For the people who want to change the world.

Are you an experienced Solutions Architect with a background in IoT and other related technologies?

If you are a professional with experience adopting and designing solutions to multiple LTE & 5G technologies across multiple market sectors and geographies, and you enjoy being hands-on with customers, engineering, and product teams, you may be the person our team needs. We are seeking a talented candidate to join our team as an IoT Solutions Architect.

This is a unique opportunity to gain experience in the fastest growing technology field. The role of the Solution Architect is to perform discovery sessions, manage the requirements gathering, technology selection and solution design with our customers to help them adopt Eseye advanced technology solutions and elevate Eseye to their Trusted Advisor status. The IoT Solutions Architect will support our sales teams in designing solutions to meet our customers’ IoT needs. The ISA is responsible for creating effective, efficient, scalable, secure, and innovative IoT Solutions for Eseye customers. The scope of these solutions spans hardware, software, network, middleware, cloud/customer hosted applications & platforms, and their collective integration. This is a customer-facing role that requires an individual with strong technical, communications and collaboration
skills.

Responsibilities of this position include:

• The role is supporting Eseye Global IoT Customers across in multiple countries with a focus on the USA.
• Capture, interpret, and document customer requirements to aid in the development of customer solutions.
• Design scalable technical solutions to address the complete IoT lifecycle leveraging Eseye’s core products and professional services portfolio.
• Facilitate discovery and design meetings with customers and internal Eseye teams.
• Aid in the development of RFP responses, proposals, and Statements of Work ensuring customers’ needs are met, cost model is adequate, and deliverables meet sales and customer expectations.
• Identify key technical and business risks associated with solution designs
• Present solution proposals to customers in collaboration with Sales.
• Aid in the creation of the Statement of Work to define work scope, deliverables, timelines, and Eseye’s / Customer’s roles and responsibilities.
• Maintain a high level of expertise in IoT and Mobility related technologies, and industry trends. Actively contribute to Eseye’s knowledge management systems.
• Lead technical engagement with vendors for products and support issues.
• Work closely across multiple Eseye organizations including Product, Marketing, Professional Services, Network, and IT to optimize solutions and increase customer value.

Required Qualifications:

• Bachelor’s Degree in Computer Science, Information Systems Management (or other related technology degree) or equivalent field experience.
• 3+ years of experience in working with large corporate customers in a solution design or consultancy role.
• A minimum of ten (10) years’ experience architecting / designing / supporting production quality carrier / enterprise-class, IoT and advanced mobility systems.
• Experience with IoT platforms and devices, middleware, device management, and related IoT/M2M/SCADA technologies. The ideal candidate has experience with eSIM/eUICC technologies. Familiarity with basic data packet layer networking concepts such as SGW/PGW, CGNAT, TCP/IP, MQTT, and CoAP all the way down to the data schemas a customer might use is a big plus.
• Experience with mobility platforms and devices, middleware, device management and related enterprise mobility management technologies.
• Experience with network technologies (NFC / PAN / WAN), including terrestrial (IP-based), satellite, cellular, Wi-Fi, Bluetooth, ZigBee, and low power (LPWAN).
• Experience with IoT and mobility security technologies and vendors.
• Excellent written and oral communication / presentation skills. The ability to build trusted customer and partner relationships at all levels is paramount.
• Must be able to simplify and effectively communicate and collaborate.
• Ability and willingness to travel, as needed, up to 50%.

Desired Qualifications:

• IoT Platform / Security / Network / Enterprise Mobility Management (EMM) certifications.
• Experience with Enterprise Resource Planning and Workflow Management Systems.

We are looking for an experienced Head of Solutions, to join our growing team.

You will own and be responsible for developing and implementing the Eseye solution strategies (high-level solution roadmaps, commercial packaging and go-to-market plans) working alongside colleagues in Product Management, Development and Product Marketing to enable the business to achieve its ambitious growth plans. You will help to champion the overall solution vision and strategy across the business and with our customers and partners. In addition, you will be heavily involved in solution commercialisation, working with key members of the Executive management team.

