Release and Assurance Administrator

About Claranet

Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business.

We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.

In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers. In India, we have 130 staff working for different countries.

Working for Claranet

Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean it). We offer an extensive benefits package, inclusive of a matching contribution provident fund, Gratuity, Flexible tax saving benefits, healthcare, attractive insurance benefits.

Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce.

Our Vision

Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders.

Position Summary

The Release and Assurance Admin is responsible for ensuring that upgrades and patches to Claranet products and services are properly released to Claranet customers, as well as that services provided by Claranet meet the expectations and requirements of our customers. This involves working on tasks related to the release process. The role is responsible for monitoring alerts, analysing reports and completing tasks to patch services, carry out maintenance and resolve issues relating to service health.

Role Mission

Claranet’s strategy is to build long-term, trusted relationships with its customers by delivering market-leading, integrated managed services. We are seeking an Analyst, with a customer service mindset and understanding of operational methodologies, to become a part of the Service Assurance team; working proactively to maintain service levels on behalf of Claranet customers through event management, service health and housekeeping methodologies. The role will be focusing on release and assurance processes and will contribute to efficiency and effectiveness of those.

Objectives and Key Results

• The Release and Assurance Admin is part of the Customer Support and Service Assurance function. The key objectives will be to:
• Ensure that the services provided by Claranet are of high quality and meet the needs of customers
• Collaborate with key stakeholders to ensure that all requirements and agreed service level agreements (SLAs) are met
• Conduct a release process from testing to quality assurance of products and services
• Monitor and report on release process and performance of services
• Ensure that all relevant release and performance documentation and other materials are up to date and accurate
• Support the development of plans, procedures and policies.

Essential Roles & Responsibilities

• Support the Release and Assurance Analysts with the creation and maintenance of release plans and schedules
• Support development and implementation release procedures and policies by performing administrative tasks
• Ensure that task documentation and other materials are up to date and accurate
• Conduct tasks that support the release process to identify and address any issues or risks
• Conduct tasks that support reporting on release performance metrics
• Collaborate with key stakeholders to ensure that all requirements are met
• Monitor service levels and the performance of the services, and ensure that they meet the agreed service level agreements (SLAs)
• Identify service issues or problems with the services provided, and work with other teams to resolve them.
• Analyse service data related to the performance of the services provided and identify trends and patterns that may indicate potential issues

Teams to collaborate with

Customer Experience and Managed Services