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  • Cambridge, Cambridgeshire
  • £48,000 - £67,800 per annum
    • Permanent
  • 10 Mar 2020

Infrastructure Team Lead

Location:  Cambridge, GB

Category:  IT

Contract: Full-time, Permanent

Salary: £48,000 - £67,800

We are currently looking for an experienced Infrastructure Team Leader to lead a team of high performing engineers in the support, provision and management of Cambridge Assessment’s Public Cloud, virtualisation, storage, backup and VDI infrastructure.

What you will be doing:

  • Leading a dynamic and highly experienced team of infrastructure engineers including line management, day-to-day guidance, goal setting, career progression and support
  • Developing a team road map for the continued improvement of services provided
  • Managing the support provision of virtualisation, storage and backup technologies
  • Acting as a Technical Lead for Public Cloud (AWS and Azure), providing advice and guidance to other IT teams in the evaluation and selection of Public Cloud solutions and governance and management of the Public Cloud accounts
  • Monitoring Public Cloud monthly spend and identifying opportunities for cost optimisation
  • Developing policies, procedures and standards for the team’s technologies
  • Providing expert advice to Senior Management on technical capabilities of infrastructure technologies
  • Handling escalations from customers and senior management with urgency, openness and clarity
  • Providing technical support by resolving incidents, problems and service requests.
  • Participating in and leading projects to implement new technologies 
  • Gaining experience in the latest on-premises and public cloud technologies in a large scale environment

What we’re looking for:

  • Proven technical team lead experience
  • Primary skillset in Public Cloud and on-premise infrastructure technologies
  • Ability to organise team deliverables, manage stakeholder expectation and motivate the team to achieve the goals.
  • Confident communicator in business and technical environments.
  • Comfortable challenging assumptions and finding creative solutions to problems.
  • Awareness and experience of networking, Windows and Linux would desirable.

Business Technology Services continually seeks to deliver customer-focused services that meet the demands of the business and their customers. We take an 'always on' approach to make our services available to users at all times.

Who we are 

Cambridge Assessment is Europe's largest assessment group, incorporating three major awarding bodies. It plays a leading role in researching, developing and delivering assessment to eight million candidates in 170 countries every year. The Group is a department of the University of Cambridge and a not-for-profit organisation. This is an excellent opportunity to join a market leader and be rewarded with valuable learning opportunities, a competitive salary and benefits.

Benefits:

In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:

  • Generous contributory pension
  • 28 days annual leave, plus bank holidays
  • Annual salary review and discretionary company bonus 
  • Enhanced maternity/paternity pay and childcare voucher scheme
  • Employee discount and cash back scheme at 1,200 retailers
  • Cycle scheme
  • Subsidised canteens

We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone’s contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 31/03/2020 and interviews will be held throughout the period the advert is live.

If you’re successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.

CAMBRIDGE ASSESSMENT IS AN EQUAL OPPORTUNITIES EMPLOYER

Click 'Apply' below for further information and to download an application pack. 

  • Cambridge, Cambridgeshire
  • £48,000 - £67,800 per annum
    • Permanent
  • 10 Mar 2020

Infrastructure Team Lead

Location:  Cambridge, GB

Category:  IT

Contract: Full-time, Permanent

Salary: £48,000 - £67,800

We are currently looking for an experienced Infrastructure Team Leader to lead a team of high performing engineers in the support, provision and management of Cambridge Assessment’s Public Cloud, virtualisation, storage, backup and VDI infrastructure.

