All Gatwick based with mostly potential for 50/50 WFH and office based. Some more some less.
ECSC Software Support Specialist (Level 1 £TBA)
Support Specialists are primarily responsible for supporting the product family, associated third-party products and the people who benefit from their use.
The key activities of the role are supporting customers, business units and distributors with their product issues. Product support requests will be submitted to the support team via phone, email or customer portal. It is vital that all product issues are reviewed in a professional and timely manner with the clinical impact of the issue being identified as quickly as possible to determine the case priority.
The individual is expected to be first and foremost a good communicator with excellent interpersonal skills and dedication to our customers.
Level 1 support specialists are expected to have the appropriate passion and drive to develop their knowledge to enable them to progress to the next level of support specialist.
Relevant Knowledge, skills and competencies
Knowledge of PC/Network Computing (preferred).
Experience in medical imaging, linear accelerators and/or clinical use of radiotherapy products (desirable)
A European language in addition to English, mother tongue level (German or French)
Experience in a support environment (desired)
Excellent verbal and written communication skills
Ability to effectively interact with customers and colleagues
Ability to work in a team environment
Flexible and accommodating approach
Ability and desire to promote the companies professional image
Can demonstrate outstanding customer care skills
Responsibilities -
Primary resource for answering phone calls from customers, business units and distributors seeking product support
Troubleshoot product issues in a live clinical environment
Prioritize activities to ensure clinical system down problems receive immediate attention
Document all support activities in line with the company policies and procedures
Resolve and/or escalate cases as required. (spend no more than 30 minutes on an issue before requesting assistance from level 2 or level 3 support specialists)
Attend internal and external training as required. Demonstrate knowledge and skills obtained from training. Identifying any necessary training requirements and escalating these to management as needed.
Visit customer sites (accompanied) to investigate and resolve product issues
Prioritize and manage cases in an efficient and professional manner
Communicate with customers to understand the problem, localize the origin, and troubleshoot efficiently to bring about swift resolution
Clearly explain to the customer what steps are necessary to diagnose and resolve the problem so that they are fully aware of the implications and timescales involved
Escalating and seeking advice and assistance as required in order to ensure all issues are managed to a satisfactory resolution in the fastest possible time
Ensuring that all interested parties are aware of ongoing or escalating issues, progress being made and any plans that have been put in place
Ensuring that the customer is fully aware of the implications of any work being undertaken before that work commences.
Documenting and having that work accepted by the customer before leaving site or closing the case.
Be flexible to travel at short notice
IoT Product Specialist - £30 – 50k + benefits (flexible working available upon experience)
Reports to - VP, Head Service innovation & Digitalisation, Global Services
Description
IoT Product Specialist is responsible for representing the service user base throughout project lifecycle and handover into normative support of any given product/release to ensure the best outcomes for the Services organization/customers and in line with the business objectives.
They will work closely with relevant Engineering and IT projects to ensure the capabilities of IoT solutions are consistent across products and liaise with stakeholders in Business Lines to ensure both product and product knowledge are considered throughout the lifecycle. The role assumes responsibility for all common outputs.
This role requires an aptitude and ability to grasp complex product knowledge (precision engineering medical device MRI scanners etc) and be able to blend with existing IT support skills to forge a pivotal role in the team. There will be development opportunities to become involved in exciting innovative projects within a leading technical team as part of this global organisation.
Responsibilities
Liaise with Regional support organisations (Care Support Centres/Field Engineers) to provide high level technical assistance to end users for escalations and defect investigations.
Liaise with Remote Command Centre (and data consumers) to ensure end to end use cases are understood and considered throughout development lifecycle.
To act as Support Leader on assigned projects and represent the needs of Service stakeholders coordinating across Business Line Service representatives.
To consult stakeholders in the capture and definition of service product and process improvements and describe these as requirements.
To provide and manage plans, schedules and perform responsibilities of a Support Leader as defined in company product creation process.
To specify, installation, service, documentation, spare parts and training requirements for company IoT solution and to ensure that the product meets them.
To oversee & coordinate final service product validation.
To plan and install service pilot projects.
To provide technical resolution to assigned CFRs/CLM Cases.
Participates in required SCRUM ceremonies and reviews.
Verify and validate Technical Documentation as required.
Create and review Field Change Orders (FCOs) for field modifications.
Writing and validating Knowledge Base articles.
