24/7 Incident Manager (Security Cleared)

Job Title – SC Cleared – Incident Manager (24/7 shift pattern)

Job Location – Guildford, Surrey (Moving to Reading October/November)

Job Role:

This is a key role within the 24/7 shift environment acting as the primary lead for major or significant incidents affecting the customer(s) service or network. The individual is responsible for owning, driving and managing the restoration of the service or network ensuring clear, concise and timely communication is maintained throughout the lifecycle of the event and capturing relevant information and learning as part of the post incident reporting.


  • Accountable for management of major/significant Incidents or risks which have or might affected the customers network or service ensuring that relevant actions are taken to the reduce risk/restore/stabilise the service as quickly as possible. Provide clear, concise, and timely communication to customers and internal stakeholders throughout the lifecycle of the Incident managing expectations, issues or concerns effectively.
  • Responsible for creating the initial incident report post service restoration or incident closure. Ensuring any actions, observations or learnings are captured and any immediate relevant follow up activities are requested and tracked within the relevant system/process.
  • Act as “Single Point of Contact” for key individuals/departments within the customers and internal organisation in relation to the management of the service. Owning any escalations, requests or queries ensuring appropriate action is taken to manage or resolve.
  • Accountable for ensuring continuity in the management of ongoing Incidents or events and awareness of current risks and issues which have or might gain high level of visibility or attention within the customer/internal organisation.
  • Responsible for maintaining a constant high-level awareness of key KPIs and service performance when on shift, working with the offshore teams to ensure that key changes are understood and relevant actions in place to address/correct.
  • Creating or updating process documentation to reflect changes in handling of customer escalations or queries, were necessary highlighting significant gaps or changes to the RTO Manager.
  • Actively contributing to development and improvement of the service across all aspects of the delivery (Ways of working, management of work stack, customer interface and management, 3PP engagement, performance of delivery units, automation etc)
  • Maintain and drive a self-managed competence baseline, identifying development and learning requirements in line with the customer network/service evolution and its strategy. Sharing knowledge and experience openly with the formal and virtual team members.
  • Cover the role of the recovery lead when requested which includes key security cleared responsibilities


  • Will require security clearance to SC level
  • Good level understanding of the customers network and services
  • Experience working within a customer lead environment with ability to manage customer expectations and build/maintain key relationships.
  • Proven ability to manage/lead service/network recovery within a complex support and service environment
  • Ability to use database/spreadsheet applications to manipulate data and reports to support ongoing analysis and present conclusions
  • Good understanding of ITIL incident, problem, change practices
  • Proven level of experience in Operation & Maintenance, implementation, integration, operations, support, or testing environment

Civils Supervisor

Job Title – Civils Supervisor

Job Location – Margate/Ramsgate

Job Role:

  • To supervise and line manage the civils/cabling/splicing gangs to ensure control and management of the 3rd party civils/cabling sub-contractors, on-site;
  • To meet OHS, construction, build quality, productivity and efficiency targets;
  • To manage any welfare requirements of the civils/cabling/splicing gangs;
  • To liaise with local authorities and residents as appropriate to ensure compliance with local requirements prior to and during any construction;
  • To ensure that the correct liaison with local authorities and residents has taken place and any local requirements are adhered to.
  • To attend any meetings as required, on-site or at the local authorities’ premises;
  • To provide technical expertise and be the single point of contact/escalation on all aspects of fibre build and construction; this includes all civils (including re-in statement), cabling and splicing/testing activities, plus production/completion of associated (as-built) documentation within agreed timescales;
  • To manage and track the build/construction team deliverables, ensuring compliance with OHS, contract obligations, and achievement of SLAs and KPIs;
  • To deliver the agreed monthly site audit documentation and implement any corrective action/continuous improvement plans;
  • To provide regular progress updates of individual jobs to the fibre services teams as required;
  • To be an on-call supervisor (scheduled as part of the agreed rota) to manage any fibre network maintenance call outs to satisfactory resolution. This includes providing regular reports and customer updates.
  • To Liaise with the ASP and agree a programme of work to meet customer deadlines


