Tier 3 Technical Architect

Tier 3 Technical Architect

A professional managed service capability is a key requirement for the solutions sold to eir evo customers. These solutions typically have multiple elements including, telecommunications infrastructure, CPE, IT applications, third party components and include continuous service improvement engagements. The successful delivery of a managed service on these elements requires best practice technical assurance capabilities combined with standards based processes.

The role of the technical architect is to perform at the highest level within their technical discipline and to become a trusted service partner to the eir evo customer base. The Technical architect will be engaged on continuous service improvement initiatives on a proactive basis and will interact with customers during major incident management. The technical architect will, as part of the continuous service improvement process, also feed into the design of new and existing solution and improve the quality of design and implementation processes.

eir evo is developing a technology centre of excellence in conjunction with our partners e.g. Cisco, VMWare, Fortinet, Checkpoint, Palo Alto, HPE etc. The Technical architect will lead in the design, development and utilisation of the technology centre of excellence. Participation in partner development initiatives will be promoted.

Key Accountabilities

• Assurance including continuous service improvement and proactive management, of complex networks based on the eir evo existing portfolio e.g. CISCO, Huawei, Checkpoint, Fortinet and Palo Alto. Supporting technologies such as OSPF, BGP, MPLS, load balancing, firewalls and VPNs which are underpinned by a solid understanding of IP Networking, Routing and Security. Security principals and technologies, Managed IT environments and technologies, Unified Communication solutions.

• Technical Architects will demonstrate a drive to maintaining and extending their professional certifications and accreditations and will typically seek to acquire more than one expert level certification.

• Plan, design, build and subsequently manage a suite of processes and procedures aligned to the ITIL v4. The overall objective of the organisation is to become the centre of excellence for service management in support of the managed solutions that eir evo deliver for clients. The technical architect is responsible for determining the root cause of high impacting service incidents and events and for establishing and monitoring remediation plans.

• Manage service SLA to minimise exposure to penalties and maximise revenue Problems are also likely to be complex in a managed service. A firm understanding of commercial contracts will be required.

• Experience in organisational change leadership is required.

• Employ a consultative approach with strategic thinking, innovative problem solving, and outstanding leadership.

• Take full responsibility for providing technical clarity and earning customer trust from a technical standpoint, customer trust will be especially gained during major incidents.

• Promote specific area of expertise within the industry and position eir evo as a leader in the marketplace

• Articulate complex technologies in terms of business capability and possess excellent technical writing skills.

• Input to proposals e.g. service improvement proposals where specific technical authority is required.

• Input to the creation of detailed change plans, test strategies & risk analysis.

• Interface with Sales, Pre-sales, Service, Product Management and other areas as necessary to ensure the explicit objectives of the role Assure and Customer Service are delivered upon.

• Support the ongoing professional development of the business and the broader Assure and Service organisation.

• Deliver presentations on technology trials and seminars for technological advancement, impart knowledge promptly.

• Maintain certifications which contribute to overall company technical accreditations.

• Contribute toward collaborative mechanisms for communication amongst peers and engineering disciplines throughout the wider eir group.

• Manage a portforlio of Enterprise customers

• Manage own personal development effectively.

• Complete detailed & on time timesheets, performance management documentation, expenses claims etc, i.e. comply with eir group policies and procedure.

• Coach and mentor Managed Service Centre (MSC) team and assume responsibility for lead engineer role on specific technological areas.

• Participate in an ‘on call’ regime at an expert level (L3).

• Ongoing revenue protection through incident and event analysis and service improvements and revenue generation through enhancement of service propositions.

• Build relationships and processes with our suppliers and partners.

• When necessary attend customer sites and work on live network environments in support mode for incidents, in install/maintenance mode within a service contract and also on projects on an intermittent basis.

• Utilise and develop customer demonstration labs, reference laboratories and staging environments to their best affect.

• Contribute to developing and executing customer service improvement initiatives. Support the successfully delivery of the target Customer Experience through targeted improvement initiatives.

• Support the achievement of the MSC wider strategic, financial, operational and customer objectives.

• Maximise personal contribution to the MSC, Assure and Customer Service and eir evo overall.

Key Performance indicators 

• Revenue Generation (pull through) per annum for professional services

• Utilisation levels

• Satisfaction levels

• SLA outturn

• Understanding of the Group & Business strategy

• Adherence to Performance Management process

• Host external events to promote eir evo professional services within the specific industry.

• eir group policy and procedure compliance

• Development of processes and systems which directly contribute to the enhancement and efficiency of eir business managed services

• Service Improvement initiatives delivered/Deming Cycle

• Partner development (SDK) initiative participation

Competency Profile

Business

• Customer Focus (3)

• Results Focus (4)

• Problem solving (4)

• Business Focus (3)
  

People

• Teamwork (3)

• Innovation (4)

• Change Orientation (3)

Other Key skills

• Experience – typically a minimum 12 years industry experience

• Industry Background – Comms/ICT/Consulting/SI

• Verbal & Written skill and ability articulate complex technical ideas to technical and non technical audiences

• CCIE (prerequisite) with a strong preference for Routing & Switching

• Achieve relevant recognised qualifications at expert level.

• Multiple qualifications a distinct advantage

• Knowledge of Systems and Process in Telecommunications technology, Managed Services and infrastructure.

• Experience in Scripting languages (e.g. Perl, Python, Powershell,etc.) of benefit Managing external vendors.

Terms of Appointment

• Permanent contract