What you will be doing:

  • Leading a dynamic and highly experienced team of infrastructure engineers including line management, day-to-day guidance, goal setting, career progression and support
  • Developing a team road map for the continued improvement of services provided
  • Managing the support provision of virtualisation, storage and backup technologies
  • Acting as a Technical Lead for Public Cloud (AWS and Azure), providing advice and guidance to other IT teams in the evaluation and selection of Public Cloud solutions and governance and management of the Public Cloud accounts
  • Monitoring Public Cloud monthly spend and identifying opportunities for cost optimisation
  • Developing policies, procedures and standards for the team’s technologies
  • Providing expert advice to Senior Management on technical capabilities of infrastructure technologies
  • Handling escalations from customers and senior management with urgency, openness and clarity
  • Providing technical support by resolving incidents, problems and service requests.
  • Participating in and leading projects to implement new technologies 
  • Gaining experience in the latest on-premises and public cloud technologies in a large scale environment

What we’re looking for:

  • Proven technical team lead experience
  • Primary skillset in Public Cloud and on-premise infrastructure technologies
  • Ability to organise team deliverables, manage stakeholder expectation and motivate the team to achieve the goals.
  • Confident communicator in business and technical environments.
  • Comfortable challenging assumptions and finding creative solutions to problems.
  • Awareness and experience of networking, Windows and Linux would desirable.

Business Technology Services continually seeks to deliver customer-focused services that meet the demands of the business and their customers. We take an 'always on' approach to make our services available to users at all times.

Who we are 

Cambridge Assessment is Europe's largest assessment group, incorporating three major awarding bodies. It plays a leading role in researching, developing and delivering assessment to eight million candidates in 170 countries every year. The Group is a department of the University of Cambridge and a not-for-profit organisation. This is an excellent opportunity to join a market leader and be rewarded with valuable learning opportunities, a competitive salary and benefits.

Benefits:

In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:

  • Generous contributory pension
  • 28 days annual leave, plus bank holidays
  • Annual salary review and discretionary company bonus 
  • Enhanced maternity/paternity pay and childcare voucher scheme
  • Employee discount and cash back scheme at 1,200 retailers
  • Cycle scheme
  • Subsidised canteens

We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone’s contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 31/03/2020 and interviews will be held throughout the period the advert is live.

If you’re successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.

CAMBRIDGE ASSESSMENT IS AN EQUAL OPPORTUNITIES EMPLOYER

Click 'Apply' below for further information and to download an application pack. 

  • Exeter, Devon
  • £29,498 - £31,289 per annum
    • Permanent
  • 10 Mar 2020

ICT Operations Officer

Salary: £29,498 - £31,289 per annum (salary negotiable for an exceptional candidate)
Hours: 37 hours per week / Full time
Contract Type: Permanent
Location: Exeter

An exciting opportunity has arisen to join our customer focused, successful and professional ICT Team to provide a proactive and highly efficient ICT service. The role will require you to co-ordinate the ICT Operations team to support the college’s ICT infrastructure and systems.

Reporting to the ICT Manager, you will oversee the day to day management of the ICT operations function, and maintain the college’s core ICT infrastructure & systems, in accordance with service level agreements.

The ideal candidate will have recent experience of both Windows & Linux operating systems, managing VMWare and experience of Office 365 including Exchange, OneDrive, and Azure.

You will also have a good level of knowledge and understanding of a wide range of ICT technologies, including; voice and data LAN and WAN infrastructure, firewalls, backups, scripting, databases & web services. In addition, a current Microsoft, Linux or equivalent profession certification is essential for this role.

The successful candidate must have the ability to work under pressure to meet tight deadlines, have excellent communications skills, a calm, confident, positive and supportive manner, and the ability to priorities and organise workloads.

The role also attracts the following excellent benefits
• 28 days per annum holiday plus bank holidays (pro rata if part time)
• Christmas closure, in addition to annual holiday entitlement
• Cycle to work scheme which allows you to buy a new bike but spread the cost of it throughout the year
• Staff discounts including IT software, taxi fares, gym membership
• Staff development
• On site gym, H2B spa and @34 Restaurant
• Employee Assistance Programme

To apply for this post please visit our website

The closing date for receipt of completed applications is Sunday 29th March 2020 at midnight.

Successful applicants will be required to undertake an enhanced disclosure by the DBS.

We do not accept CVs; no agencies please.

Exeter College is committed to promoting equality of opportunity and access for all, irrespective of age, background, race, gender, religion, ability, disability or sexuality. We welcome applications for employment from the whole community.

