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Technology Lead - Radio

  • Location: London
  • Salary: £450 - £500 per day
  • Job type: Contract
  • Sector: IT & Information Security
This vacancy has now expired.

Radio / Cellular / Tetra / 4G / Wireless / 9 Months / Hillingdon / £450 - £500 Per Day

Leading Aviation and communication client in Hillingdon are looking to recruit a Radio / Cellular Technology lead to be their resident technical expert. A proactive engineer you will be responsible for creating more value out of the infrastructure as well as taking the lead on driving strategic architecture functions.

Key Responsibilities

  • Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
  • Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
  • Act as the customer SPOC as a technology expert, co-ordinate the scheduling of intervention with Customer's, internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
  • Carry out, by exception, incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
  • Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements
  • Coordinate with the Incident Manager for the replacement of faulty equipment through the use of spares an ensuring the timely replenishment the spare according to prescribed availability and sparing policy.
  • To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.
  • Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems
  • Support the senior team members in the management, reporting, and co-ordination of day-day tasks during absence of other Snr engineers
  • Report and escalate to the next level (typically Vendor TAC) those problems which cannot be fixed or requires vendor involvement due to potential system bugs
  • Carry out and coordinate preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations
  • Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems
  • Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management.
  • Conducts the analysis, definition, documentation and testing of application & systems enhancements
  • To provide stakeholder support during the cutover of the services requiring our support
  • Continuously identify and document lessons learnt, known errors and operational knowledge for improved services, updating operational knowledge articles
  • When/where required, be contactable for escalations and support, on an on-call standby basis as a technology expert.
  • When/where required, perform assigned tasks on 24 x 7.
  • One of the technology leads will also perform the requirement of team leadership with direct reports as part of their function

Education and Professional Qualifications

Degree or equivalent Diploma / Certificate in Computer Science, Electronic Engineering or equivalent Telecommunications in-country qualification.

  • Recognized industry certifications such as, MCITP, CCNA/CCNP,CCIE
  • ITIL Foundation Certificate

Experience

Must have dealt directly with external customers delivering to SLAs.

  • Minimum 5-8 year's experience in the network, and/or application/system support domain
  • Experience of working in the Airport / Airline industry desirable.

Knowledge and skills

Knowledge & understanding in one or several of the following domains:

  • Cisco Call Manager, Telephony services, Voice gateways and associated technologies
  • Wireless Mobility services, Aruba, Trunk Radio, and associated technologies
  • Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction
  • Ability & motivation to work in a team and in rotating on-call shift
  • Ability to support, troubleshoot, analyse and investigate on proprietary systems
  • Installation & configuration of end user applications and software
  • Ability to analyse, draw conclusions, and create solutions to customer's moderately complex problems
  • Ability to build relationships with peer and management levels both with clients and the company management
  • Airport system knowledge and Network Services
  • Customer specific services and solutions
  • Exposure to ITIL and IT/network components and principles
  • Demonstrated maturity in handling complex customer issues and demanding customers
  • Ability to coach new joiners and to facilitate their integration into the team
  • Expert knowledge of all services and proprietary systems
  • Ability to organize the activity of a team and to take ownership of issues until resolution
  • Ability to act as a Team lead in his/her absence

Profession Competencies

  • Applications Support
  • Service Infrastructure/Platforms
  • Service Management Process
  • Technical Communication
  • Product/Solution Knowledge

Radio / Cellular / Tetra / 4G / Wireless / 9 Months / Hillingdon / £450 - £500 Per Day

Capita IT Resourcing is acting as an Employment Business in relation to this vacancy.

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