Network and Voice Service Lead Engineer

2 months ago

Coventry, Coventry, United Kingdom Coventry Building Society Full time
About the Role

We're seeking a highly skilled and experienced Service Lead to join our team at Coventry Building Society. As a key member of our service management team, you will be responsible for providing technical expertise and leadership to ensure the effective management of our network and voice services.

Key Responsibilities
  • Provide service management expertise to ensure effective management of technical and business services in relation to network and voice provision.
  • Accountable for the maturity and ongoing development of the service team, delivering both BAU activities, asset management, and lifecycle improvements.
  • Have a strong focus on incidents, requests, and problems, ensuring service-first behaviors are demonstrated by the team.
  • Help motivate the team and promote a culture of continuous improvement to drive a focus on SLT and KPIs.
  • Ensure the team has the focus and support on major incidents.
  • Work together with the team's Practice and Product Manager to ensure the team has the right focus on priorities for ongoing and future sprints.
  • Be the leading SME within the team and actively involved in helping the Practice Manager identify the right technical skills needed to ensure the team is positioned to address tasks and demands.
  • Undertake Senior Infrastructure Engineer duties.
  • Coordinate, coach, and mentor other technical team members and external resources as part of Service Lead responsibilities.
About You
  • Be hands-on resolving BAU issues.
  • Be part of the on-call rota.
  • Ensure on-call rota management and cover is provided to support the Practice Manager.
  • Assist with lifecycle and improvement initiatives, such as OS patching, monitoring improvements, driving automation forward, and ensuring management tooling is fit for purpose.
  • Manage escalations and address service impact.
  • Ensure daily service checks and required attendance to Sunrise.
  • Ensure team and service areas adopt automation of checks or tasks as part of service management development.
  • Responsible for ensuring asset management and audit requests are managed within the team.
  • Role involves engineering knowledge and skillset in network and voice management.
  • Requirement to attend site a minimum of two days per week to ensure team engagement and ensure service focus is achieved by engineers.
Qualifications and Skills Required
  • You'll have knowledge of service management procedures in a large commercial and mission-critical environment.
  • You'll be familiar with the ITIL-based service management framework and change control, release procedures, and tools.
  • You'll be able to demonstrate capacity planning, management of requests into the team, performance improvements, and proactive monitoring of Servicenow queues.
  • Knowledge and experience using Servicenow and creating reports/dashboards relating to SLT and demand management modeling.
  • Service deliverer management.
  • JIRA.
  • Confluence.
  • Ansible.
  • SAFe Agile.
  • Knowledge of SAAS voice services like Genesys and Microsoft Teams.
  • Good network troubleshooting experience.
  • Experience in change, risk, and incident management.
  • Network Architecture design supporting infrastructure and software design principles.
  • Cisco switching and routing protocols to CCNA/CCNP.
  • Good understanding of BGP routing protocols.
  • Cisco wireless networking.
  • Checkpoint/Cisco ASA firewalls.
  • Cisco ISE, Prime, DCNM, APIC-EM toolsets.
  • AWS/Azure.
  • Experience in MPLS.
  • Solarwinds enterprise monitoring and NCM.

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