Customer Design Authority

Industry Sector : IT Infrastructure ,Cloud Technology ,Enterprise Software,Telecoms ,Other
Location : West London
Package : £42,000
Job Description :

Job Summary 

The Customer Design Authority will be allocated to a customer account when the client is in Business as Usual (BAU). The CDA will be responsible for owning the end to end detailed design of the network for the duration of the client contract with us. 

A CDA will therefore ensure that the correct approach is used for all complex changes on the client network and will offer advice and support to ensure that they are implemented correctly. 

Work will involve 

  • Lab Testing 
  • Technical Changes 
  • ACP Support and Network Refresh Projects 
  • Design Faults 
  • Customer Meetings 
  • Other Technical Support 

Duties and Responsibilities 

Design Faults 

  • The CDA will investigate faults deemed as 'design faults’ to find a resolution. This will involve troubleshooting the fault and ensuring changes get raised to rectify the fault. This may also involve in depth analysis with the client to find a resolution. 
  • Design faults will be faults that have been investigated by level 3 engineers in the NMC and found to be part of a design issue that needs investigation by the end to end low level design owner. 

Customer Meetings 

  • Upon agreement with the Team leader, there may be occasions where the CDA will be requested to attend customer workshops/meetings for in depth design discussion. 

ANP Support & Network refresh projects

  • Advise the Account TC on ANP proposals.
  • Support the project TDA with technical information for ANP projects. 

Other Technical Support

  • The CDA may be asked by the team leader to investigate or assist with other technical issues on the network if they are affecting the client RAG status. 

The CDA will offer advice for Assurance teams in the understanding of a customer network to assist them with troubleshooting and ensure that they have the correct level of technical support documentation. 

Key Performance Indicators 

  • Customer satisfaction (Green Amber Red) 
  • Successful completion of installations focussing on 'right first time’ 
  • Completion of Type TC Changes within SLA 
  • Holding Technical Reviews with customer once per Quarter 

Skills and Experience("E" denotes Essential and "D" denotes Desirable) 

  • Good communication skills. The CDA must be able to discuss their subject matter in a way that provides confidence to the customer and demonstrate strong communication skills. 
  • Confident presentation abilities. 
  • Able to work to tight deadlines and produce solid work that is both correct and to a high standard 
  • Able to demonstrate when required a sound level of understanding across a broad range of technical subjects and be able to apply this knowledge to customer’s specific requirements. 
  • Highly self-motivated and work well under pressure 
  • Able to travel within and outside of the UK when required 
  • Able to learn and adapt to new technologies. 

Technical/Functional Skills("E" denotes Essential and "D" denotes Desirable) 

  • Full end to end QOS knowledge - Classification, Congestion management and avoidance, Policing and shaping, link efficiency mechanisms etc. - E 
  • Able to gain quick understanding of the scalability for a given solution - D 
  • Able to produce effective migration strategies and win customers approval - D 
  • CCNP/CCIP Routing and Switching - OSPF, EIGRP, BGP, RIP, Redistribution, Filtering, summarization - E 
  • IPT solutions, Call manager and call manager express, Unity - D 
  • Experience with Cisco IOS features - DHCP, HSRP, IP services, IOS user interface, NAT, NTP and SNMP etc.- E 
  • WAN and LAN experience - MPLS, Frame relay, IPSEC VPN’s, RAS solutions, Ethernet - E 
  • Experience in VOICE IPT Skills - D 
  • Working knowledge of Bluecoat skills - D 
  • IPT solutions, Call manager and call manager express, Unity - D 


Degree in information technology or an engineering based university course - E

Salary: £42,500

On Target Bonus: £4,200

Special Allowance: £2,000


our vacancies View
Submit your cv Register


  • Critical Resourcing have played a major part in the significant growth of our headcount over the past 18 months. They’ve provided us with the talent and expertise we’ve needed across the business. They have taken the time to understand our requirements and therefore know the sort of candidates we are looking for which makes the recruitment process much more efficient and successful.

    Kevin Stillwell

    Customer Service Director


  • Critical Resourcing supports us with hiring for technical roles at OCSL ITO. Their understanding of our business needs and culture of the organisation means that we always receive a high calibre of technical candidates, enabling us to hire the skilled people we need for our business.

    Iain Maclean

    Business Unit Director


  • I have a great relationship with Critical Resourcing – they’re able to source and deliver excellent candidates for our business every time. They are highly efficient, a pleasure to work with and I’d recommend them to any company.

    Nicola Jakeman

    Head of Business Support

    Adept Telecom