Network and Voice Service Lead Engineer

We offer flexibility that counts - and we recognize that will look different for different people who could support the network and voice management teams on service management and request fulfilment.

Regarded as a Subject Matter Expert (SME) and responsible for providing service management expertise to ensure effective management of the technical and business Services in relations Network and Voice provision within the society.

Accountable for the maturity and ongoing the service team delivering both BAU activities, asset management and life cycle/improvements.

• Be hands-on resolving BAU issues
• Be part of the on-call rota
• Ensure on-call rota are managed for teams and cover is provided to support practice manager.
• Assist with lifecycle and improvement initiatives, such as OS patching, monitoring improvements, driving automation forward, ensuring our management tooling are fit for purpose, etc.
• Manage Escalations and address service impacted
• 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 to ensure asset management and audit request are managed within team.
• Role involves engineering knowledge and skillset in network & voice management.
  

No formal staff management responsibilities, but required to co-ordinate, coach and mentor other technical team members and external resources where necessary as part of Service Lead responsibilities.

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 request into team, performance improvements and proactive monitoring of Servicenow queues.

You’ll have a proactive approach, with a desire to developing and improving processes, and a willingness and aptitude to learn new technologies and further your knowledge.

You’ll be able to work under broad direction and exercise substantial personal responsibility.

You’ll have the ability to work in a fast pace and changing environment, whilst being thorough, with good attention to detail and delivering to agreed timescales. You’ll be able to articulate technical knowledge into easy-to-understand terms for all stakeholders.

You’ll be flexible in your approach to working hours to meet service objectives and assist colleagues in meeting their objectives.

We’ll require you to be available for out-of-hours support, on a rota basis.

Requirement to attend site a minimum of two days per week so to ensure team engagement and ensure service focus are archived by engineers.

• Knowledge and experience using Servicenow and creating reports/dashboards relating to SLT and demand management modelling.
• 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

#BetheChange

Flexibility

We offer flexibility that counts - and we recognise that will look different for different people. We’ll consider a range of flexible working, and where we can we’ll make it happen. So whether it’s part time hours, job sharing or other flexible working patterns, have a chat with us before you apply to see what the possibilities are.

Coventry Building Society has grown into the second largest building society in the UK. Despite being a national Society, it keeps its local values and loyalty, and its caring family ethos.

The best way to judge a company is based on what the people who work there say and our recent employee survey has resulted in us being named as one of the UK’s Best Workplaces for Wellbeing by Great Place to Work.

We offer not only fulfilling jobs and exciting career opportunities but a place where everyone can belong and feel proud to work. What makes us such a rich and progressive place to work is the diversity of our workforce.

And of course, we don’t pretend that what you do for us is all there is to you. We want you to bring your whole self to work – parent, carer, artist, triathlete, introvert… whatever it is that makes you YOU. We offer the balance to make sure you have plenty of time to do the things you need or want to do alongside work, because we know that’s how you are able to be your best.