Principal Network Design Engineer

Telent Technology Services Limited is a leading technology company and specialist in the design, build, operation, and maintenance of the UK's critical digital infrastructure, drawing on decades of experience in mission critical communications and technology. With a strong focus on key customer areas including transport, emergency services, network providers and the public sector, our expertise, accreditations, and knowledge make us a trusted partner for organisations at the forefront of the digital revolution.

Key Responsibilities

• Act as a single point of contact (Customer Technical Advocate) for the customer and internal stakeholders for Corporate LAN Network, with skills within Cisco ISE, ASA and Umbrella.
• Work as part of a dedicated engineering team providing technical Solutions, Design Architecture and support across modern networks.
• Respond to problems escalated via the NRTS/Highways Technology Service desk/NOC and progress the issue until closure to the customer's satisfaction, liaising with the NRTS NOC, field O&M/customers during the life of the open problem, endeavouring to meet customer contractual SLA's/KPIs.
• Update and document Service Requests on a Remedy system.
• Participate in a 24-hour call out rota for outside of normal working hours support.
• Maintain up to date product and technology knowledge.
• Escalate product defects to the appropriate Business Division or third parties.
• Attend customer meetings.
• Build relationships, customer trust, manage difficult situations, and negotiate conflict resolution.
• Advocate for the customer during system outages/impairments and priority setting towards Telent for open issues.
• Maintain customer satisfaction by assisting in providing services that are fully compliant with the KPI.
• Deliver support; synchronise and communicate between Technical Support team, NOC, and customer. Ensure proper customer follow-up and escalation.
• Facilitate identification of control mechanisms and critical action/recovery paths for system components.
• Assist in providing Proactive Maintenance by monitoring and anticipating network performance to avoid issues/outages in the customer network.
• Conduct network performance analysis to assess the impact of a problem and to solve customer service-related issues.
• Manage preparation and execution of service migration MOPs, network upgrades and retrofits, and ensure related communication towards the engineering team.
• Timely notification of anomalies with respect to products and their operational configurations, to avoid known issues in NRTS and National Highways Corporate Network which may have potential operational impact.
• Analyse if a technical document (procedure, notification) is applicable to the NOC, field O&M and propose Action Plan.

Key Objectives

• Deliver to agreed service standards - including monitoring and tracking of SLA's/KPIs.
• Support Corp Network project for Cisco ISE, ASA and Umbrella.
• Provide Network Design and architect responsibilities.
• Provide the required Management Information & regular management updates.
• Qualitative Input into the appropriate database/s to track and manage standard and bespoke processes.
• Design and implement new SD-WAN solutions.
• Monitor network performance.
• Produce network support documentation.
• Create workarounds, solutions, and mitigations for identified issues.
• Identify issues requiring more detailed and in-depth analysis and escalate to product manufacture.
• Implement Approved Configuration Changes.
• Obtain appropriate documentation in connection with the customer's request, as per the defined processes.
• Deal with, monitor, or escalate issues in an appropriate and timely manner, ensuring recording of all relevant details for dissemination into the business.
• Attend Customer, supplier and Team meetings as required.
• Undertake 'Special Projects' or Task / Process ownership, at Manager's request, to facilitate self-development.
• Analyse the event information for trends and patterns that indicate performance degradation, early indicators of failures, reoccurring events and raise these to Problem Management Team.
• Support the Problem Resolution Manager with trend analysis related to proactive Problem Management.
• Attend Tier1 & 2 National Highways Corporate sites as and when required necessary.
• Take part in the on-call rota to provide out of hours remote support for National Highways NRTS and Corporate LAN Network.

Technical Competencies

• Must be able to demonstrate sound technical understanding in several of the following disciplines: Cisco ISE, ASA, Meraki and Umbrella - these must have skills.
• Skills in Cisco switches and routers and Meraki devices.
• Proficiency in maintenance and firmware upgrades.
• Knowledge of Infrastructure Security, network management tools, MPLS, SD-WAN, VPN, and routing protocols.
• Have knowledge of and experience with the data, network and transport layers of communication or networking systems, IPV4/6, TCP, and other emerging protocols.

What we offer

A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver. We nurture the talent that makes this happen, by our ongoing commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to be themselves and to thrive at work.

Benefits

• 26 days annual leave, plus public holidays, plus the option to buy up to 10 days or sell six days each year.
• Company pension scheme.
• A range of family friendly policies.
• Occupational health support and wellbeing Portal.
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.