CPS Engineer

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Job Title: CPS Platform Engineer

Reports to: CPS Manager

Location: Solihull

Hours of work: 8am to 6pm (7.5hr day)

Purpose of the role

The CPS Engineer is a technical SME and is responsible for delivering proactive Managed Services in line with the contractual obligations outlined in the Wavenet Specific Conditions (SCs) e.g., performance measures, compliance reporting, service protection, capacity and lifecycle management for Private and Public Cloud infrastructure ensuring that all services are running optimally and securely for our customers.

The role will ensure that customers cloud services are running optimally and securely, taking responsibility for 3rd/4th line incident and operational problem ownership across customer platforms ensuring delivery to the highest standards.

There is also an element of project delivery. Either helping out the project delivery teams with customer focused projects or leading internal projects that drives Wavenet and technical platforms forward.

What you will be doing

• Proactively monitor multiple IT estates
• Maintain solutions using continuous deployments
• Work closely with customers and become a trusted advisor
• Deliver continuous improvements for customers in hybrid, private cloud, public cloud & IT environments
• Become an extension of the customers IT team and deliver high levels of expertise
• Work across operations boundaries and onboard professional services solutions
• Deliver specialist skills to the service desk teams and be a trusted advisor and problem owner.
• Implement DR and backup strategies and solutions
• Support analysts on escalated Incidents – owning problems
• Provide technical input in meetings when required
• Taking part in the on-call rota where applicable
• Share skills and knowledge through training and mentoring of colleagues
• Ability to communicate and present technical concepts to customers and/or senior management using architectural techniques.
• Occasional travel to data centres where applicable
• Laise and co-operate with third party vendors to resolve issues and implement solutions

What does success look like in this role?

• Deliver Managed Services compliance commitments in line with budgets and contracts.
• Deliver to and improve against SLA/OLA targets where applicable.
• Have an excellent understanding of our products and services and what value Wavenet provides to our customers.
• Delivering excellent customer satisfaction, as evidenced through positive user feedback, survey results and strong working relationships with site stakeholders.
• Demonstrating strong adherence to all account processes, procedures and compliance requirements.
• Effectively prioritising and proactively managing high-priority or business-critical issues to minimise user impact and prevent escalations.
• Planning and organising daily activities efficiently to maximise productivity and ensure coverage across multiple environments.
• Resolving issues at the earliest opportunity, including appropriate use of remote support to improve efficiency while balancing the need for onsite presence.
• Proactively identifying and addressing security risks or vulnerabilities, ensuring all devices are patched, compliant and appropriately secured through SIEM and EDR.
• Contributing to continuous improvement by sharing knowledge, supporting team development and enhancing service quality across the team
• Building strong relationships with managers, colleagues and clients, positively influencing service delivery and supporting overall account objectives.

Skills & experience you will need to excel.

• Demonstrable experience (typically 3+ years) working in managed services.
• Strong technical knowledge of various hypervisors (VMWare , Hyper-V, Proxmox, HPE VME) being able to investigate, diagnose and resolve technical issues as fast as possible
• Excellent working knowledge of Microsoft technologies, including Windows server (all variants), Active directory, SQL, Networking fundamentals (TCP/IP, DNS etc)
• Strong experience with Microsoft Azure cloud platform and Azure local technologies
• Strong automation and CLI skills (Powershell, Ansible etc)
• Proven ability to work within SLA-driven environments, effectively prioritising workloads and managing competing demands.
• Experience of SAN technologies (3Par, Dell unity, HP MSA etc)
• Experience of networking and switching both physical and virtual appliance (Cisco ASAv, Fortigate, Juniper)
• Strong experience of DR technologies (Zerto)
• Strong knowledge of and excellent infrastructure documentation skills
• Ability to work both independently and collaboratively as part of a wider team, including acting as a focal point for onsite activities when required.
• Demonstrated problem-solving skills, with the ability to make sound, timely decisions under pressure.
• Strong organisational skills, with attention to detail and the ability to manage multiple tasks simultaneously.
• A proactive and “can-do” attitude, with the initiative to identify and resolve issues and contribute to service improvements.
• Experience in knowledge sharing, mentoring or supporting the development of other engineers.
• Understanding of ITIL-based processes and working within structured service environments.
• Full, clean driving licence and willingness to travel occasionally across multiple sites.

Other qualifications

• SC clearance eligible is a requirement
• ITIL V3/4 Foundation (desirable)
• Customer service/experience accreditation or certification (desirable)

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
• Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.

Ready to join the UK’s largest managed service provider? 

Apply today or contact our friendly Talent Acquisition Team for more information.