaching direct reports and business colleagues to ensure high quality team performance. You will support direct reports and colleagues in setting priorities and assist in conflict resolution. You must demonstrate best practice as a role model for the professional behaviour you and the business expect from your team.
Performance management: You are responsible for the performance management of your direct reports and of your team. You should ensure that you deliver both formal performance management appraisals based upon the appropriate job descriptions for your direct reports and also undertake any day to day meetings and communication required to direct your team effectively. Ensure that you are accessible and that you support full team inclusivity, enabling all team members to contribute to achieving business goals you and the team have been assigned.
Standards and quality: You are responsible for setting clear expectations of quality, accuracy and deadline attainment for your teams outputs
Managing attendance: You are responsible for ensuring your direct reports and team are aware of the appropriate corporate policies for managing unplanned, sickness and annual leave and how to report unplanned absence
Performance appraisals: You are responsible formal and informal performance appraisals
PERSON SPECIFICATION
The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, they will ideally have the following skills, attributes and experience:
Excellent written and verbal communication skills with the ability to communicate at all levels, both internally and externally
Customer-focused
Professional, positive, confident and friendly
Highly self-motivated
Ability to work well under pressure within a busy environment and prioritise tasks accordingly
Committed to delivering high quality work
Excellent attention to detail, accuracy, time management, organisational and administrative skills
Office 365 applications including planner
Data entry and management with any line of business tools although Dynamics 365 would be an advantage
They will also preferably have the following skills, attributes and experience:
Minimum 6 Years Project Management Experience, ideally in a managed service organisation
Experience of managing customer relationships and issues
Delivery VOIP, IAAS, Cloud Based Services, Wi-Fi, MPLS WAN, LAN or combinations of all services
Track record of delivering contracts in excess of TCV £1M
Proven ability to manage multiple projects simultaneously
Experience of working within a managed service organisation
Demonstrate a structured project approach
Knowledge of formal project methodologies such as Prince2, MSP and hybrid project approaches.
Detailed infrastructure migration knowledge
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