  • Exeter, Devon
  • £29,498 - £31,289 per annum
    • Permanent
  • 10 Mar 2020

ICT Operations Officer

Salary: £29,498 - £31,289 per annum (salary negotiable for an exceptional candidate)
Hours: 37 hours per week / Full time
Contract Type: Permanent
Location: Exeter

An exciting opportunity has arisen to join our customer focused, successful and professional ICT Team to provide a proactive and highly efficient ICT service. The role will require you to co-ordinate the ICT Operations team to support the college’s ICT infrastructure and systems.

Reporting to the ICT Manager, you will oversee the day to day management of the ICT operations function, and maintain the college’s core ICT infrastructure & systems, in accordance with service level agreements.

The ideal candidate will have recent experience of both Windows & Linux operating systems, managing VMWare and experience of Office 365 including Exchange, OneDrive, and Azure.

You will also have a good level of knowledge and understanding of a wide range of ICT technologies, including; voice and data LAN and WAN infrastructure, firewalls, backups, scripting, databases & web services. In addition, a current Microsoft, Linux or equivalent profession certification is essential for this role.

The successful candidate must have the ability to work under pressure to meet tight deadlines, have excellent communications skills, a calm, confident, positive and supportive manner, and the ability to priorities and organise workloads.

The role also attracts the following excellent benefits
• 28 days per annum holiday plus bank holidays (pro rata if part time)
• Christmas closure, in addition to annual holiday entitlement
• Cycle to work scheme which allows you to buy a new bike but spread the cost of it throughout the year
• Staff discounts including IT software, taxi fares, gym membership
• Staff development
• On site gym, H2B spa and @34 Restaurant
• Employee Assistance Programme

To apply for this post please visit our website

The closing date for receipt of completed applications is Sunday 29th March 2020 at midnight.

Successful applicants will be required to undertake an enhanced disclosure by the DBS.

We do not accept CVs; no agencies please.

Exeter College is committed to promoting equality of opportunity and access for all, irrespective of age, background, race, gender, religion, ability, disability or sexuality. We welcome applications for employment from the whole community.

  • London, UK
  • 10 Mar 2020

Job description

Do you fret over consistency versus availability guarantees? Do you love making complex systems easy to use, resilient, and scalable? That’s what we do! You might have heard of one of our open source projects like PaasTA, rel="nofollow">software looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.

Our engineers continuously deploy hundreds of microservices responsible for running our application to thousands of machines across our cloud-based infrastructure.

Where You Come In:

  • Design, build, and deploy systems that run 24/7 at ever increasing scale
  • Develop tools and automate processes to find answers to challenging questions and reveal the unknown
  • Write code and documentation, participate in code reviews, and mentor other engineers
  • Support the infrastructure and software your team develops
  • Participate in a light on-call rotation, handing off to US-based teams during the night time; no getting woken up in the middle of the night by a 3am page!

What it Takes to Succeed:

  • Strong knowledge of systems and application design with an understanding of operational and reliability trade-offs
  • Experience operating web-scale deployments of distributed systems, e.g., Kafka, Flink, Cassandra, Kubernetes, and Elasticsearch
  • Solid foundation in data structures, algorithms, and complexity analysis
  • A hunger for tracking down root causes—no matter how deep it takes you—and fixing them in systematic ways
  • Strong understanding of operating systems, file systems, and networking
  • Experience using and operating Linux is ideal
  • Fluency in Python, Java, Scala, or a similar language—familiarity with more than one is a plus
  • Understanding of configuration management tools (e.g., Puppet, Chef, Ansible) and monitoring (e.g., Nagios, Sensu, Prometheus)
  • Exposure to cloud computing services like AWS, Azure, etc.
  • Experience working with and contributing to open source projects
  • Excellent written and interpersonal communication skills and willingness to uphold Yelp’s deeply held values

What You'll Get:

  • Full responsibility for projects from day one, an awesome team, and a dynamic work environment
  • Competitive salary with equity in the company, a pension scheme, and an optional employee stock purchase program
  • 25 days paid holiday initially, rising to 29 with service
  • Private health insurance, including dental and vision
  • Flexible working hours and meeting-free Thursdays
  • Regular 3-day Hackathons and weekly learning groups, always with interesting topics
  • Opportunities to participate in events and conferences throughout Europe and the US
  • Public transportation season ticket loan and £50 per month toward any exercise of your choice
  • Monthly personal development allowance
  • Central location, a fully stocked kitchen, adjustable sitting/standing desks, quarterly offsites, locally roasted coffee, happy hours, and more! 

