Technical Solutions Change Engineer

About The Role

Position Summary

The Technical Solutions Change Team is responsible for the provision of in-life change to customers across the breadth of Claranet’s portfolio. This includes the management of technical configuration across customer solutions, as well as the development and implementation of change and governance processes relevant to Claranet customers.

The Technical Solutions Change Team will be accountable for resourcing and prioritising these workloads and providing strong outcomes and KPI fulfilment related to customer Change.

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 a Technical Solutions Change Engineer to help us in delivering a seamless technical experience for our customers and ensuring that critical change and governance processes are developed and implemented with customer experience at their core.

Objectives and Key Results

• Change planning and execution: Develop and implement change management plans, including steps, timelines, resources, and key milestones to facilitate the successful execution of changes and minimize disruptions to our customers.
• Risk and impact assessment: Conduct risk assessments and evaluate the potential impact of proposed changes on our customers' infrastructure, services, and overall operations. Develop mitigation strategies to minimize risks and negative impacts.
• Knowledge sharing and cross-functional collaboration: Collaborate with other departments and team members within Claranet to share knowledge, best practices, and lessons learned from change management initiatives. This promotes a culture of continuous learning and improvement across the organisation.
• Compliance and documentation: Ensure that all changes adhere to our policies, industry best practices, and customer compliance requirements. Maintain comprehensive documentation of changes where required, including approvals, test results, and post-implementation reviews.
• Ensure in-life KPI’s are delivered in line with customer contractual obligations.

Essential duties and responsibilities

• Drive forward and progress Technical Solutions Change initiatives and technical configuration, using best practice change management methodologies and principles where relevant
• Develop and implement change management policies and procedures to ensure the effective resolution to all customer change requests
• Ensure that we are delivering change in the most effective manner that delivers our contractual outcomes
• Ensure the customer change framework allows for assessment of impact and success criteria and that requests are planned, approved, tested, and implemented in a controlled and standardised manner
• Assist in the design and implementation of automation where possible to reduce complexity and improve customer experience and effectiveness
• Provide resourcing for in-life managed services projects, including end-of-life and decommissioning activities
• Troubleshoot and rectify issues associated with the implementation of customer change and work with colleagues within the Technical Services department for escalation and consultation
• Customer satisfaction: Ensure high levels of customer satisfaction by meeting customer expectations and delivering quality change management services. Maintain strong relationships with customers by demonstrating a commitment to their success and addressing any concerns promptly.
• Ensure fulfilment of SLAs and consistent great communications to our customers and colleagues.

About You

Behavioural competencies - organisational and behavioural fit.

• Flexible and creative
• Learn and adapt quickly to changing situations
• Self-motivated and able to work under pressure
• The ability to manage ones’ own time effectively while balancing multiple priorities
• Manages conflict and challenges in an open and constructive manner.

Critical competencies - technical fit

• Strong organisational skills, allowing the management of multiple tasks simultaneously and effectively
• Strong knowledge and experience relevant to technical change management - in particular the delivery of in-life change to key customers - in order to perform complex tasks competently, confidently, and consistently
• Self-motivated and self-starting and an excellent team member
• Excellent communication and interpersonal skills, in order to influence and engage stakeholders at all levels, and to synthesise technical change processes into their clear impacts and benefits
• Able to investigate, gather technical insight and data to resolve complex customer problems
• Strong understanding of MSP, Cloud, Network and Communications products and services, which as a team, should broadly cover:
  • Firewalls: Fortinet, Barracuda, Watchguard
  • Networking: Cisco, DrayTek, Meraki - MPLS, WAN & SD-WAN concepts
  • Traffic Management: F5, Netscaler, Azure Load Balancing
  • Communications: IP Telephony, Teams Voice, O365, Exchange & Mail Security
  • Hosting: Windows & Linux OS fundamentals
  • Systems, Hyperscalars and Platforms: Azure, Meraki, DrayTek ACS, FortiManager, Ivanti Connect Secure
• Good understanding of IT Service Management Principles

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.