This is a permanent role reporting to the CTO based in Guildford, UK.

Primary Responsibilities

• You will be the centre-point for defining and refining Eseye’s solution and product strategy based on market needs, key product differentiators as well as ensuring our strategy is aligned with our core business goals
• Relationship management with strategic accounts, working alongside Customer Success and Sales teams, for input to the solution roadmap and strategy
• Leading customer solution/product-oriented events, such as mini user groups, roadmap focus groups and workshops
• Document the strategic solution roadmap and outline how this aligns with the product delivery roadmap
• Engage with colleagues in Product/Development, Customer Success, Global Services, Sales and Marketing and Alliances to elicit and communicate solution requirements
• Collate and document key Business and User Requirements for new solutions (e.g. Infinity Platform)
• Work with the Executive and Senior Management Teams on the commercialisation of solutions
• Align Roadmap and Go-to-Market strategy with market & customer requirements, internal engineering development plan/roadmap and the marketing plan
• Work with key stakeholders (namely marketing and product teams) to conduct release planning and agree timing of releases
• Engage with Engineering and Development teams to track progress and support delivery as required
• Support Product Managers in prioritising development roadmaps based on external insight

Skills and Experience

• Solution or product strategy experience in a SaaS/technology business
• Experience turning customer insights into solution requirements; including running customer user groups, workshops and insight projects
• Experience creating strategic solution roadmaps and communicating them internally and to customers/partners
• Own the Business Requirements definition process and documentation
• Experience working with SCRUM and Agile development methodologies
• Ability to coordinate with product development teams to ensure User Requirements and System / Functional Requirements are accurately derived

With substantial projected growth in 2021 onwards, we require a Support Specialist engineer to provide swift resolutions to complex problems to minimise and circumvent customer business outages. The role will sit within our rapidly growing technical team who is based at the Guildford office and will report to Global Support Team Manager.

The position is a fantastic opportunity for a Graduate or individual with 1-3 years of experience in Technical Customer Services or Technical System Support who is looking to develop their career. If you are motivated by problem-solving, have a strong interest in IoT and IT systems with a drive for learning new technology, then we really want to know.

Key responsibilities:

• Take ownership of incidents reported from Eseye Customers through our service desk interfaces and delivery to agreed SLA
• Providing a level of technical triage and analysis for incidents reported from Eseye Customers through our service desk interfaces.
• Working with the service deployment and customer success teams to ensure a successful resolution to customer incidents.
• Responsible for escalation of incidents and managing through to the Level 2 support team.
• Responsible for a level of technical administrative functions to ensure customer service is delivered.
• Must ensure that all work is carried out in compliance with our Information Security Management System (ISO27001).
• Responsible for maintaining an appropriate knowledge base, for the solutions to problems that will assist and support other Service Desk team members.
• Responsible for the monitoring of automated alerts and the implementation of appropriate mitigation and escalation.

Required Skills:

• Degree level Computer Science, Engineering or equivalent.
• 1-3 years experience working in Technical Customer Services or Technical System Support.
• Well versed in established customer service and SLA management processes.
• Experience working in service focused teams, ideally in a Telecoms or communications environment.
• Working knowledge of fundamental networking concepts.
• Good experience in MYSQL (or equivalent) technologies and be capable of navigating and manipulating data within relational databases.
• Experience with network packet analysis tools such as Wireshark or equivalent.
• Excellent written and verbal communication skills, with an ability to articulate complex matters at the right level.
• Strong user experience with key applications within the Microsoft Office suite especially excel.
• The ability to resolve problems, understand complex situations and most importantly, a desire to deliver a high level of customer service.

Desirable/Preferred

• Desirable Knowledge of GSM/LTE cellular networks or working within a Mobile Network Operator Technical Services environment.
• Experience in customer facing positions.