(1) https://engineeringblog.yelp.com/2016/06/monitoring-cassandra-at-scale.html (2) https://www.youtube.com/watch?v=PYK07y1ogVc

  • London, UK
  • 10 Mar 2020

Job description

Do you fret over consistency versus availability guarantees? Do you love making complex systems easy to use, resilient, and scalable? That’s what we do! You might have heard of one of our open source projects like PaasTA, rel="nofollow">software looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.

Our engineers continuously deploy hundreds of microservices responsible for running our application to thousands of machines across our cloud-based infrastructure.

Where You Come In:

  • Design, build, and deploy systems that run 24/7 at ever increasing scale
  • Develop tools and automate processes to find answers to challenging questions and reveal the unknown
  • Write code and documentation, participate in code reviews, and mentor other engineers
  • Support the infrastructure and software your team develops
  • Participate in a light on-call rotation, handing off to US-based teams during the night time; no getting woken up in the middle of the night by a 3am page!

What it Takes to Succeed:

  • Strong knowledge of systems and application design with an understanding of operational and reliability trade-offs
  • Experience operating web-scale deployments of distributed systems, e.g., Kafka, Flink, Cassandra, Kubernetes, and Elasticsearch
  • Solid foundation in data structures, algorithms, and complexity analysis
  • A hunger for tracking down root causes—no matter how deep it takes you—and fixing them in systematic ways
  • Strong understanding of operating systems, file systems, and networking
  • Experience using and operating Linux is ideal
  • Fluency in Python, Java, Scala, or a similar language—familiarity with more than one is a plus
  • Understanding of configuration management tools (e.g., Puppet, Chef, Ansible) and monitoring (e.g., Nagios, Sensu, Prometheus)
  • Exposure to cloud computing services like AWS, Azure, etc.
  • Experience working with and contributing to open source projects
  • Excellent written and interpersonal communication skills and willingness to uphold Yelp’s deeply held values

What You'll Get:

  • Full responsibility for projects from day one, an awesome team, and a dynamic work environment
  • Competitive salary with equity in the company, a pension scheme, and an optional employee stock purchase program
  • 25 days paid holiday initially, rising to 29 with service
  • Private health insurance, including dental and vision
  • Flexible working hours and meeting-free Thursdays
  • Regular 3-day Hackathons and weekly learning groups, always with interesting topics
  • Opportunities to participate in events and conferences throughout Europe and the US
  • Public transportation season ticket loan and £50 per month toward any exercise of your choice
  • Monthly personal development allowance
  • Central location, a fully stocked kitchen, adjustable sitting/standing desks, quarterly offsites, locally roasted coffee, happy hours, and more! 

(1) https://engineeringblog.yelp.com/2016/06/monitoring-cassandra-at-scale.html (2) https://www.youtube.com/watch?v=PYK07y1ogVc

  • Lancashire
  • Competitive
    • Permanent
  • 10 Mar 2020

The role

Are you a creative problem solver passionate about new technology and making stuff work? Do you want to work with a diverse team making a real impact for our retailers? We are always on the lookout for great PHP developers and we definitely want to hear from you.

We are a technical agency who work solely with Magento Enterprise. If you are a Magento developer, fantastic! If you have not worked with Magento before, don't worry, we will train you up. If you have experience with OOP, MVC and database design such as MySQL, Oracle or EAV, let's chat.

Day-to-day you will

  • Write good quality code to written technical specifications.
  • Work with our project and testing team to find the best technical solution for our clients.
  • Investigate, analyse, document and correct reported bugs.
  • Build complex and challenging web applications.
  • Create, document and implement unit tests and scripts.
  • Create and maintain technical documentation using defined technical templates.

