Senior IT Cruise Engineer

Job Introduction

At Saga, our people are our business. Within our travel and cruise businesses we believe that if you are going to do it, do it properly. That is why we offer opportunities that match our vision, to inspire and enable possibilities.

We are looking for a Senior IT Cruise Engineer to work for our Saga Cruises part of the business based in Folkestone.

This role is primarily responsible for the delivery of Saga’s groupwide IT solutions, additionally, you will be expected to provide technical support and management of the IT requirements across all cruise systems ensuring they are managed in line with industry best practice for information security, compliance, resilience and stability that is required to deliver exceptional service to the customers of Saga cruises.

The role is expected to have a broad technical capability across all required technologies as well as proven Subject Matter Expert (SME) in at least two of the required technology areas.

Networking (specifically WiFi), monitoring, application delivery, server/storage infrastructure, relational database, end user devices including Apple IOS.

• Specific Technologies
• TCP/IP subnetting, WAN/LAN, OSI model, VLAN and routing configuration, VPN & SSL configuration
• Cisco catalyst Switching
• Checkpoint Firewalls
• VMware ESX, vSphere, networking
• Microsoft Windows Server 2016
• Microsoft SQL Server 2016
• Linux
• Apple IOS
• Backup solutions
• MXP and GetSlash applications
• Cisco VOIP technologies/ SIP/ telephony integrations

And in return, you can look forward to all of the responsibility and involvement of an integral role, providing you with a rewarding and fast paced career with an excellent benefits package including life assurance, pension, high street and online discounts, and concessions for holidays and travel.

If this sounds like a role for you then keep reading...

Role Responsibility

Technical Engineering:

• Maintain an awareness of new products and services that may have positive impact on the Saga cruise business.
• Provide technical input into the new build project, working with the relevant Saga technical team or 3rd party technical team where appropriate. Provide technical design documentation where required. Build the appropriate levels of resilience into all new solution requirements.
• Use the change approval process and tool to record and seek approval for infrastructure changes. Notify relevant Saga teams or 3rd parties about any changes being made and the potential impact upon
• them.
• Use the Saga project management tool to record progress activity, updates on issues and risks, and submit the time spent on any allocated tasks.
• Ensure that the handover of technical change information is distributed to application support teams and ships CSE.
• Collaborate and produce suitable technical and project documentation and produce/revise this documentation where appropriate.
• Periodically check for new updates to firmware, software (excluding vulnerability patches), hardware and recommended configuration for supported products and share with the CSE.
• Plan, implement and support firmware, software, hardware and configuration changes following the Saga change approval process at all times.
• Update records for all changes made to the ships I.T. infrastructure including infrastructure diagrams and system configuration.

Technical Support:

• Provide technical support for all incidents and service requests that have been escalated from the CSE or SAGA teams. Ensure that all incidents and service requests are resolved within the agreed timescales and ensure that the customer is consulted prior to closure.
• Participate in the 24x7 call out service as part of the agreed rota system.
• Make recommendations for activities that lead to the improvement of the IT service or systems provided to the cruise business.
• Ensure that known errors are accurately recorded and that the recovery procedures are thoroughly documented and shared with members of the IT team.
• Identify risks within the applications and infrastructure and make the relevant IT and cruise management aware of the technical risk and impact to the business.
• Engage and manage 3rd party and vendor support and upgrade processes.

The Ideal Candidate

Knowledge and Experience:

• Basic level of awareness of the ITIL service management processes including incident, problem and change management.

The professional skills required for this role are:

• Information Security [SCTY] – level 4
• Technical Specialism [TECH] – level 5
• Emerging Technology Monitoring [EMRG] – level 4
• Continuity Management [COPL] – level 4
• Systems Installation/Decommissioning [HSIN] – level 4
• Availability Management [AVMT] – level 4
• Configuration Management [CFMG] – level 4
• Change Management [CHMG] – level 4
• Release and Deployment [RELM] – level 4
• System Software [SYSP] – level 4
• Capacity Management [CPMG] – level 4
• IT Infrastructure [ITOP] – level 4
• Storage Management [STMG] – level 5
• Problem Management [PBMG] – level 5
• Incident Management [USUP] – level 5
• Penetration Testing [PENT] – level 4
• Application Support [ASUP] – level 4

Education and Qualifications (preferable)

• Educated to GCSE or equivalent.
• Acquired (or working towards) an industry recognised, associate level qualification (e.g. MCP, VCP, RHCSA) or equivalent.
• Experience working in an infrastructure related role within a corporate or cruise environment.

Personal Characteristics:

• Pro-active and self-motivating with strong customer focus.
• First-class communicator.
• Maintains a professional approach when working on day-to-day activities.
• Flexible approach, able to react to changing situations. Often volunteers to take part in work out of normal office hours.
• Positive attitude that supports confidence
• Self-motivated, able to manage own workload effectively.
• Maintains a professional approach when working on day-to-day activities.
• Good written & verbal skills.
• Able to work methodically under pressure.
• Good analytical skills, able to use data to determine cause of incidents, and able to act on this data to resolve incidents.
• Good customer service skills. Able to maintain a good rapport with customers, ensuring timely updates around incident diagnosis or project activities.
• Flexible approach, able to react to changing situations. Often volunteers to take part in work out of normal office hours.
• Good understanding of the Saga business, its products and customers.
• Good time management and organisation skills. Regularly manages the completion of tasks on time with some intervention from the manager.
• Positive attitude that supports confidence, respect and support from other team members.
• Able to work with other IT teams effectively.
• Able to take line management responsibility as required.

Package Description

The standard benefits when you join Saga include:

• Option to purchase a further 5 days annual leave per year
• Free private medical insurance after 1 years service
• Pension
• AXA Be Supported
• Apples Nursery (Folkestone only and on a waiting list basis)
• Free fruit 
• Give as you earn
• Free eye tests
• Honeymoon benefit
• Sharebuy
• Salary finance
• Discounts on Saga holidays and insurance products
• A range of reductions and offers from leading retailers, travel groups and entertainment companies
• Long service awards

About the Company

When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. 

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities. If you need support at any point with your application please let us know as we will be happy to help.

Learn more about the Saga business by watching our Saga plc results for the financial year 2018/2019

To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.

Saga Group