Oversee shared/common IoT aspects:
Global Access Server network and remote access infrastructure
IoT platform configuration
Representing needs of end users reducing product specific deviations to use cases
Communication
Assists in the facilitation of team and customer meetings.
Delivers informative, well-organized presentations/communications to multiple levels of the organisation.
Understands how to communicate difficult/sensitive information tactfully.
Technical Understanding
Possesses understanding in the areas of system design, SaaS and IoT.
Understands how legacy and web-based systems interface with each other.
Problem Solving
Identifies critical issues with ease.
Exhibits confidence and an extensive knowledge of emerging industry practices when solving business problems.
Relevant Knowledge, skills and competencies
Required - Experience working in Services domains
Desired: - IoT, Salesforce/Servicemax, Web based system experience
Knowledge and experience
University degree at Bachelor level or higher in Computer Sciences, Business Administration or similar
Experience with both systems development and systems implementation projects
Experience as a Liaison between IT and Business professionals
Demonstrated knowledge of stakeholder management throughout business change activities associated with major technology implementations.
Leadership
Generates enthusiasm among team members.
Proactively seeks opportunities to serve in leadership roles.
Challenges others to develop as leaders while serving as a role model.
Manages the process of innovative change.
Takes responsibility to ensure activities are executed to completion.
Teamwork
Facilitates effective team interaction.
Acknowledges and appreciates each team member's contributions.
Customer Management
Develops relationships with stakeholders.
Communicates effectively with customers to identify needs and evaluate alternative business solutions with project management.
Continually seeks opportunities to increase customer satisfaction and deepen customer relationships.
Manages expectations effectively.
Principal Systems/Software Architect – Medical Devices £70k
Help patients get life-saving treatment, as a Systems and Software Architect joining a talented team of engineers developing medical device control systems software for world leading Radiation Therapy Treatment systems.
Our client based in Gatwick near to Gatwick airport, is expanding their team working on the control systems software for cutting-edge Linear Accelerators. They encourage designing and developing great solutions, getting hands on to diagnose issues and liaising across the engineering group. A talented team doing a great thing. Technologies includes C/++, RTOS, C#/.NET on an embedded platform. Architecture, design and code quality is key in this safety critical product.
Mandatory skills/experience:
Software Architecting and Design
Design for testability
C/C++
Embedded real time systems
Control systems
Safety critical systems
Windows based development
CI/CD
C#/.NET
Object oriented software design.
Experience in an Agile and Scrum environment for Software Development
Effective problem solving and systems thinking.
Strong understanding of software engineering disciplines, practices, and techniques
Strong leadership, organisation and interpersonal skills and experience.
Relevant Degree or equivalent experience in Computer Science or Electronics
Fluent in English with strong communications skills
Advantageous skills/experience:
Enterprise Architect, SysML, UML
Azure DevOps
Knowledge of medical technology and the regulatory framework.
Service or micro-service based architectures and technologies (Docker, Kubernetes)
VmWare
REST Apis, gRPC
The role includes an excellent benefits package and development opportunities. Based in a purpose built modern and spacious UK office with good transport links via rail, bus, and car.
Apply today, to join a great group of people, where your creativity is encouraged.
It is a two-phase interview process consisting of an initial 30-minute call followed by a face to face (or video call).
Scrum Master - £56k
The position involves applying Agile Engineering practices, maintaining an environment where the development scrum team can be effective, supporting the relationship with the Product Owner and other teams across the organisation.
Technologies include C/C++, C#/.Net, SQL, Real Time Applications on an embedded platform. Design quality is key in this safety critical solution.
Mandatory skills:
Significant hands-on Scrum Master experience
Agile experience in Scrum, Lean, Kanban, XP Practices and/or SAFe
Ability to communicate effectively with colleagues at all levels
Ability to work with technical teams
Ability to build and maintain strong collaborative relationships
Ability to enact change quickly
Strong leadership and conflict resolution skills
Experience in hardware or complex systems engineering strongly preferred
Bachelor’s degree in related discipline
Fluent in English with clear communication skills.
Advantageous skills:
Experience with CA Agile Central (Rally) or JIRA and SharePoint desired
Knowledge and understanding of software engineering disciplines, practices, and techniques.
SAFe SASM, RTE or other advanced certification preferred
Previous experience of Medical Devices (or other regulated/safety critical areas)
The role includes an excellent benefits package and is based in Gatwick near to Gatwick airport, in our purpose built modern and spacious UK office with good transport links via rail, bus, and car
Senior IT Manager
My client is a leading Global Medical Tech company. They require an experienced senior IT manager with a strong technology and security background with experience in Cloud, virtualization/application hosting, system management and networking.