We are looking for an experienced Systems Administrator to join our existing Core Network and Infrastructure Team based in Guildford. Working closely with the development and support teams, responsibilities will include the day to day management and maintenance of existing infrastructure, covering development, staging and live environments across Data-centre and Cloud-based infrastructure. Eseye’s services are deployed across our multiple international Datacentres and increasingly expanding into the cloud. Part of the role is to ensure 24/7 service availability and uptime as well as optimising performance, proposing and implementing service improvements with a focus on Eseye’s AWS infrastructure.

The role requires being part of an on-call rota (1 week in 5).

The successful candidate will be a pragmatic problem solver, who has some exposure to high availability services for a variety of applications and a desire to learn new technologies. They are likely to have a very broad range of skills and be able to apply them to come up with the most appropriate solutions.

Skills:

Technical skills will include a minimum of 3 years experiencing managing / supporting mainly Linux servers within a virtualized environment (VMware), and working closely with the networking team.

Required:

• VMWare / Virtualization technologies
• Knowledge of databases (MySQL / MariaDB / Percona)
• Web servers (Apache / Nginx)
• Load balancers (ELB / Haproxy / Keepalived)
• Programming / Scripting knowledge in at least one of,  Python, PHP or Bash.
• TCP/IP and UDP Networking knowledge

Advantageous:

• Knowledge of mobile network technologies and concepts.
• Knowledge of Terraform
• Implementation and or understanding of CI / CD pipelines
• Clear written and verbal skills meeting requirements of our ISO27001 certification
• Git and Subversion knowledge
• Good working knowledge of Amazon Web Services
• Packet capture analyses with wireshark or similar.

Responsibilities:

• Supporting existing core network, providing access to numerous servers and virtual machines across multiple data centre locations
• Systems administration of Linux based server infrastructure
• Internal and external documentation of solutions
• Resolve issues escalated by support or development
• Development and improvements in service delivery and stability
• Conform to and enforce the company’s ISO27001 processes.

Our IoT Operations team is looking for a dynamic Connectivity Delivery Manager (Technical Project Manager) to oversee the relationships and operations of our existing interconnects and data centres as well as plan for our future growth.

You will be required to maintain escalation matrices, prepare and sign-off documents, establish weekly/fortnightly/monthly checkpoints and service reviews and work in tandem with Networking and Operations Team in preparing and documenting designs and solutions. You will also be responsible for expanding our connectivity management platform across the globe including managing the installation of x-connects and data centre builds.

This full time, permanent role is based in our Guildford head office (currently remote working due to Covid19). This is an exceptional opportunity to become part of a fast-paced and rapidly evolving, global IoT organisation with huge growth and many exciting projects and ventures in the pipeline. Our tight-knit community allows you to build new skills, strengthen your expertise and develop cross-industry skills as our growing business presents new opportunities for you to own and run with.

Role requirements:

• Define project delivery plans and manage through to implementation
• 3^rd party data centres, supplier selection, management and deployment
• Rollout of deployments of software and hardware across the global estate
• Ongoing Configuration and Document management
• Conduct service delivery reviews as required, including planning and executing fail over testing and capacity planning
• Own relationship with connectivity partners and service providers
• Undertake regular reviews and improvement plans relating to operations issues and lessons learned
• Responsible for collating and evaluating input from various teams within the organisation to recommend production sign-off of projects

Skill / Person Requirements:

Essential

• Knowledge of GSM/LTE cellular networks or working within a Mobile Network Operator Technical Services environment.
• Ability to manage supplier relationships and ensuring service level agreements are achieved
• Exceptional project management and organisational skills
• Ability to review work plans, roll back plans and write the RAID for presentation to the change board

Nice to have:

• Knowledge of complex IP networks including MPLS, BGP, firewalls, VPN’s, VLAN’s & IPSec
• Experience with global interconnects and carrier x-connects
• Appreciation of CI/CD pipelines, Ansible deployments / playbook implementation
• Ability to manage a deployment resulting in a rollback whilst remaining calm and focused

We are looking to recruit a QA Engineer to join our fast-growing, industry-leading technical team which is based in our Guildford head office (currently remote working due to Covid19).

