Tsse Security Lead Practitioner
il y a 1 semaine
**Role Purpose**
The role holder will be part of the pre sales organization and is able to influence internally and externally and possesses the highest level of technical expertise in their field being called upon throughout the organization for advice and guidance. The role holder also delivers high complexity work packages as part of customer implementation projects, may design and deliver technical training and produce quality knowledge sharing articles internally and externally. Furthermore the role holder will be responsible to design, cost and defend the solution to c level at customers.
**Key Accountabilities**
- Technical Capability. Defines the support criteria for infrastructure design, guiding support teams, using top-level technical expertise in order to resolve complex problems and deliver service improvements. Alerts and influences management in respect of the availability of new technology and changes to existing methodologies that impact on the way the organization delivers services.
- Process. Defines, drives and improves technically related processes. Influences problem escalation in critical situations to resolve customer issues.
- Service Level. Identifies improvements for SLA, owning escalated internal and external issues to meet service level requirements. Technically leads implementation of changes. Monitors performance through statistical reporting and analysis.
- Project Work. Leads technical implementation of large infrastructures and technical designs including producing cost and timescale estimates and identifying risks. On larger projects works within a technical framework of the Project to meet customer requirements.
- Customer Relations. Establishes multiple relationships with senior level customers and a range of managers across the organization to act as a respected technical interface both internally and externally in order to deliver and enhance the service.
- Problem Solving. Takes ownership and provides consultancy level expertise to resolve major technical problems, involving other specialists and third parties where necessary. Proactively analyzes information and trends, proposing action to resolve problems, maintain and enhance service.
- Team Working: Takes a technical lead, promoting knowledge sharing and development of other team members both inside and outside of the group. Stands in for the team leader as necessary. May have responsibility for team development and assisting with objective setting, appraisals, personal development plans and regular progress meetings with allocated team members.
- Business Awareness: Provides technical and commercial expertise in conceiving and articulating changes to service methodologies and technologies to improve and grow the business. Understands the requirements of the customer’s business, the scope of the contract and knows how issues impact the delivery of service.
- Professional Development: Takes the lead with new concepts or technologies, is aware of where the industry is going technically to influence the development of others.
**Key Performance Indicators**
- Recognized as the definitive expert within their field.
- Feedback from customer/project manager/Customer Solution Architect. Service Delivery Management/Service Lines/Third Parties at a management level.
- Proven track record working with product authority and external vendor support teams at a senior level.
- Proven track record of solution designs, service enhancements and problem resolutions.
- Evidence of sharing and re-use of knowledge.
- Improvement/ enhancements to service delivery processes.
- Successful definition, implementation and conformance to processes both internally and externally.
- Meets and improves service level requirements.
- Response and resolution of escalated issues.
- Problem ownership demonstrated.
- Collaboration with external organizations.
- Meets project deadlines and costs within own scope of responsibility.
- Successful track record of leading small to medium projects.
- Complex technical issues managed and resolved.
- Successful track record of directing across functional technical teams and third parties.
- Contribution to service improvements.
- New business generated, secured and successfully implemented.
- Contribution to product forums and working parties.
- Future skills requirement defined.
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