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Service Delivery Engineer
3 months ago
NATS is the UK's leading air navigation service provider, handling over 2 million flights each year. It provides air traffic control services from two control centres supporting airports all around the UK, as well as a wide range of commercial solutions to over 30 countries internationally. Our people are at the heart of our purpose to advance aviation and keep the skies safe.
Job Purpose:We have a great opportunity for a Voice Communications Service Delivery Engineer to join our busy growing team, working from either Swanwick or Prestwick. You will be supporting IT applications responsible for the air traffic management environment. You will ensure that service resilience is maintained throughout the service lifecycle and continual service improvement is applied. You will support safety critical communications infrastructure, which is essential to the management of the controller facing applications used to safely move over 7000 aircraft every day. Other duties include:
- Application of voice communications expertise to assigned Incidents. Prioritising, diagnosing and resolving them to restore service resilience in a live air traffic environment
- Analysis of service events and incidents to initiate and undertake problem management activities to deliver a 'predict and prevent' method of operations to the service
- Ensuring that the service meets its specified levels of availability & initiating any service design changes that may be required
- Ensuring the service configuration processes and tools are applied and that service configuration records remain accurate
- Responsible for effective application of risk management processes to ensure that service levels are met
- Implementation of assigned service requests, changes and for assessment
- Responsible for knowledge products that enable the effective and efficient service provision
- Engaging with suppliers when required to resolve service incidents and problems, for gathering supplier performance data to ensure suppliers meet their contracts, and for initiating continuous service performance activities with suppliers
- Management of service assets, so those service assets are in a known state and in the correct location for use to ensure the correct technical services are provided
Essential skills and experience:
- Honours degree in an engineering or information technology related discipline, and relevant experience
- Knowledge and experience of SIP, PBX, VoIP
- IP networking and DSL/WAN knowledge
- Windows/Unix/Linux to administrator level
- A good knowledge of ITIL (Information Technology Infrastructure Library) Service Lifecycle Management practises
Additional vacancy information:
You are likely to be liable for on-call as part of the 24 hour support to the operation. There may be the need to provide telephone support or attend out of hours for service restoration, or to deploy service changes and you must be able to attend Swanwick or Prestwick within 1 hour of the call.
