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Service Assurance Lead - Service Monitoring

Date posted 02/08/2022
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Area
Reading
Work location
Dual Location - Home & Reading Office
Contract type
Full-time
Shift pattern
on call working

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

Service Monitoring plays a critical role within the wider Service Operations and Assurance function providing resource 24x7, 365 days of the year to monitor Fault, Capacity and Performance management metrics which impact our business and customers the most, ready to take action on any issues observed.

The team works alongside the Service Assurance teams and our partners, delivering high quality service, application and Infrastructure support by guiding the eyes-on-glass Service Monitoring team to react to alerts and notifications; collaborating with global teams and contributing to the uptimes of services; while following ITIL Methodology.

This is a new team within the SO&A function and the Service Monitoring Lead will be accountable for creating and managing the end-to-end monitoring and event management framework, processes and ways of working to ensure all relevant Configuration Items in the production environment are constantly monitored with operational statuses gathered, maximising availability and usability.

The Service Monitoring Lead is the accountable escalation point in Service Assurance for real time monitoring, threshold management, technology, tools and communications, accountable for ensuring that the Service Monitoring process is coordinated across team members so that there is minimal disruption to service between shifts.

• Leading a team who systematically observe services and service components 24/7 , who will identify issues, provide impact and severity Assessments of service failures, both internal and supplier based and ensure Incidents are raised and assigned to resolver groups.
• Creating and owning a process for fast and effective response to service failure alerts and notifications from a range of systems.
• To build and develop individuals’ abilities and skills to ensure appropriate service monitoring is maintained
• To provide expert advice and support to the team on operational matters acting as the first escalation point
• Responsible for setting up and managing end-to-end monitoring and event management framework
• To identify, develop and implement new ways of working with the team to monitor and continue to improve service efficiency and effectiveness
• Responsible for fostering a continuous improvement culture, identifying process performance improvement opportunities and developing a maturity roadmap for the Service Monitoring Capability.
• Testing services that Three’s customer use to validate performance real time
• Ability to query databases and reporting tools to validate performance of service
• Ensure documented work instructions are relevant and up to date in order to ensure key KPIs/Graphs/Dashboards are regularly assessed by the Service Monitoring team
• Identify gaps in monitoring against Service Impact analysis of historical incidents
• Experience of workflow automation is essential in order to improve capabilities of the Service Monitoring team on an ongoing basis.
• Provide executive level commentary on Service Monitoring and Service Performance that is accurate and timely in line with reporting cadence of the SO&A function
• Automating activities for efficient and timely production of data
• Using pre-defined global Key Performance Indicators (KPIs) and other metrics for measuring the efficiency and effectiveness of the Monitoring services.
• Fostering a strong partnership with all service owners for ensuring monitoring framework meeting the expected requirements, creating customer value, driving effective decision making and the continuous improvement of services and service components.
• Ensure quality and service standards are documented and maintained throughout the team and the services provided.
• Develop and improve service quality by enhancing processes, delivering and monitoring training needs.
• Test services that Three’s customer use to validate performance real time
• Ability to query databases and reporting tools to validate performance of service
• Identify gaps in monitoring against Service Impact analysis of historical incidents
• Provide executive level commentary on Service Monitoring and Service Performance that is accurate and timely in line with reporting cadence of the SO&A function

Essential:
• Significant experience in technical solutions for monitoring.
• Experience with best-in-class monitoring and event management tools
• Knowledge in data analytics
• Strong communication and leadership skills.
• Experience data visualisation tools.
• Extensive experience working within an ITIL framework
• Strong analytical capabilities, highly organised and excellent team, and relationship management skills
• Proven ability to engage and communicate with senior stakeholders and support teams across any number of business functions
• Rational and calm under pressure

Desired:
• ITIL Qualification
• Experience of ITSM tool sets, preferably BMC Remedy
• Experience of working in a telecommunications environment and of mobile network technologies

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