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Ensure all escalated and Major Incidents are resolved within the Senior operations team or managed in conjunction with Technology partners.
Maintain in-depth understanding of all customer networks.
Identify and manage any escalated faults with 3rd party suppliers for major incidents
Identify design and implement changes to existing customer networks to improve performance of their services.
Complete LLD reviews of new customers/projects as part of the operational acceptance process
Prioritise network improvement changes according to risk
Technical reviewer and approver for network changes to be presented to CAB
Work closely with the Platform Engineering team to improve performance and resiliency of the core network.
Support our design and project teams on major projects for new and existing customers
To provide and update technical documentation and diagrams instructions for existing customers and services
resolutions and service request completions.
Provide training, guidance and support to the other Capita teams
Provide out of hours support via 24/7 rota as required.
Managing and resolving incidents and service requests raised via both proactive Monitoring platforms and directly from customers within contractual SLA.

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