Technical Manager - ARC

Technical Manager - Hybrid

We are currently working with one of our Tier 1 clients who are a market leader in their industry sector.  They are looking for an experienced Technical Manager to join them on a hybrid working basis.

Job Purpose

The Technical Manager is responsible for the technology systems that deliver 24/7/365 services for the client's Monitoring Services Business, namely the support and maintenance of the 8x8 and 3CX telephony systems and the Sentinel and Immix alarm handling platforms, amongst a wide range of other supporting signalling and communication technologies including TCP/IP, VPN, 4G and data storage technologies including SQL.

The Technical Manager manages the remote engineering team and is responsible for ensuring reactive and pro-active services requests, problems, changes and issues are dealt with within the set KPI’s, providing all stakeholders with accurate and timely reports as required. The Technical Manager will ensure all staff within the remote engineering team are supported with adequate training and development to be able to perform their duties.

This Technical Manager will also work with the business to drive best practice and efficiencies within the ARC, looking at how where technology can be used to drive efficiency in areas such as AI and automation.

The Technical Manager will work with the Customer Services, Admin and Support Teams to ensure that non routine, large data imports and ingested into systems correctly and that reporting requirements are met.

Primary Skills

• Management of the company telecom systems 8x8 and 3CX – maintaining high quality call routing plans and document
• Management of the company alarm handling systems - maintaining alarm signalling documentation
• Produce and maintain high quality Stand Operating Procedure (SOP) documentation.
• Support in post incident investigations, identifying route cause and corrective actions identifying possible equipment misconfiguration, maintenance, training issues or general failure.
• Understand Alarm Receiving Centre Standards including BS5979 Cat II, BS8484, BS8418, BS EN 50518, support accreditation compliance.
• Understand Standards including ISO27001, ISO22301 and support accreditation compliance.
• SIM Supplier Management- Utilisation, Overage, Tariffs, Contracts
• Management of SQL Data – Stored Procedures, Reporting
• Monitor / Manage / support Training of the remote Monitoring Engineer Support function to deliver excellent service.
• Ensure ARC compliance with all Monitoring Standards, Supporting with Audits Liaising with all accreditation bodies.

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. 

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

We take our obligations to protect your personal data very seriously.  Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website http://proactive.it/privacy-notice/