Product Support Manager

BAE Systems Applied Intelligence
11 Nov 2017
18 Nov 2017
Contract Type
Full Time
The Applied Intelligence division of BAE Systems delivers solutionswhich protect and enhance the connected world. Everything we do createsa safer future. We want to solve problems for our customers and by bringing togethergreat minds, we can work together to make the world a safer place. Role Profile A successful candidate for this role will work in AppliedIntelligence's Core Capability (Connect) area, with a focus ondelivering and supporting regulatory compliance systems to commercialand public sector customers. CC Connect provides network analysisplatforms capable of processing data on very high rate network links inreal time, which depend on highly optimised software processingcapability. The candidate will manage the support engineering activities necessaryto meet service levels based on our Databridge application andinfrastructure service, primarily on global , non-UK contracts. Thisincludes carrying out ITIL v3 Foundation service management processessuch as incident, problem and change management, facilitating technicaldesign reviews with engineering teams and delivering technical trainingto customer users. The role is responsible for ensuring the reliability, performance andavailability of services to our customers Role Duties and Responsibilities Tier3 System Support activities including incident resolution and ticket management Manage all support cases related to DataBridge, including those handled entirely by Tier2 Ensure that effective internal delivery assurance (i.e. LCM) is adhered to Collaborate with other team members, contribute to technical discussions and provide support to the Product Manager Manage weekly / bi-weekly meetings with the global regions for support case management, to monitor performance and both identify and investigate problems and potential areas for improvement Provide technical input to assess changes on Databridge system deployments When required provide technical training, guidance and assistance to less experienced support colleagues across the globe What we are looking for... Essential: Specific security clearances may be required Good written and oral communication skills in English System Support experience for high-assurance systems Qualifying experience in a customer-facing role Experience working with Telcos / CSPs Highly Desirable: Experience of/with... Experience of Linux Centos 5,6,7, Windows Server Experience of ITSM Toolsets Software development experience, including experience across the software development lifecycle. Experience of Bash, Puppet, Kickstart, Ruby On Rails, MySQL, C++ Prior experience in a network operations / network monitoring environment Experience working in a regulated domain / compliance-heavy environment Act as a primary point of contact for providing guidance and direction on support methods and procedures Maintenance of Auto test Systems Knowledge of Project Management tools and processes Experience of solution testing (Project Management, System Configuration, Testing) Joining an Out Of Hours on call rota This role is based in Guildford, Surrey. Occasional travel to UK andworldwide customer sites may also be required. Security Clearance is required for this vacancy. If you are notcurrently Security Cleared, you will need to be eligible for this andwilling to go through the process. For more guidance on NationalSecurity Vetting please click here. About BAE Systems Applied Intelligence: We help nations, governments and businesses around the world defendthemselves against cyber crime, reduce their risk in the connectedworld, comply with regulation, and transform their operations. We dothis using our unique set of solutions, systems, experience andprocesses. Our success is down to our people. The changing nature of our businessmeans that we're constantly looking for the brightest talent to help usfulfil our ambitions. As an experienced professional, we'll entrust youwith responsibility; this means that you'll have client contact, varietyand support from day one. We'll encourage and support you to develop your skills and reward youas you grow. Whatever your area of expertise, you'll be much more thanjust a job title; you'll be an integral part of the business where yourindividual contribution makes a difference every day. Great mindsdeserve great rewards, so we also offer a very competitive salary andbenefits package. Diversity and Inclusion: As a company committed to inclusion, we welcome applicants from allbackgrounds and on a full or part-time basis. Diverse perspectives andinnovative thinking are fundamental to our continued success. As aninternational organisation we strongly support flexible workingconditions to accommodate for working in different time zones, cultures,patterns and client facing environments. We encourage all our staff tothink about how they and their teams can work flexibly to get the bestbalance and results for our organisation and every individual. Division Overview: International Services and Solutions (IS&S) International Services and Solutions (IS&S) exists to satisfy theApplied Intelligence strategy to grow in the international large-scalesecurity market by leveraging government relationships anddifferentiated propositions. Our mission is to support those who defendnations, organisations and citizens from physical and cyber threats. Aswell as our traditional deep expertise in communications intelligencefor governments and telecommunications companies, we help our customerscollect, store, analyse, and extract intelligence from open sourceinformation and to fuse multiple data sources into insightfulintelligence. We also help our clients monitor cyber activity to identify new threatsand threat actors within the cyber domain, locally and nationally, andbuild secure communications infrastructure. We are the home for advancedelectronic capability within Applied Intelligence and solve our client'srequirements with a mix of advanced software and hardware solutionscombined with associated services offerings. The IS&S structure includes five regions and our Core Capabilityteams. They are supported by a number of functions, including BusinessDevelopment and Sales, Engineering, Operations and Delivery, Finance,HR, Commercial and Legal. Help us secure a connected world by being an unseen hero. Apply now andbe inspired. - provided by Dice BI, BUSINESS DEVELOPMENT, C++, CHANGE MANAGEMENT, ITIL, ITSM, LINUX, MYSQL, PROJECT MANAGEMENT, PUPPET, RUBY, RUBY ON RAILS, SERVICE MANAGEMENT, WINDOWS, WINDOWS SERVER