This is an exceptional opportunity to become part of a fast-paced and rapidly evolving, global IoT organisation with huge growth and many exciting projects and ventures in the pipeline. Our tight-knit community allows you to build new skills, strengthen your expertise and develop cross-industry skills as our growing business presents new opportunities for you to own and run with.

Role requirements:

• Work as an Agile Scrum Team Member within geographically distributed teams.
• Contribute to multiple interrelated projects at the same time.
• Produce ST, SIT, UAT test coverage for user stories.
• Test Complex WebUIs, APIs and Databases hosted on AWS Cloud and On-premise infrastructure.
• Coordinate and collaborate with BA, Dev, Dev-Ops, Test teams effectively to deliver the story points on time.

Experience Requirement

• At least 5 years’ experience in testing modern WebUI and API applications hosted on AWS Cloud.
• Experience of working with Agile Scrum teams.
• Ability to write excellent test coverage for ST, SIT and UAT user stories.
• Previous IOT/Cloud migration project experience.
• Experience of working with Jira and/or other modern story management tools.
• Expert in MS Office 365 productivity tools.
• ISTQB Certified Foundation Level Tester – Must
• Previous API (REST/Soap) automation testing experience with SoapUI/ ReadyAPI/ Postman/REST Assured – Desirable.
• Previous WebUI automation experience with Selenium/ Cypress /any other commercial automation tools – Desirable.
• Programming knowledge in Java/Python/Groovy/Java script – Desirable
• Self-motivated, proactive individual who can work with minimal supervision.
• Excellent oral and written communication skills.
• A team player with excellent interpersonal skills.
• Can work with conflicting priorities and tight deadlines.

We are looking for a Product Manager with a good understanding of SCRUM framework and hands-on experience from cradle to grave product management life-cycle, and a good understanding of AWS architecture. The ideal candidate would be able to manage a SCRUM team and interpreting business requirements into technical requirements and implementing them with the development team accordingly.

Role requirements:

• Working in Agile projects using SCRUM framework
• Experience using JIRA for product development
• AWS and VPC architecture experience
• Good understanding of Continuous Integration pipelines and GitFlow
• Test and business-driven development
• Ability to work with international teams
• Ability to work in Eseye HQ in Guildford on a regular basis (2-3 days per week)

Skills Requirements:

• Experience with data-rich web development, for both frontend and backend
• Daily team/stakeholder management
• Business analysis experience is desirable and a bonus
• Progress reporting
• Ability to manage SCRUM teams and manage backlog grooming
• Owning User Stories for product development
• Responsible for achieving successful product release (based upon QA and Operational signoff)
• Ability to produce product internal operational documentation
• Understanding of waterfall project management and hands-on project delivery/management experience

We are looking for a senior backend developer with Python 3.6+ experience and good understanding of AWS architecture. Ideal candidate would be able to work alone as part of a SCRUM team and interpreting technical requirements and implementing them accordingly.

Experience

• Working in Agile projects using SCRUM framework
• Experience using JIRA for product development
• AWS and VPC architecture experience
• Good understanding of Continuous Integration pipelines and GitFlow
• Test and business driven development

Skills

• Great design sensibility: previously had responsibility for service design and implementation on a cloud platform specifically using AWS architecture
• Strong ability to code in Python 3.6+
• Good working knowledge of Python packaging: virtualenv, pipenv etc.
• Exposure to Python automation libraries: fabric, invoke or similar
• Exposure to Python libraries for working with cloud platform SDKs; ideally boto3 for use with AWS
• Good working experience with a number of AWS services like Lambda, API Gateway, DynamoDB, Step Functions etc.
• Command for serverless on the AWS platform or able to demonstrate how they might apply experience working on other cloud providers compared to AWS services
• Ideally have working experience of stream processing. We employ AWS Kinesis or a number of services. Having knowledge of this service is a nice to have
• Ability to express opinion on sound RESTful API design; with working experience of Python or JVM-based libraries for crafting performant and usable APIs
• Experience working with distributed systems and sound understanding of issues that can be encountered
• Strong appreciation and knowledge of implementing monitoring and profiling of distributed services
• Good understanding of AWS CloudWatch Logs and AWS X-ray is desirable
• Good working knowledge of Java8 with style towards functional expression (lambda, steam, etc.)
• Ability to produce internal operational documentation

With substantial projected growth for 2021 onwards, we require a few experienced customer support engineers capable of performing detailed analysis and providing a customer-centric interface, whilst owning reported incidents and advocating on the customers’ behalf whilst escalating.

