Description:
Overview:
Our client is a UK-based company specializing in cybersecurity, identity management, cloud transformation, and managed IT services. They are dedicated to helping businesses enhance security, optimize cloud infrastructure, and manage user identities securely. Believing that specialist UK firms deserve the same exceptional service they would offer their own clients, they focus on providing reliable expertise, personalized service, and dedicated support from a trusted individual who truly understands each client’s unique business needs.
Driven by a relentless commitment to delivering the best solutions, a deep pride in helping clients achieve their goals, and a passion for leveraging technology to improve business operations, our client has built a reputation for success.
At the heart of their approach is the belief that service should be personal, with every client receiving tailored support and expertise.
They are now seeking a highly capable 3rd Line Engineer to join their team. In this role, you will be responsible for delivering senior 3rd line support and project services remotely to multiple international customers, ensuring all services are provided in line with contractual SLAs and KPIs.
Responsibilities:
· You will be part of a dedicated team providing platform / infrastructure support and management for a large UK based client
· Working with the Service Integrator, 3rd line Infrastructure support specialists and 3rd parties you will be responsible for the ongoing maintenance and management of the “in scope” platforms in line with a best practice approach to ensure, stability, availability, performance and security of services
· Maintaining documentation quality standards
· Working within a Service Management framework, adhering to ITIL based policies and practices
· Documenting and Planning change and release activities, including patch and upgrade management and communication
· Maintaining configuration data and currency
· Managing incidents and issues with appropriate and timely escalation and communication
· Issue and Risk management
· Provide third line incident management (diagnosis, investigation, resolution), as well as technical project implementation services to customers focusing on Cloud and on-prem technologies
· Work with incident management, service desk, other technical teams and the customer as required
· Understand SLAs in a production environment and proactively strive to meet the commitments
· Provide detailed and effective communication to internal teams and customers
· Work directly with vendors to identify innovative solutions and actively apply those solutions for customer issues
· Follow through on issues with vendors for a timely resolution
· To be an integral team member identifying and contributing to customer service improvement suggestion