Service Delivery Engineer
Why join us?
If you are successful, we will be expecting you to follow our corporate values of Integrity, transparency and commitment. We are focused on the well-being of our employees, our company promotes communication, openness and collaborative work. Our commitments to a new, more sustainable company are certain and are reflected daily in our choices and in our actions. We are committed to equality and diversity, we value growth and innovation, knowledge and experience and we support career and professional development.
Who we are:
Kontron Transportation, a division within the Kontron Group which is one of the world's leading providers of complete communication solutions for critical networks and transport. As a leader in the Global System for Mobile Communications for Railways (GSM-R) Market, and a partner of the main rail operators in more than 25 countries, innovation and adaptation of its portfolio of solutions (4G, 5G, FRMCS, digitalization) is at the heart of its business. Kontron Transportation invests heavily in research and development and participates significantly in the development of the next generation of broadband solutions for critical networks, for example as an associate member of the European research initiative Shift2Rail.
The main subsidiaries of the Kontron Transportation Group companies are located in Belgium, France, Germany, Portugal, Spain, the Czech Republic and the United Kingdom.
Kontron Transportation is part of the Kontron Technology Group. Kontron Transportation offers a combined portfolio of hardware, middleware and secure services for the Internet of Things (IoT) and Industrial 4.0 applications. With its standard products and bespoke solutions based on highly reliable, state-of-the-art embedded technologies, Kontron provides secure and innovative applications for a variety of industries. (Defence and security, Energy, Health, Vertical Markets and Transports).
Who you are:
- Master's degree or equivalent in telecommunications, network engineering, computer science or a related technical field;
- Proven experience in technical support, service delivery, systems integration or a similar customer-facing engineering role;
- In-depth technical knowledge across several disciplines supporting telecoms solutions, including GSM-R, 4/5G (PS-LTS / FRMCS), transmission and virtualisation;
- Good understanding of railway and IT environments, incident investigation, corrective actions, deployment and validation methods;
- Excellent written and verbal English language skills.
- Right to work in the UK
In addition, you are recognized for the following qualities:
- Strong analytical and structured troubleshooting skills;
- Customer focus and commitment to service quality and continuity;
- Autonomous, proactive and results-oriented approach;
- Ability to coordinate technical activities and resources without hierarchical authority;
- Clear communication and ability to reach practical compromises with stakeholders;
- Ability to work effectively with R&D, PLM, Pre-sales, Operations, Service teams and external partners;
- Collaborative mindset in complex technical and international environments;
- Strong organisational and prioritisation skills;
- Availability to perform night-time operations and participate in a 24/7 on-call rota.
What we can accomplish together:
- Investigate, diagnose and troubleshoot reported technical faults, identify root causes and implement corrective actions to restore service as quickly as possible.
- Provide timely technical updates to customers and internal stakeholders throughout the incident lifecycle, ensuring issues are managed in line with agreed service levels (SLAs)
- Analyse incident trends, identify recurring problems and recommend preventive measures to improve service reliability and performance.
- Validate service restoration, document investigation findings and maintain accurate incident records and technical knowledge-base articles
- Support the technical planning, preparation and implementation, including new customer deployments, network expansions, equipment installations and service upgrades.
- Review technical specifications, customer requirements, network designs and implementation documentation to ensure solutions meet agreed requirements.
- Perform equipment configuration, system integration, installation, migration, upgrades and commissioning activities.
- Develop and execute implementation plans, test procedures, acceptance criteria and rollback plans to minimise service disruption and implementation risk.
- Support project handover to operational support teams, ensuring that technical documentation, configurations, known issues and support procedures are complete and up to date
- Work closely with Project Managers, Engineering, R&D, Product Lifecycle Management (PLM), Pre-Sales and external suppliers to resolve technical issues and deliver projects successfully.
- Communicate technical requirements, risks, dependencies and implementation constraints to relevant stakeholders.
- Provide technical input during project planning, design reviews, change assessments and customer meetings.
- Coordinate technical activities with customers and third-party providers to ensure effective fault resolution, system integration and project delivery.
- Monitor system performance and service stability following deployments, upgrades and incident resolution.
- Ensure that all technical activities comply with applicable engineering standards, security requirements, health and safety procedures, and company policies
- Participate in an on-call rota and provide out-of-hours technical support where required by operational and customer commitments
- Travel to customer sites and project locations as required to support fault resolution, installations, commissioning, testing and project delivery
Why join Kontron Transportation?
- Work on critical international railway communication and transportation projects;
- Contribute to the reliability and availability of advanced telecoms solutions;
- Join a dynamic and multicultural organisation;
- Career progression and ongoing development opportunities;
- Training and support for further technical certifications;
- Competitive compensation and benefits package.
- Hybrid working environment, with our office in Paddington, London, UK
- Competitive compensation and benefits package.
- Travel : Up to 20%