A key part of this role is facilitating swift resolutions using well-defined processes and identifying complex problems for escalation in order to minimize and circumvent customer business outages. The role is based in our Noida office, reporting to the India Team Lead and Global Service Desk Manager based in the UK.

Key responsibilities:

• Take ownership of incidents reported from Customers at our service desk interfaces & deliver on agreed SLA’s.
• Providing a level of triage based on defined procedures and technical escalation for incidents reported from Eseye Customers through our service desk interfaces.
• Working with the service deployment and customer success teams to ensure a positive customer experience through to resolution of customer incidents.
• Responsible for escalation of incidents & managing through to colleagues in technical teams.
• Ensuring work is carried out in compliance with Information Security Management System (ISO27001).
• Responsible for maintaining an appropriate knowledge base, that documents customer requirements to drive customer experience and relations across the global team.
• Responsible for the monitoring of automated alerts and the escalation of these to appropriate systems and operations teams (including out of hours on-call teams)

Required Skills:

Essential

• Appropriate qualifications in the technical field that provides a foundation for extrapolating complex terminology into customer-friendly responses.
• Strong experience working in Technical Customer Services
• An understanding of SLA management processes and ticket systems
• Working knowledge of fundamental networking concepts.
• Experience with network packet analysis tools such as Wireshark or equivalent.
• Excellent written & verbal communication skills, with the ability to articulate complex matters.
• Strong user experience with key applications within the Microsoft Office suite especially excel.
• The ability to identify problems, escalate complex situations and most importantly, a desire to deliver a high level of customer service.

Preferred/Desirable

• Knowledge of GSM/LTE cellular networks or working within a Mobile Network Operator Technical Services environment.
• Experience in customer-facing positions such as desk-side support.

We are looking for experienced Python AWS Developers, to join our Noida Office.

Role requirements:

• Working in Agile projects using SCRUM framework
• Experience using JIRA for product development
• AWS and VPC architecture experience
• Good understanding of Continuous Integration pipelines and GitFlow
• Test and business driven development
• Ability to work with international teams

Skills Requirements:

• Great design sensibility: previously had responsibility for service design and implementation on a cloud platform specifically using AWS architecture
• Strong ability to code in Python 3.6+
• Good working knowledge of Python packaging: virtualenv, pipenv etc.
• Exposure to Python automation libraries: fabric, invoke or similar
• Exposure to Python libraries for working with cloud platform SDKs; ideally boto3 for use with AWS
• Good working experience with a number of AWS services like Lambda, API Gateway, DynamoDB, Step Functions etc.
• Command for serverless on the AWS platform or able to demonstrate how they might apply experience working on other cloud providers compared to AWS services
• Ideally have working experience of stream processing. We employ AWS Kinesis or a number of services. Having knowledge of this service is a nice to have
• Ability to express opinion on sound RESTful API design; with working experience of Python or JVM-based libraries for crafting performant and usable APIs
•  Experience working with distributed systems and sound understanding of issues that can be encountered
• Strong appreciation and knowledge of implementing monitoring and profiling of distributed services
• Good understanding of AWS CloudWatch Logs abd AWS X-ray is desirable
• Good working knowledge of Java8 with style towards functional expression (lambda, steam, etc.)
• Ability to produce internal operational documentation

We are looking for experienced QA Professionals, to join our Noida Office.

Key Responsibilities:

• Be an Agile Scrum Team Member.
• Work geographically distributed teams.
• Work on multiple interrelated projects at the same time.
• Produce ST, SIT, UAT test coverage for user stories.
• Test Complex WebUIs, APIs and Databases hosted on AWS Cloud OR On-premise infrastructure.
• Collaborate with BA, Dev, Dev-Ops, Test teams effectively to deliver the story points on time.