This manager will be responsible for the support and managed service components pursuant to the global IT infrastructure standards, asset lifecycle, capacity planning, security, and business continuity/disaster recovery as well as reporting up to IT leadership on business measurements of operational metrics. A strategic understanding and practical experience of system migrations and implementation of Microsoft Azure will be required.
At inception of the role, particular focus will be required to lead the global networking/security group, secure cloud operations and with the establishment of a new DevOps environment. As the role evolves in subsequent phases, there will be flexible opportunities to take on more diverse technical responsibilities or managerial roles, pursuant the needs of the global technology team.
This hands-on individual will take a position in the infrastructure management team and will need to liaise with colleagues in US, Europe, and Asia on the deployment of global orientated Infrastructure architecture and applications. Liaise with business stakeholders in service, engineering, and peers in IT over operational management and the continuous improvement and expansion of existing services. This leader will be able to manage a team to deploy and maintain high-availability, fault-tolerant private, public and hybrid cloud systems technology stacks and will enable these to most efficient and effective deployments.
Responsibilities:
Manage, Deploy, and Support Microsoft Azure based technology systems meeting stringent performance and availability requirements in alignment with approved architectural frameworks.
Delivery of Global WAN/(w)LAN/SD-WAN Networking and associated security related technologies, operations, and project delivery
Conduct research and analysis on technology solutions, develop proposals for implementation, identify opportunities for improvement
Ensuring compliance to relevant security-, operational- and governance frameworks globally, through close collaboration with relevant business partners in QRA, Legal and IT Governance.
Provide high-level technical operations and serve as escalation point for operational technical issues and provide supervision to prevent, detect, identify, and resolve incidents. Either direct or our service providers.
Report on IT Operational KPIs such as: availability, performance, provisioning, utilization, project status, auditing, and capacity planning for system and personnel resourcing.
Implement and maintain System Management Tools to provide monitoring (insight) and management of all infrastructure.
Display management and leadership qualities for the rollout of best-practices, and policies & procedures. Adherence to applicable regulations for Medical Devices and Governance controls.
Maintain, audit, and harden Security policies and procedures.
Conduct System Outage Analysis to prevent the reoccurrence of incidents
Responsible for the production environments through monitoring, performance, security, reliability, availability, capacity, latency, and other non-functional aspects.
Drive output from our service providers.
Co-ordinate responses to major incidents, including root cause analysis and post incident reporting.
Relevant knowledge, skills and experience:
BS or MS in Computer Science, or equivalent experience.
10 years' experience with specific knowledge of networking technologies, security, virtualization, and cloud technologies (Azure certifications preferred).
Strong experience (including recent practical hands-on) with networking (WAN, SD-WAN, LAN), security, virtualization, and data centre technologies (Microsoft, Cisco, VMware, Citrix, etc), and data centre architecture. Relevant certifications preferred.
Strong experience in (remote) people management of technologists.
Strong experience in managing applications in load balanced environments.
Drive to become trusted technical advisor in new relevant technologies
Experience in scripting languages such as PowerShell preferred.
Proven experienced in project management and ITIL (incident-, change-, request- management)
Excellent English written and verbal communication skills, with the ability to effectively communicate.
A self-starter with good analytical and problem-solving skills
Able to work to deadlines in a sometimes intense and fast-paced environment.
Candidate Profile should be:
Experience in Powershell and Azure
Able to commute to Gatwick 2/3 days a week
Experience in Global team / organisation
Experience in highly regulated Industry such as Healthcare
Managerial experience of operational teams
Strong Infrastructure / networking experience platforms such as Cisco ISE, Prime, NAC
ITIL and DevOps experience / certification
Senior Software Development Engineer in Test - £58k
Software Development Engineer in Test needed for a multinational Medical Device organisation based in Gatwick. The successful applicant will have an in-depth knowledge of full stack development using Java, .NET and #C and previous experience in both verification using manual and automation methods.
The position involves a mix of manual and automated testing, towards increasing automation under a micro service-based architecture environment. The role requires getting hands on to diagnose, design and develop great solutions, becoming part of a great team doing a great thing.
The role includes an excellent benefits package and is based in Gatwick near to Gatwick airport, in our purpose built modern and spacious UK office with good transport links via rail, bus, and car.
