Release & Assurance Analyst

About Claranet Founded at the beginning of the dot com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries. At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business. We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services. Working for Claranet Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean with). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access. But what we think makes us different is ‘Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts. Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce. We are also very proud members of Tech Talent Charter, a government supported, industry-led membership group created to address the UK’s tech talent shortage and diversity gap through collective action. Position Summary The Release and Assurance Analyst is responsible for ensuring that upgrades and patches to Claranet products and services are properly released to Claranet customers, as well as that services provided by Claranet meet the expectations and requirements of our customers. This involves working on actions related to the release process, including testing, quality assurance, and documentation. The role is responsible for monitoring alerts, analysing reports and scheduling tasks to patch services, carry out maintenance and resolve issues relating to service health. Role Mission Claranet’s strategy is to build long-term, trusted relationships with its customers by delivering market-leading, integrated managed services. We are seeking an Analyst, with a customer service mindset and understanding of operational methodologies, to become a part of the Service Assurance team; working proactively to maintain service levels on behalf of Claranet customers through event management, service health and housekeeping methodologies. The role will be focussing on release and assurance processes and will contribute to efficiency and effectiveness of those. Objectives and Key Results The Release and Assurance Analyst is part of the Customer Support and Service Assurance function. The key objectives will be to: * Ensure that the services provided by Claranet are of high quality and meet the needs of customers * Collaborate with key stakeholders to ensure that all requirements and agreed service level agreements (SLAs) are met * Conduct a release process from testing to quality assurance of products and services * Monitor and report on release process and performance of services * Ensure that all relevant release and performance documentation and other materials are up to date and accurate * Support the development of plans, procedures and policies. Duties and Responsibilities * Support the creation and maintenance of release plans and schedules * Support development and implementation release procedures and policies * Ensure that documentation and other materials are up to date and accurate * Monitor the release process to identify and address any issues or risks * Analyse and report on release performance metrics * Collaborate with key stakeholders to ensure that all requirements are met * Maintain a thorough understanding of the product, services and its features, as well as the needs and preferences of customers * Monitor service levels and the performance of the services, and ensure that they meet the agreed service level agreements (SLAs) * Identify service issues or problems with the services provided, and work with other teams to resolve them * Analyse service data related to the performance of the services provided and identify trends and patterns that may indicate potential issues * Conduct testing of products and services before release * Support the development of service improvement plans. Position Specifications Position Specification Behavioural competencies – organisational and behavioural fit * Flexible and creative to take considered risks * Learn and adapt quickly to changing situations * Self-motivated and able to work under pressure * Manages conflict and challenges in an open and constructive manner. * Critical competencies – technical fit * Experience in IT Managed Service industry with knowledge in Cloud, Security, network, and modern workplace services * Experience in quality assurance, release management, and testing * Awareness of the managed services market and an understanding of the technologies and skills needed to deliver high quality customer service * Excellent collaboration and communication skills * Strong attention to detail and ability to work independently