Who do we look for?

The team has a broad range of abilities and experience. We don't believe that one-size-fits-all but here are a few things we typically look for in our Devs:

  • Commercial experience with PHP and PHP-based frameworks (eg. Zend, CodeIgniter, Expression Engine).
  • Ability to produce clean, well-documented, efficient, and standards-compliant code.
  • Technical experience working with: MySQL; Linux; PHPUnit; Basic HTML; XML; Git/SVN (including feature branching, deploying, merging).

And here are some things we love to see but are not essential:

  • Experience with E-commerce development (preferably Magento).
  • Systems administration background.
  • Experience of the full software development life cycle.
  • Contribution to creating an open source project.
  • Technical experience with: Basic CSS; Javascript; p erformance optimisation (especially SQL); Composer; d developing custom Magento extensions; Magento performance improvements.

The good stuff

Our office is based in Blackfriars House, a few minutes' walk from Deansgate and right in the heart of the hustle and bustle of Manchester City Centre. Our large, open plan premises boasts a dining room, games area with a pool table and several creative break out areas to get those ideas flowing!

The perks

  • Competitive salary
  • 32 days' holiday (inc. of public holidays) plus an extra day's holiday for every year you work with us
  • Flexible working
  • Regular appraisals and personal development plans
  • Aviva Pension scheme
  • Childcare vouchers
  • Employee discount scheme
  • Bike to work scheme
  • GBP150 contribution for eye tests and glasses/contact lenses
  • Social events
  • Lancashire
  • Competitive
    • Permanent
  • 10 Mar 2020

The role

Are you a creative problem solver passionate about new technology and making stuff work? Do you want to work with a diverse team making a real impact for our retailers? We are always on the lookout for great PHP developers and we definitely want to hear from you.

We are a technical agency who work solely with Magento Enterprise. If you are a Magento developer, fantastic! If you have not worked with Magento before, don't worry, we will train you up. If you have experience with OOP, MVC and database design such as MySQL, Oracle or EAV, let's chat.

Day-to-day you will

  • Write good quality code to written technical specifications.
  • Work with our project and testing team to find the best technical solution for our clients.
  • Investigate, analyse, document and correct reported bugs.
  • Build complex and challenging web applications.
  • Create, document and implement unit tests and scripts.
  • Create and maintain technical documentation using defined technical templates.

Who do we look for?

The team has a broad range of abilities and experience. We don't believe that one-size-fits-all but here are a few things we typically look for in our Devs:

  • Commercial experience with PHP and PHP-based frameworks (eg. Zend, CodeIgniter, Expression Engine).
  • Ability to produce clean, well-documented, efficient, and standards-compliant code.
  • Technical experience working with: MySQL; Linux; PHPUnit; Basic HTML; XML; Git/SVN (including feature branching, deploying, merging).

And here are some things we love to see but are not essential:

  • Experience with E-commerce development (preferably Magento).
  • Systems administration background.
  • Experience of the full software development life cycle.
  • Contribution to creating an open source project.
  • Technical experience with: Basic CSS; Javascript; p erformance optimisation (especially SQL); Composer; d developing custom Magento extensions; Magento performance improvements.

The good stuff

Our office is based in Blackfriars House, a few minutes' walk from Deansgate and right in the heart of the hustle and bustle of Manchester City Centre. Our large, open plan premises boasts a dining room, games area with a pool table and several creative break out areas to get those ideas flowing!

The perks

  • Competitive salary
  • 32 days' holiday (inc. of public holidays) plus an extra day's holiday for every year you work with us
  • Flexible working
  • Regular appraisals and personal development plans
  • Aviva Pension scheme
  • Childcare vouchers
  • Employee discount scheme
  • Bike to work scheme
  • GBP150 contribution for eye tests and glasses/contact lenses
  • Social events
  • London
  • 65000.00 - 75000.00 GBP Annual + Bonus
    • Permanent
  • 10 Mar 2020

To be considered, please ensure you complete your application on the Computappoint website.

