Technical Operations Support Lead
4 weeks ago
Job Description Technical Operations Shift Lead - on-site (Manchester)
Our client are a monopoly in the Telecoms space and require a Technical Operations Shift Lead to lead and develop a team of TOC Analysts to deliver an optimal service.
They operate under the Smart Meter Communications Licence, which is regulated by Ofgem and are actively seeking highly skilled, determined and motivated Shift Lead Technical Operations Analysts to join their critical Operations team. The successful candidate will provide continuous monitoring of the data communications system. Following a suitable induction and training period.
This company are a monopoly that operates under the Smart Meter Communications Licence, which is regulated by Ofgem.
It is responsible for linking smart meters in homes and small businesses with energy suppliers, network operators and energy service companies. They are needed to ensure that the smart metering system as a whole works smoothly and that the enduring and full benefits of smart meters are realised.
Previous IT, Network, Application support/experience (in a TOC/NOC/Svc Desk environment) and the ability to quantify and validate observed impact is essential.
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.
You'll be the ‘go to’ for Customers and Senior Management. This role will cover a shift pattern over a 365x7x24 period to ensure departmental cover is in place at all times. Some inter-site travel and work outside of regular shifts may be required subject to business needs.
people, task & performance management.
Ability to support junior team members with training, escalations & skills development. Working closely with Senior Managers and stakeholders. Have experience in ITIL frameworks, supporting Incident, Change, Problem Management and Service Centre.
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.
Good understanding of End to End smart metering, with a willingness to continually learn.
Work with internal functions and Service Providers to continually refine DCC’s 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.
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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