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Customer Design Authority

Customer Design Authority

LOCATION: HEATHROW LONDON
DEPARTMENT: OPERATIONS
SUB FUNCTION: SOLUTION ENGINEERING
POSTED: 21 DECEMBER 2016

 Job Summary 

The Customer Design Authority will be allocated to a customer account when the client is in Business as Usual (BAU).  The CDA will be responsible for owning the end to end detailed design of the network for the duration of the client contract with Global Cloud Xchange.

A CDA will therefore ensure that the correct approach is used for all complex changes on the client network and will offer advice and support to ensure that they are implemented correctly.

Work will involve

  • Lab Testing
  • Technical Changes
  • ACP Support and Network Refresh Projects
  • Design Faults
  • Customer Meetings
  • Other Technical Support

Duties and Responsibilities

Lab Testing

  • The CDA will be required to carry out lab testing to support Type TC changes and testing of new design concepts for the client networks that they support.

Type TC Change Involvement

  • The CDA will support the Account TC with technical detail of type TC proposal.  This will be in an advisory capacity.
  • The CDA will be responsible for approval of the Type TC change proposed.
  • Update detailed design documentation if required.
  • Advise the Implementing engineer on best approach for implementation of the change.
  • Ensure that the change engineer is aware of all technical documentation requiring updating as a result of the change.
  • For complex changes, the CDA may be required to implement the change.

ANP Support & Network refresh projects

  • Advise the Account TC on ANP proposals.
  • Support the project TDA with technical information for ANP projects.

Design Faults

  • The CDA will investigate faults deemed as ‘design faults’ to find a resolution.  This will involve troubleshooting the fault and ensuring changes get raised to rectify the fault.  This may also involve in depth analysis with the client to find a resolution.
  • Design faults will be faults that have been investigated by level 3 engineers in the NMC and found to be part of a design issue that needs investigation by the end to end low level design owner.

Customer meetings

  • Upon agreement with the Team leader, there may be occasions where the CDA will be requested to attend customer workshops/meetings for in depth design discussion.

Other Technical support

  • The CDA may be asked by the team leader to investigate or assist with other technical issues on the network if they are affecting the client RAG status.

The CDA will offer advice for Assurance teams in the understanding of a customer network to assist them with troubleshooting and ensure that they have the correct level of technical support documentation.

Key Performance Indicators

  • Customer satisfaction (Green Amber Red)
  • Successful completion of installations focussing on ‘right first time’
  • Completion of Type TC Changes within SLA
  • Holding Technical Reviews with customer once per Quarter

Skills and Experience

  • Good communication skills.  The CDA must be able to discuss their subject matter in a way that provides confidence to the customer and demonstrate strong communication skills.
  • Confident presentation abilities.
  • Able to work to tight deadlines and produce solid work that is both correct and to a high standard
  • Able to demonstrate when required a sound level of understanding across a broad range of technical subjects and be able to apply this knowledge to customer’s specific requirements.
  • Highly self-motivated and work well under pressure
  • Able to travel within and outside of the UK when required
  • Able to learn and adapt to new technologies.
  • Able to work well in a team environment but also on an individual basis to ensure tasks/actions are completed.
  • Able to take initiative and also able to take direction from Team leader.

Additional Requirements (“E” denotes Essential and “D” denotes Desirable)

  • D = Good understanding of GCX processes

Contact with others:

Internal:

Technical Consultants, Technical Design Authority, Service Managers, Service Delivery and Assurance Teams, Operations Management, Global IT Support Teams, Integrated Solutions Team.

External:

Clients, Carriers, 3rd Party Suppliers

Technical/Functional Skills (“E” denotes Essential and “D” denotes Desirable)

  • E =  Full end to end QOS knowledge – Classification, Congestion management and avoidance, Policing and shaping, link efficiency mechanisms etc.
  • D = Able to gain quick understanding of the scalability for a given solution
  • D = Able to produce effective migration strategies and win customers approval
  • E =  CCNP/CCIP Routing and Switching – OSPF, EIGRP, BGP, RIP, Redistribution, Filtering, summarization
  • D = IPT solutions, Call manager and call manager express, Unity
  • E = Experience with Cisco IOS features – DHCP, HSRP, IP services, IOS user interface, NAT, NTP and SNMP etc.
  • E = WAN and LAN experience – MPLS, Frame relay, IPSEC VPN’s, RAS solutions, Ethernet, VLAN’s  etc.
  • D = European Language Capability
  • D = Experience in VOICE IPT Skills
  • D = Working knowledge of Bluecoat skills
  • D = IPT solutions, Call manager and call manager express, Unity

Education

  •  E = Degree in information technology or an engineering based university course

Contact: careers@globalcloudxchange.com

Job Type: Full-time

Employment Type: Permanent