Field Services Technical Lead

Field Services Technical Lead

Whitehall Resources currently require an experienced Field Services Technical Lead to work closely with a key client.

*Please note this role requires 2 days onsite in either Manchester or Birmingham weekly*

*This role falls INSIDE IR35*

Job Description:
. To provide specialist technology expertise in enabling IT to deliver IT application change, with a specific focus on Field Services.
. In this role you will have daily interactions with product and technical teams where you will influence platform architecture and design and provide timely feedback on all things related to the Field Services platforms and products. The successful candidate will be leading on and overseeing activities which include platform capacity, security and performance.
. In this role you will be working closely with Technical Analysts, Consultants, Security, Solution Designers and Architects to contribute towards platform design and strategy, enabling the successful delivery and rollout of services onto a stable robust platform able to meet high demand.
. The right candidate will have a firm and thorough understanding of service assurance principals and working knowledge of platform architecture and design.
. The ideal candidate will also have strong analytical and problem-solving skills and be able to understand complex architectures and systems to deliver effective solutions to problems or business challenges.
. Understand the end-to-end customer journey and the impact of faults on the ability of internal customers to facilitate and improve the external customer experience.
. Take leadership over support incidents across a range of applications, ensuring Technical Analysts within the team are able to resolve, applying best practise support methodology, technical expertise, and customer service skills to resolve them, within SLA and maximising customer satisfaction. This may require participation in a 24*7*365 support rota.
. Interpret and execute supplied sets of test cases using agreed methods and standards, including documentation of test failures and successes compared with pre-determined criteria, and verify their acceptability for the operational environment.
. Ensure own area of knowledge can be adequately covered by other team members, and actively develop knowledge of new product areas.
. Co-ordinate with the Team Leader/Manager on developments and changes including testing to proactively reduce related problem tickets.
. Engage with customer organisation, both formally and informally to identify areas of required improvement through maintaining the customer journey measures.
. Align IT activity to end-to-end Customer Journeys (and hence business needs and drivers) accordingly.
. Collaborate with team leaders to engage with customer organisation, both formally and informally to identify areas of required improvement.
. Lead on projects as an SME and first POC. Engage actively with project team, wider IT team and business to ensure that work package delivery is acceptable and that task deliverable requirements are met, following initiative governance processes.
. Design and implement code and configuration changes.
. Deliver functional requirements documentation, RAID information, test strategy, SOX requirements and implementation approach.
. Provide consultancy on, and monitoring/execution of, testing cycles.
. Collaborate with Team Leaders/Manager on acceptance of projects into live environments.
. Support the assessment of new code changes and processes relating to new services that are required to be accepted into the operational environment
. Use strong problem analysis skills with the ability to think creatively about all possible problem solutions.
. Determine when to escalate issues to vendors and to team/project management
. Ensure strong communication processes (written and verbal, IT and customer) are established, concentrating particularly on operational performance and success.
. Deliver all needed co-ordination and documentation in line with governance processes.
. Manage customer and stakeholder communications, reporting and expectations Engender a culture of continuous improvement, energy, collaboration, and fun across department.

Essential Experience:
1. Experienced in delivering IT using multiple methodologies, ie, Waterfall, Agile
2. Strong knowledge of the principles processes and services provided by project management functions.
3. Strategic and objective decision making demonstrating balanced consideration of technical and business issues, and individual and team goals.
4. Excellent interpersonal, communication and planning skills.
5. Experience of analysing, assessing, and resolving complex technology requirements, problems and issues.

Desirable Skills:
1. DevSecOps toolchains (Selenium, Jenkins, Git )
2. Collaboration Tools (Teams, Atlassian )
3. Experience in integrations and software development at scale where the product and service are heavily dependent on IT platforms and rapidly evolving technology.
4. Knowledge of ITIL or equivalent standard.
5. Experienced in the principals of solution design and architecture including design patterns
6. Experience working in a Telecoms/IT Field Services environment.

All of our opportunities require that applicants are eligible to work in the specified country/location, unless otherwise stated in the job description.

Whitehall Resources are an equal opportunities employer who value a diverse and inclusive working environment. All qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, national origin, pregnancy, disability, age, veteran status, or other characteristics.