Required experience
Degree in an engineering discipline or equivalent experience.
Several years' working as a Verification Engineer, Software Developer in Test, or Test Automation Engineer, developing test automation scripts and frameworks using at least one standard programming or scripting language.
Effective problem-solving skills and critical thinking
Striving mindset for holistic understanding of the problem at hand, and takes pragmatic approach in design decisions
Willingness to challenge assumptions, view problems as opportunities for growth and improvement
OO design principles, data structures and database concepts
Full stack development using Java, .NET platform (C#, .NET Core)
Front end: JavaScript, WPF, Angular, CSS, HTML
Relational database: SQL
Experience of CI/CD
Understanding and experience of Agile.
Structured and professional approach to engineering
Knowledge and understanding of software engineering disciplines, practices, and techniques.
Understanding and experience of the overall SDLC for application development
Advantageous Skills
SAFe methodologies.
Previous experience of Medical Devices (or other regulated/safety critical areas)
Image processing knowledge / experience and understanding of DICOM standard
Back end: Microservices, REST APIs, SQL, Rabbit MQ
Docker, Kubernetes
VMware
Azure DevOps
Domain Driven Design practices
Asynchronous programming and event driven systems using Message queues
Cloud Engineer - £65K
As a part of the Global IT Architecture team, this role requires a strong cloud Virtualization/Application Hosting, Systems Management, Scripting & Automation around Infrastructure as Code, and Operations background.
The successful candidate will be operating existing and new IaaS, Paas, SaaS, and BPaaS components pursuant to measurement, performance, charge-back, show-back, financial analysis, capacity planning, security, and business continuity/disaster recovery. Leveraging our virtualization strategy through cutting-edge technologies and industry best practices.
You will share responsibility for shaping and implementing the design and architecture of my client's platform. You will be expected to resolve and address technical discussions across the enterprise, ensuring that stakeholders are engaged, and appropriate solutions are defined and implemented. Strong and committed focus on security, governance, and cost control solutions quality.
Required knowledge and skills:
BS or MS in Computer Science or equivalent experience.
3+ years recent hands-on experience with Microsoft AZURE automation using JSON and Microsoft Powershell, DevOps (VSTS), and DSC
3+ years recent hands-on experience with virtualization technologies including: HyperV, XenApp/Desktop, VMware.
3+ years strong recent experience in managing or consulting of enterprise application infrastructure such as Citrix Xenapp and Microsoft AD & SQL. (Datacenter experience is preferred).
An in depth understanding of Public/Private/Hybrid Cloud solutions and experienced in integrating public cloud into traditional hosting/delivery models with a specific focus on Azure (Azure Solutions Architect Expert certification is a plus)
Strong experience with VMware technologies such as Virtual Center Operations, Automation, VMware VRA ,and Cloud tools.
In depth knowledge of Microsoft Azure Cloud, Azure DevOps, M365
Expertise on Active Directory and AAD
Azure Storage and File-shares
Experience in network and security architecture.
Hands on knowledge of security frameworks such as ISO 27001, NIST.
Hands on knowledge on SDLC and ITIL
Azure Backup, Netapp and other backup tools
Infrastructure as Code with ARM/BICEP and Terraform
Infrastructure and Systems patching and automation on Azure (managing technical hygiene)
Azure Monitor, KQL, workbooks, runbooks and alerts configuration
Working knowledge of Sentinel and SIEM concepts; operations infrastructure auditing
High commitment and the demonstrated ability to drive to positive outcomes
Excellent English written and verbal communication skills
Strong understanding of and drive to accomplish stakeholder satisfaction/value through project delivery
Excellent project management, organization, and team collaboration skills
Responsibilities:
Support projects and maintain hybrid Cloud operations with Azure and my client's Data centres tech stack
Continuously improve the System/Azure/ Azure DevOps infrastructure.
Provide operational support for Azure related tickets raised through IT-Assist
Support Azure for Internal IT Globally (e.g. BI team, GBS, etc.)
Develop automation, IaC (Infrastructure as Code) using Terraform/ARM/BICEP.
Maintain hygiene and operational maintenance of Azure Cloud Tenants and Azure DevOps
Promote internal demos and workshops to assist teams on Cloud initiatives.
Be a trusted technical authority and capable technical advisor on distributed product architecture, system reliability, security issues within a distributed system and other general architectural concerns.
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