Required Skills and Experience:

• At least 3 years’ experience in testing modern WebUI and API applications
• Previous AWS Cloud experience – Desirable.
• Experience of working with Agile Scrum teams.
• Ability to write excellent test coverage for ST, SIT and UAT user stories.
• Previous IOT/Cloud migration project experience -Desirable
• Experience of working with Jira and/or other modern story management tools.
• Good experience in MS Office 365 productivity tools.
• ISTQB Certified Foundation Level Tester – Desirable
• Previous API (REST/Soap) automation testing experience with SoapUI/ ReadyAPI/ Postman/REST Assured.
• Previous WebUI automation experience with Selenium/ Cypress /any other commercial automation tools.
• Programming knowledge in Java/Python/Groovy/Java script – Desirable

Personality:

• Self-motivated, proactive individual who can work with minimal supervision.
• Excellent oral and written communication skills.
• A team player with excellent interpersonal skills.
• A quick learner with and out of box thinking.
• Can work with conflicting priorities and tight deadlines

We are looking for experienced QA Professionals, to join our Noida Office.

Key Responsibilities:

• Be an Agile Scrum Team Member.
• Work geographically distributed teams.
• Work on multiple interrelated projects at the same time.
• Produce ST, SIT, UAT test coverage for user stories.
• Test Complex WebUIs, APIs and Databases hosted on AWS Cloud OR On-premise infrastructure.
• Collaborate with BA, Dev, Dev-Ops, Test teams effectively to deliver the story points on time.

Required Skills and Experience:

• At least 6+ years experience in testing modern WebUI and API applications
• Previous AWS Cloud experience – Desirable.
• Experience working with Agile Scrum teams.
• Ability to write excellent test coverage for ST, SIT and UAT user stories.
• Previous IoT/Cloud migration project experience -Desirable
• Experience working with Jira and/or other modern story management tools.
• Good experience in MS Office 365 productivity tools.
• ISTQB Certified Foundation Level Tester – Desirable
• Previous API (REST/Soap) automation testing experience with SoapUI/ ReadyAPI/ Postman/REST Assured.
• Previous WebUI automation experience with Selenium/ Cypress /any other commercial automation tools.
• Programming knowledge in Java/Python/Groovy/Javascript – Desirable

Personality:

• Self-motivated, proactive individual who can work with minimal supervision.
• Excellent oral and written communication skills.
• A team player with excellent interpersonal skills.
• A quick learner with out of box thinking.
• Can work with conflicting priorities and tight deadlines

We are looking for experienced QA Professionals, to join our Noida Office.

Key Responsibilities:

• Be an Agile Scrum Team Member.
• Work geographically distributed teams.
• Work on multiple interrelated projects at the same time.
• Produce ST, SIT, UAT test coverage for user stories.
• Test Complex WebUIs, APIs and Databases hosted on AWS Cloud OR On-premise infrastructure.
• Collaborate with BA, Dev, Dev-Ops, Test teams effectively to deliver the story points on time.

Required Skills and Experience:

• At least 3 to 6 years’ experience in testing modern WebUI and API applications
• Previous AWS Cloud experience – Desirable.
• Experience working with Agile Scrum teams.
• Ability to write excellent test coverage for ST, SIT and UAT user stories.
• Previous IoT/Cloud migration project experience -Desirable
• Experience working with Jira and/or other modern story management tools.
• Good experience in MS Office 365 productivity tools.
• ISTQB Certified Foundation Level Tester – Desirable
• Previous API (REST/Soap) automation testing experience with SoapUI/ ReadyAPI/ Postman/REST Assured.
• Previous WebUI automation experience with Selenium/ Cypress /any other commercial automation tools.
• Programming knowledge in Java/Python/Groovy/Javascript – Desirable

Personality:

• Self-motivated, proactive individual who can work with minimal supervision.
• Excellent oral and written communication skills.
• A team player with excellent interpersonal skills.
• A quick learner with out of box thinking.
• Can work with conflicting priorities and tight deadlines

Providing an excellent customer experience delivered by our tech-savvy but customer and process-orientated Service Desk Team is key to our success. With substantial projected growth for 2021 onwards, we require an experienced Global Service Desk Manager to deliver, drive and grow our service desk teams across UK, India and Brazil. The role is based in our Guildford Head Office, reporting to the Chief Operating Officer and working closely with our IoT Network Operations manager.

