SDE Consultant

Roc Technologies; Thatcham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A Managed Services provider is seeking a skilled Service Delivery Engineer to ensure service performance and reliability in customer environments. The role requires deep technical knowledge and the ability to manage complex incidents while collaborating closely with both customers and internal teams. Ideal candidates should have at least 3-5 years of experience in a Managed Services environment, expertise in networking technologies, and a strong customer-facing presence. This position promises to enhance your career in IT service management.

Qualifications

• Minimum 3-5 years experience in a Managed Services environment.
• Strong expertise in networking technologies.
• Experience in managing complex incidents and changes.

Responsibilities

• Monitor and optimise customer platforms for performance.
• Act as a technical escalation point for incidents.
• Collaborate with teams for continuous service improvement.

Skills

3rd Line / Infrastructure experience

Networking technologies expertise (Juniper, Aruba, Cisco)

Experience with ITSM tools (e.g. ServiceNow)

Confident working directly with customers

Tools

Cisco (switching, routing, wireless)

Fortinet Firewalls

ESX / virtualisation technologies

Job description

Service Delivery Engineer

We’re looking for a skilled and proactive Service Delivery Engineer to join our Managed Services team. This is a senior technical role where you’ll take ownership of service performance, reliability, and continuous improvement across customer environments.

You’ll act as a key technical escalation point, working closely with customers, internal teams, and stakeholders to deliver high-quality managed services that exceed expectations. This role blends deep technical expertise with strong communication and service management skills.

What You’ll Be Doing

• Proactively monitor and optimise customer platforms to ensure performance, availability, and capacity targets are met
• Act as the final escalation point for complex incidents, providing advanced troubleshooting and resolution
• Collaborate with customers and internal teams to drive continuous service improvement
• Support onboarding and transition of new managed service customers, including setup of monitoring, connectivity, and management tools
• Review and manage network changes, ensuring compliance with logging, monitoring, and security standards
• Maintain accurate technical documentation, including diagrams and operational processes
• Work alongside Account Managers and Sales teams to scope and support new opportunities
• Provide technical leadership across problem management and complex change activities

What We’re Looking For

Essential Skills & Experience

• Strong 3rd Line / Infrastructure experience (3–5 years minimum)
• Experience in a Managed Services environment
• Expertise in networking technologies including:
  • Juniper (Mist), Aruba, or Cisco (switching, routing, wireless)
  • VLANs, DNS, DHCP, and certificate services
  • Firewalls (Fortinet, Cisco, Palo Alto, Check Point)
• ESX / virtualisation experience
• Network Access Control (Cisco ISE / Aruba ClearPass)
• Familiarity with ITSM tools (e.g. ServiceNow)
• Confident working directly with customers and senior stakeholders

Desirable

• Cisco CCNP (or equivalent)
• ITIL v4 Foundation
• Knowledge of Cyber Essentials / ISO 27001
• Experience with Infoblox DDI
• Experience managing change, problem, and major incidents
• Security clearance (BPSS or SC)