The Role
The CAE Senior Engineer is a 3rd line resource working within the NOC responsible for providing the technical direction, troubleshooting and leadership to enhance Customer Experience for CAE’s internal and external customer base. This will be achieved by;
Support - The NOC Senior Engineer will play a key role in the Problem Management process whilst also being available as an escalation point for CAE’s Senior NOC team where required for technical and Major Incident escalation.
Managed Service Delivery – Identifying and implementing opportunities for Continual Service Improvement for key services through effective Problem Management and NOC best practise activities. Reviewing documentation and working with other teams to ensure customer satisfaction
Training and Skills enablement -A focal point for development across the NOC, pushing new skills and services into the team while acting as mentor using personal development, pushing the team to deliver the strategic requirements of the business
As a NOC Senior engineer within CAE you will work across the main technologies of our core strategic vendors. Travel to customer sites may be required on an ad hoc basis.
What you will be doing?
- To ensure timely review and ownership of complex and / or ongoing critical incidents and problems
- Reviewing and maintenance of Technical Run Books for solutions and / or customers to enable the rest of the technical teams to provide the service in a consistent manner, updating and training where applicable.
- To assist in research and peer review of non-core products that may be required to resolve issues with supported solutions enabling a swifter resolution
- Providing a lead role in the identification of the technical root cause of Major Incidents, Problems and development identified as necessary following such events, owning them until full resolution
- Leading the NOC for best practise in both Major Incident and Problem Management processes;
- Ability to communicate at all levels inside and outside the business in both written and verbal form;
- Identifying, developing and implementing opportunities for continual service improvement;
- Review of documentation (KBA’s / Training / Autotask Integrations) to define best practice and standardisation, updating documentation where appropriate as part of service delivery
The above list is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post.
What is Needed?
- Cisco Routers and Switching configuration and troubleshooting – Minimum CCNP Certification or suitable industry experience
- Cisco Security configuration and troubleshooting – Minimum CCNP Security (or on trackable path) or suitable industry experience
- ITIL/Change management or similar process experience
- Desired Configuration and troubleshooting experience of other Cisco related Security products, specifically ASA, ISE, Firepower, XDR and Umbrella
- Configuration and troubleshooting of Cisco Data Centre products – Nexus, UCS and FI
- DevOps skills – Creating scripts using Python / Ansible. Experience is using tools such as Cisco RADKit.
The Company This is CAE - Our goal is to be recognised as the most trusted and valued IT infrastructure solutions provider, and be chosen by our customers, partners and everyone in the CAE family, because of our unique understanding, total commitment and positive engagement.
We get recognised in a number of different ways:
- Having ISO9001 and 27001 certifications
- With multiple awards from manufacturers including Cisco and Dell Technologies
- Being 3 star accredited with the Service Desk Institute
- Within our industry with shortlists and wins from CRN
- and every time we get an order from one of customers – recognising that we are their partner of choice whether they are in the Commercial, Public or not for profit sectors
It is our approach that sets us apart and our people that make us different #thisishowwedoit
What is next?
If successful, one of our dedicated recruitment team members will be in touch with you for a screening call. Please note, we will always endeavour to acknowledge every application we receive, however, due to the high volume of applications, we are unable to reply to every individual with specific feedback.
Benefits:
- MediCash
- Investors in Personal Development
- Pension Scheme
- Death in Service
- Staff Referral Scheme
- Discounted Private Medical Insurance
- Tech Scheme
- Will writing
- Additional benefits: Shopping discounts, Length of service awards, Flu Vaccination Vouchers, Employee Recognition, Annual leave entitlements, Cycle to Work Scheme, Fresh Fruit
CAE Technology Services are an equal opportunities employer. We are committed to eliminating discrimination and encouraging diversity across our workforce. We aim to provide a fair and consistent job application process and to not discriminate on grounds of gender, marital status, sexual orientation, race, ethnic origin or disablement.
