A Cease Engineer plays a crucial role in facilitating the smooth transition of IT services, systems, and resources when a client is ending an IT service agreement. This position ensures that cease & offboarding processes comply with agreements, security protocols, and industry best practices while minimizing service disruptions. This role will focus on the identification, improvement and resolution of gaps in the ceasing process to ensure that ceases are completed correctly and all associated costs removed. The role act as a technical cease escalation point for technical queries and investigation of issues.
Cease & Offboarding
- Follow the documented connectivity cease processes to ensure that all ceases are completed on time, internal costs removed and customer billing stopped, with no ceases in error.
- Act as the primary point of contact during the cease process, collaborating with clients and internal teams.
- Manage and complete cease requests using Service Now, ensuring that tickets are managed in a timely manner, ticket notes added and customers are updated on their cease request.
- Validate customer termination dates and early termination fees to protect revenue and reduce churn costs.
- Raise tickets with internal teams to complete cease actions where required.
- Support customer connectivity offboarding projects.
Cease Process Improvements
- Maintain in-depth cease connectivity processes for the team to follow, ensuring that ceases are performed correctly to remove all associated costs.
- Support the training of connectivity cease processes for Cease team members to ensure that processes are performed to the same consistent high standards. Ensure the team are aware of any changes in process.
- Raise and follow-up on internal and vendor escalations where support is needed to resolve a cease issue
- Identify and raise ServiceNow enhancements and bugs to improve the raising and management of ceases
- Collaborate with stakeholders to assess and document the impact of ceasing specific technologies on operations and services e.g. SMPF, WLR, PSTN
- Work with the Software Development Team to identify issues that are impacting the automation of ceases and suggest improvements to reduce manual processes and remove all costs quickly.
Documentation
- Maintain detailed documentation of the connectivity cease processes.
- Ensure that connectivity cease processes are up to date and regularly reviewed.
Support & Continuous
- Work closely with account managers, service desk teams, and project managers to provide updates on cease activities where required.
Expected Skills
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Working under pressure, especially when a critical issue has occurred.
- Previous experience with client network cancellation (Circuits, Routers, Lines, Firewalls, Broadband etc.
- Managing your own workload.
- Working for a Managed Service Provider (MSP)
- Experience with the use of an ITSM toolset (ideally ServiceNow)
- Excellent communication and customer service skills to work effectively with clients.
- Strong organizational skills and attention to detail.
- Problem-solving mindset with the ability to handle high-pressure situations whilst maintaining attention to detail.
- Team-oriented with the ability to collaborate across multiple departments.
- Awareness IT systems such as servers, networks connectivity, cloud platforms (e.g., AWS, Azure, O365), and Software licensing.
- Knowledge of ITIL processes and frameworks.
- Understanding of cybersecurity principles and data protection regulations.
- Competitive salary based on experience.
- Opportunity to work with a leading UK ISP in a dynamic international team.
- Training and development provided.
- Career progression opportunities within the provisioning and service activation functions.