Company:

My client, a well-known Financial Services organisation, is seeking an EUC Desktop Architect with strong experience in Active Directory, either coming from an architectural/engineering background, to join them in the City of London on a permanent basis. This is an exciting time to join as the organisation is currently undergoing a transformation.

Role:

One of the key deliverables is the creation of new global Active Directory domains, use of cloud directory services and introduction of Identity Access Management. You will be managing and supporting the infrastructure at 3 rd level, as well providing an engaging and effective digital work environment across my client's estate.

The following are essential:

  • Minimum of 2 years' experience acting as the Technical Lead
  • Minimum of 5 years' experience working as an Engineer/Architect in a similar capacity
  • Knowledge of mobility solutions to provide a seamless user experience across the desktop, laptop, tablets to smartphones
  • Strong technical knowledge and practical experience in the following:
    • Active Directory (domain consolidation/migration)
    • SCCM
    • Azure Cloud
    • Windows OS for Desktop & Server eg. Windows 10
  • Experience in low level designs (LLD)/high level designs (HLD)
  • Passionate about everything automation with strong PowerShell capabilities
  • Awareness of other technologies eg. Databases, Storage, Network, UNIX/Linux etc.
  • Ability to work in a fast-paced environment and cope under pressure
  • Excellent communication skills and the ability to collaborate effectively with both technical and non-technical teams

The following are desirable:

  • IAM experience
  • Exchange Online
  • Citrix XenApp/XenDesktop
  • VMware

Working Hours:

The standard working hours are 9am - 6pm

Salary: GBP65,000 - GBP75,000 + Bonus + Benefits

If you believe you have the right skill-set and attributes for this role, then please apply today! - To be considered, please ensure you complete your application on the Computappoint website.

Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy.

Skills: EUC End User Computing Digital Workplace Digital Workspace Applications Enterprise Mobility Engineer Architecture Architect ITIL Infrastructure Library Service Level Agreements SLAs

  • London
  • 65000.00 - 75000.00 GBP Annual + Bonus
    • Permanent
  • 10 Mar 2020

To be considered, please ensure you complete your application on the Computappoint website.

Company:

My client, a well-known Financial Services organisation, is seeking an EUC Desktop Architect with strong experience in Active Directory, either coming from an architectural/engineering background, to join them in the City of London on a permanent basis. This is an exciting time to join as the organisation is currently undergoing a transformation.

Role:

One of the key deliverables is the creation of new global Active Directory domains, use of cloud directory services and introduction of Identity Access Management. You will be managing and supporting the infrastructure at 3 rd level, as well providing an engaging and effective digital work environment across my client's estate.

The following are essential:

  • Minimum of 2 years' experience acting as the Technical Lead
  • Minimum of 5 years' experience working as an Engineer/Architect in a similar capacity
  • Knowledge of mobility solutions to provide a seamless user experience across the desktop, laptop, tablets to smartphones
  • Strong technical knowledge and practical experience in the following:
    • Active Directory (domain consolidation/migration)
    • SCCM
    • Azure Cloud
    • Windows OS for Desktop & Server eg. Windows 10
  • Experience in low level designs (LLD)/high level designs (HLD)
  • Passionate about everything automation with strong PowerShell capabilities
  • Awareness of other technologies eg. Databases, Storage, Network, UNIX/Linux etc.
  • Ability to work in a fast-paced environment and cope under pressure
  • Excellent communication skills and the ability to collaborate effectively with both technical and non-technical teams

The following are desirable:

  • IAM experience
  • Exchange Online
  • Citrix XenApp/XenDesktop
  • VMware

Working Hours:

The standard working hours are 9am - 6pm

Salary: GBP65,000 - GBP75,000 + Bonus + Benefits

If you believe you have the right skill-set and attributes for this role, then please apply today! - To be considered, please ensure you complete your application on the Computappoint website.

Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy.

Skills: EUC End User Computing Digital Workplace Digital Workspace Applications Enterprise Mobility Engineer Architecture Architect ITIL Infrastructure Library Service Level Agreements SLAs