Engineer, Cybersecurity

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Job Title:

CPS Platform Engineer

Reports to:

CPS Manager

Hours of work: 8am to 6pm (7.5hr day)

Purpose of the role

The CPS Engineer is a technical SME and is responsible for delivering proactive Managed Services in line with the contractual obligations outlined in the Wavenet Specific Conditions (SCs) e.g., performance measures, compliance reporting, service protection, capacity and lifecycle management for Private and Public Cloud infrastructure ensuring that all services are running optimally and securely for our customers.

The role will ensure that customers cloud services are running optimally and securely, taking responsibility for 3rd/4th line incident and operational problem ownership across customer platforms ensuring delivery to the highest standards.

There is also an element of project delivery. Either helping out the project delivery teams with customer focused projects or leading internal projects that drives Wavenet and technical platforms forward.

What you will be doing

• Proactively monitor multiple IT estates
• Work closely with customers and become a trusted advisor
• Deliver continuous improvements for customers in hybrid, private cloud, public cloud & IT environments
• Become an extension of the customers IT team and deliver high levels of expertise
• Work across operations boundaries and onboard professional services solutions
• Deliver specialist skills to the service desk teams and be a trusted advisor and problem owner.
• Implement DR and backup strategies and solutions
• Support analysts on escalated Incidents – owning problems
• Provide technical input in meetings when required
• Taking part in the on-call rota where applicable
• Share skills and knowledge through training and mentoring of colleagues
• Ability to communicate and present technical concepts to customers and/or senior management using architectural techniques.
• Occasional travel to data centres where applicable
• Laise and co-operate with third party vendors to resolve issues and implement solutions

What does success look like in this role?

• Deliver Managed Services compliance commitments in line with budgets and contracts.
• Deliver to and improve against SLA/OLA targets where applicable.
• Have an excellent understanding of our products and services and what value Wavenet provides to our customers.
• Delivering excellent customer satisfaction, as evidenced through positive user feedback, survey results and strong working relationships with site stakeholders.
• Demonstrating strong adherence to all account processes, procedures and compliance requirements.
• Effectively prioritising and proactively managing high-priority or business-critical issues to minimise user impact and prevent escalations.
• Planning and organising daily activities efficiently to maximise productivity and ensure coverage across multiple environments.
• Resolving issues at the earliest opportunity, including appropriate use of remote support to improve efficiency while balancing the need for onsite presence.
• Proactively identifying and addressing security risks or vulnerabilities, ensuring all devices are patched, compliant and appropriately secured through SIEM and EDR.
• Contributing to continuous improvement by sharing knowledge, supporting team development and enhancing service quality across the team
• Building strong relationships with managers, colleagues and clients, positively influencing service delivery and supporting overall account objectives.

Skills & experience you will…