If you are experienced working with and managing technical support teams, self-motivated, process orientated with a strong customer service ethos, then we really want to know.

Global Service Desk Activities:

• Providing an administrative interface for customer service request management
• Logging, tracking and managing all Customer incidents, service and access requests via telephone, email, web-based interfaces.
• Logging tracking and managing internal event requests.
• Providing first-line investigation and diagnosis.
• Resolving incidents and service requests.
• Escalating and managing incidents and service requests that the service desk cannot resolve and ensuring any SLA or OLA timescales are met.
• Informing customers on progress within agreed SLA or OLA timescales.
• Closing all resolved incidents or other requests.

Key responsibilities:

• To manage and develop the Global Service Desk team to ensure the availability of a functional service desk 24 x 7 x 365, in line with our ISO27001 policies and procedures.
• Provide line management to Service Desk team members, holidays, sickness, reviews and personal development or improvements.
• Manage and administer the Service Desk team bonus scheme, based on meeting the appropriate team and personal KPI targets.
• To implement and ensure that a regular system of measurement of the team members is regularly undertaken, to ensure customer satisfaction and that key KPI metrics are achieved.
• Provide both regular and ad-hoc reports to executive management, to demonstrate KPI achievement or plans thereof to improve if required.
• Management of localised rotas to cover out of business hours cover, local public holidays, 24×7 on call. These rotas can include individuals outside the Service Desk team
• Own the recruitment budget planning of the global team, as the demand of service or loss of staff dictates
• Ensure global team members are working effectively to achieve the key KPI metrics of the Service desk function
• Ensure suitable training and guidance is provided to all staff to ensure consistency in the way we respond to customers regarding incidents and requests.
• To work with IoT Network Operations manager to sure and oversee efficient escalation processes between Service Desk and Support teams.
• Oversee and encourage the continual service improvement of technical support tools and support processes.
• Act as a Global technical point of escalation from internal teams and customer management interfaces.
• Contribute to the design and development of Eseye tools and processes and improvements.
• Own Manage and administer 3^rd party vendors and processes providing services to the Service Desk unit. (eg Zendesk)
• Manage and administer the Ticket management system and Service desk phone system and other resources used to deliver the Service Desk.
• To ensure compliance with ISO27001 policies and procedures and promote a continuous service improvement attitude to all activities.
• To ensure a Customer-Centric mentality within the team, encourage ownership and improvement as a positive personality trait.

Required Skills:

• Degree level Business Management, Computer Science or equivalent.
• Excellent customer service experience in critical business situations is essential.
• 8 years + experience working in technical service desk delivery projects or technical customer services.
• Experience using and administrating Zendesk or equivalent Service Desk Management software highly desirable.
• Experience with writing and negotiating customer Service Level agreements highly desirable.
• Well versed in established IT type processes/methodologies.
• Working knowledge of GSM/LTE cellular networks is highly desirable.
• Experience working within a Mobile Network Operators Service Desk environment would be highly desirable.
• Self-motivated with a strong desire to learn new technologies.
• Excellent communication skills, written and verbal, with an ability to articulate complex matters at the right level is essential.
• Strong user experience with key applications within the Microsoft Office suite especially excel is essential.
• The ability to resolve problems, understand complex situations and most importantly, a desire to deliver a high level of customer service.
• An appreciation of IP Networks, networking concepts and technology is desirable.
• The ability to manage customers as well as internal teams, to meet contractual Service Level Agreements or agreed expectations.