  • Detailed experience of UK fixed and cable operator network build guidelines and ways of working, including GPON, FTTX and HFC networks;
  • An in-depth knowledge of The New Roads and Street Works Act, 1991 (NRSWA), and its ancillary legislation and the various Codes of Practice;
  • Accreditation to NRWSA Supervisor level; Have a first aid qualification and ideally trained to Site Supervisor Safety Training Scheme (SSSTS) level;
  • An in-depth knowledge of HSG47 “Avoiding danger from underground services”, together with all OHS requirements and applicable laws;
  • Good network within the UK fibre services industry – both suppliers and customers;
  • Excellent understanding of fibre network architectures and network topologies;
  • 5+ years of network build experience in the UK fibre services industry or civils industry;
  • Strong knowledge of available passive components applicable to FTTx networks and FTTx deployment technologies;
  • Extensive experience with civil engineering and telecoms deployment, including Detailed Design and As-Built Engineering;
  • Extensive experience conducting quality control of fibre engineering build/construction;
  • Experience of managing OSP civils operatives and cabling/splicing engineers;
  • Solid understanding of OSP network build key drivers affecting cost in OSP network roll outs;
  • Analytical and demonstrates ability to solve build/construction and/or operations related problems;
  • Profound understanding of customer challenges within fibre network domain;
  • Ability to work as part of an on-call rota, including night work as part of a 24×7 SLA;
  • Ability to gain confidence with the customer;
  • Demonstrates active listening skills with customers and internal teams;
  • Actively builds and maintains a wide contact network with customers, suppliers, Local Authorities/Councils, competitors and Ericsson colleagues;
  • Good knowledge of network build from exchange/head end to customer premises;
  • Good knowledge of CDM Regulations and up-to-date working knowledge of related legislation;
  • Good knowledge of private wayleave and customer consents;
  • Knowledge of the catalogue of HAUC & NJUG published advice notes;
  • Knowledge of the various trench excavation methods, including but not limited to: manual digging, top-cutting, mechanical trenching, narrow trenching, mole-ploughing, directional-drilling;
  • Good knowledge of backfill & reinstatement materials & their associated HAUC approval status.
  • Good knowledge of the traffic management Code Of Practice
  • Good knowledge of TMA and permitting/noticing legislation

Wintel Engineer

Wintel Engineer


Location: Winchester, Hampshire, SO21 2QA

Comvergent Recruitment are seeking an experienced Wintel Specialist for a major telecommunications client based in Winchester.
The Wintel Specialist will support infrastructure and platforms ranging from BAU, break/fix, service improvements and project implementation including design input and potentially working with 3rd party suppliers and contractors to ensure that specifications and standards meet. The requirement will mainly be around Microsoft Server patching as well as the usual list of requirements below.
Wintel Specialist skills and experience needed;

  • Windows Server/Desktop OS Expert(MCP or MCSA/MCSE)
  • VMware Horizon & experience in VDI infrastructures
  • VMware vSphere (5,5.5, 6.0)
  • VMware Horizon View (5,6,7)
  • AD management(any experience with RBAC would be a bonus)
  • Group Policy
  • Experience working on CSI compliance and remediating issues.
  • EMC networker Client
  • Windows Cluster experience(File and Database)
  • Centrify

Linux / Unix Specialist – RHEL

Linux / Unix Specialist – RHEL
Based: Winchester, Hampshire
£475 per day

Comvergent Recruitment are seeking a Red Hat Enterprise Linux Engineer to join up with a Smart Metering BAU team in Winchester to cover incidents, work orders and small projects.
Linux / Unix Specialist – RHEL would be responsible for;

  • 2nd / 3rd line support of Red Hat Server estate and services
  • Respond to faults and service outages and complete corrective maintenance
  • Support on going patch management of Linux/Unix infrastructure
  • To represent IT as a subject matter expert for Linux/Unix related technologies

Background from Linux / Unix Specialist – RHEL;

  • Red Hat Certified Engineer (RHCE)
  • Have SC clearance or eligible for clearance
  • Posix operating systems (Redhat Linux 5/6/7, AIX4/5/6)
  • Linux/Unix servers (IBM pSeries, IBM iSeries)
  • Redhat Satellite v5/6/7
  • Linux automation tools (Puppet/Ansible/Chef) in order of preference
  • VMware vSphere (All Versions) and virtual machine principals
  • Excellent scripting/automation exposure