Technical Operations Lead

7 days ago

Manchester, United Kingdom Smart DCC Full time

Permanent Role - Network Operations Centre Shift Lead Manchester (Hybrid working)
Competitive Salary plus benefits

Smart DCC is actively seeking highly skilled, determined and motivated Shift Lead Technical Operations Analysts to join this critical Operations team. The successful candidates will provide continuous monitoring of the DCC total system. Following a suitable induction and training period, youll be accountable to manage, lead and develop a team of Technical Operations Centre Analysts to deliver an optimal service.

A thirst for proactive continuous improvement is critical and working closely with stakeholders to improve monitoring is a key requirement, therefore problem-solving skills are essential.

Previous IT, Network, Application support/experience (in a Technical Operations Centre/Network Operations Centre/Service Desk environment) and the ability to quantify and validate observed impact is essential.
Network Operations Shift Lead will be the go to when DCCs Customers and Senior Management. With awareness of the DCCs commercial position within industry to protect and maintain Smart DCCs reputation.

Ability to support junior team members with training, escalations & skills development. Have experience in ITIL frameworks, supporting Incident, Change, Problem Management and Service Centre.
Good understanding of End-to-End smart metering, with a willingness to continually learn.
Work with internal functions and Service Providers to continually refine DCCs monitoring capability in terms of pro-activity, diagnostic accuracy and responsiveness. Preferable experience in some R, SQL, Elastic, AWS, Data Analytics/Analysis/Omniscope tools & coding.
Promptly communicates and escalates to the ITIL functions any issues & incidents which require their attention.
Act as the first point of escalation for incidents and requests from wider DCC business.
This role will cover a hybrid shift pattern over a 365x7x24 period to ensure departmental cover is always in place. Some inter-site travel and work outside of regular shifts may be required subject to business needs.

Have current valid Security Clearance or be willing to be Security cleared.
people, task & performance management.
Must be a well-organised and a diligent planner & documenter, able to assemble & maintain both existing and new processes, work instructions and Smart Metering issues.
Ability to onboard a thorough understanding of end-to-end Smart Meter infrastructure, messaging syntax and Operational Performance Regime (SLAs and KPIs)

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