Raytheon Service Operations – 2nd Line Lead in Feltham, United Kingdom

Job Title: Service Operations – 2 nd Line Lead Req ID: 101433BR Location: West London Raytheon UK is looking for a dynamic, experienced and high performing senior systems engineer to lead the 2 nd tier resolver groups within the Service Operations Team at a customer site in West London. Raytheon along with other similar successful high performing organisations is executing highly collaborative and complex programmes and delivering specialist services. These services require collaborative working and strong leadership to resolve issues by working jointly with the customer across multiple sites and business areas. Reporting to the Site Live Operations Lead, the role will have responsibility for technical delivery of the ASG services at the West London customer site, and specific Service Desk functions across the enterprise. The successful candidate will be responsible for administering a number of Geospatial Information Systems (GIS) as part of the on-site service delivery team. This will include applying changes, updates, test and acceptance, integration skills, tooling, processes and techniques to maintain multiple complex services. It is expected that the successful candidate will have extensive system admin experience and a detailed knowledge of ITIL V3. The position also requires customer facing experience and the ability to interface with the Customer, senior users and international sub-contractors. This is a complex and challenging role that will be highly rewarding, with extensive communication and interfacing requirements. The work location will primarily be based near Sunbury, but will require visits to other Raytheon UK and customer sites. Main Duties: Key responsibilities of this role will include: To provide the Lead Technical role for all 2 nd tier (2 nd line) system changes, resolving service incidents and problems, applying diagnosis, maintenance and configuration control attributes to bring about a resolution Act as the deputy to the site Live Operations lead Direct engagement with Customer and user groups regarding performance of the operational services Act as a subject matter expert for the GIS services Interact with the Service Desk function, tier 3 and 4 System monitoring and performance reporting Maintenance of virtual environments Maintenance of storage subsystems Maintenance of system configuration files Installation of OS and COTS software patches/upgrades Implement routine archive, backup and disaster recovery policy Maintenance and deployment of system image profiles Provide support to remote sites and REGO Generation and resolution of Discrepancy Reports Providing technical assistance to project teams Monitor Calibration Participate in on-call rota for 7-7 service desk Candidate Requirements: Essential: Familiarity with secure system environment and MoD and Government security standards In-depth knowledge of IT systems and associated support processes Proven track record in systems administration Broad understanding of IT architectures for a classified environment Detailed understanding of software/systems engineering principles Service Delivery and Customer management experience in complex environments Experience in leading multi-disciplined technical teams Certified Windows (UNIX) system administrator/engineer Experience of system administration Willingness to be part of an On-call rota to provide support upon request outside of normal working hours Flexible with working evenings and weekends upon request outside of the On-call requirements Candidate must have a current DV security clearance ITIL Version 3 qualified – In particular Service Operations Candidate must have a current SC security clearance and does not hold dual-nationality Desirable: Experience of managing multi-disciplined teams and of dealing with UK MoD and other Government departments would be an advantage Knowledge of GIS systems and software Experience of working in “clamped” environment Network administration experience Providing technical support to IT projects Technical support to projects Knowledge of MOD Practices and Procedures Understanding of GIS principles and supporting technology Current DV security clearance Personal Characteristics: Self-motivation Strong Leadership skills with a desire to succeed Good personnel management skills Strong interpersonal skills, able to build strong relationships with customers and peers with the ability to influence multidiscipline teams Able to work under pressure and to timescales Team player Good problem solving skills Able to provide clear recommendations on the most effective course of action Able to communicate well in verbal, written and presentational forms Strong organisers who can maintain focus on assigned tasking to completion Good attention to detail 101433