Service Assurance Engineer

Service Assurance Engineer (24/7)

We are looking for a Service Assurance Engineer (24/7) to support continuous monitoring, incident resolution, and operational assurance of critical live services in a 24/7 environment. The role focuses on ensuring service stability, performance, and resilience across complex infrastructure and cloud-based systems. You will act as a key coordination point during incidents and contribute to continuous service improvement.

Responsibilities

• Monitor live services using event management and alerting tools to identify incidents and performance degradation.

• Manage the full L1 and L2 incident lifecycle, including logging, categorisation, prioritisation, and resolution within ITSM systems.

• Coordinate incident response activities, escalating to L3 teams and suppliers when required, and supporting major incident processes.

• Execute standard changes and operational tasks such as maintenance activities, service restarts, and planned updates.

• Provide clear and timely communication to customers during incidents, ensuring accurate updates and documentation.

• Ensure adherence to operational governance, SLA tracking, documentation standards, and continuous improvement practices.

Requirements

• Experience in a Service Assurance, NOC, SOC, or IT Operations environment.

• Proven experience handling and resolving L1 and L2 incidents.

• Strong knowledge of ITIL processes including Incident, Problem, and Change Management.

• Experience using ITSM platforms and monitoring tools.

• Ability to work effectively in a 24/7 shift-based operational environment.

• Excellent written and spoken English communication skills.

• Valuable: experience in managed service provider environments, cloud, network, infrastructure, or security operations, and Major Incident Management; ITIL certification.

Benefits

• Salary range: Open salary.

• Hybrid working model. 

• Tailored benefits package including healthcare, insurance and pension scheme.

• Discounted gym access.

• Stable and collaborative technical environment.

If you believe you are the ideal candidate for the Service Assurance Engineer (24/7)  role, do not hesitate to apply to the offer with your LinkedIn profile or uploading your CV.

We will contact you very soon!

Truthfully, your People Partner