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Roke is a world-class technology and engineering consultancy. Roke delivers advanced research, development services and products to high profile customers who come to Roke with varied and challenging problems to solve.
The Service organisation within the NS Business Unit is organised into Service Lines, and we follow a process framework based on ITIL practices. Our focus is on operating and governing the delivery of services to our customers to the right quality, cost, and performance. The Third Line Engineer plays a critical role in operating the service, acting as a point of escalation and technical expertise ensuring ongoing service availability and performance, resolving complex incidents and planning and executing planned changes, improvements, and root cause problem resolutions. Working directly with the customer and the service delivery teams operate, maintain, and improve the services under management.
We are a friendly and flexible team with a culture of ‘time, trust and freedom’. The role may give the opportunity to work on client site, from the office, in shared workspaces or from home as necessary. We pride ourselves on listening to each other’s aspirations and accommodating wherever possible.
Primary Job Purpose
Lead service delivery, service improvement and proactive management, updates, and reactive support operation for assigned services in close collaboration with the Service Delivery Manager
Ensure service operates to the required quality and service levels.
Provide an escalation point for day-to-day operational support
Develop solutions and implement changes necessary to resolve issues and improve services
Ensure ongoing performance and reliability of technical solutions provided by Roke to their customers.
Mentor and coach technical colleagues and peers to ensure the service delivery team is equipped to provide the required support and operations management of the service
Act as the technical owner (“Service Lead”) for assigned Services operated on behalf of the customer
Act as the technical owner for assigned Services operated on behalf of the customer
Provide technical leadership of engineers engaged in reactive support, proactive systems management, and in-depth incident and problem resolution.
Ensure technical support teams adhere to ITSM ticket management procedures and comply with SLA targets and escalation processes
Primary point of contact for technical escalation for Roke team and customers, and deputise for the Service Delivery Manager when required.
Expert-level diagnosis and resolution of complex incidents and problems within developed solutions
Analyse root cause and requested solution requirements
Develop software solutions to meet requirements, eliminate recurrence of incidents, and address design/change requests in line with Roke’s solution, coding and documentation standards
Support 2nd line support teams and peer groups (internally, with suppliers, and customers) in through-life maintenance of services/technologies
Lead major incident technical resolution
Develop tests to meet demonstrative solution compliance and align to test specifications
Conduct peer reviews of systems and code
Provide customer-expert with assistance, guidance and technical support
Drive continual service improvement of live systems
Develop and release system/software updates
Ensure compliance with information security policies
Provide onsite and remote support and implementation
Provide knowledge base / known error DB updates for support teams/customers for escalated tickets
The role will involve travel to customer sites, sometimes at short notice, and participation in an out-of-hours on-call rota (entitling you to on-call/standby payments).
Set clear and ambitious objectives for the team and supports the team to help achieve them
Coach and mentor staff across the business, provides feedback through regular 1:1 meetings and team meetings to discuss goals set in line with company policies.
Lead employees through performance management processes including performance conversations, career development and performance improvement.
Enable the cascade of business communication to team members and provides guidance where necessary
Education and Qualifications
Degree Qualified (2.1 or above) in a STEM subject, or you will have an education and level of experience which is comparable.
Knowledge, Skills & Experience
Previous experience with relevant technologies:
Network: routing and switching, IP networks
Network: security and firewalls
Server infrastructure systems: Linux, Windows Server, VMWare and underlying platforms technologies (hardware, virtualisation, compute/storage/backup)
Operating Systems: Linux (optionally also Windows Server, VMWare)
BASH or Python scripting
Software development, testing, diagnostics
PKI, Encryption, Crypto
AWS, Azure, Virtualisation, Cloud
DevOps experience, ideally including tools and techniques such as:
Continuous Integration / Continuous Deployment, Bamboo, Jenkins, Gitlab, Docker, Ansible, Terraform, Chef, Puppet, vRealize, vSphere etc.
Previous IT service or support experience desirable.
Previous experience in a customer facing role desirable.
Personal Attributes, Values and Competencies
Good communication skills both verbal and written
Good verbal and written communication skills, including the ability to document solutions accurately
Strong, methodical problem solving skills
Excellent attention to detail
Due to the nature of this position, we require you to be eligible to achieve SC and/or DV clearance. As a result, you should be a British Citizen and have resided in the UK for the last 5 years for SC and 10 years for DV.
We are committed to a policy of Equal Opportunity, Diversity and Inclusion. Our working environment is friendly, creative and inclusive. We can accommodate flexible working arrangements, and support a diverse work-force and those with additional needs