Technical Operations Team Lead

6 days ago


Manchester, United Kingdom Smart DCC Full time

Permanent Role - Network Operations Centre Shift Lead

Manchester (Hybrid working)

Competitive Salary plus benefits (£45,000 - £65,000 per annum)

ROLE

We are seeking highly skilled and motivated Shift Lead Technical Operations Analysts to join our critical Operations team. As a Shift Lead, you will be responsible for the continuous monitoring of our total system and managing a team of Technical Operations Centre Analysts to deliver an optimal service.

You will work closely with other Smart DCC Operations functions, Service Providers, and Customers to ensure that our systems and platforms are working optimally with limited downtime for our customers. A thirst for proactive continuous improvement is critical, and problem-solving skills are essential.

A demonstrable ability to assimilate complex technical and process detail is required, as well as previous experience in IT, Network, or Application support in a Technical Operations Centre/Network Operations Centre/Service Desk environment.

The successful candidate will be the go-to person when dealing with DCC's Customers and Senior Management, requiring strong stakeholder management skills and awareness of the DCC's commercial position within industry to protect and maintain Smart DCC's reputation.

Responsibilities:

  • SUPPORT JUNIOR TEAM MEMBERS WITH TRAINING, ESCALATIONS & SKILLS DEVELOPMENT
  • MENTOR NEW AND EXISTING TEAM MEMBERS
  • WORK CLOSELY WITH SENIOR MANAGERS AND STAKEHOLDERS
  • DEPUTISE AS TOC SNR MANAGER WHERE REQUIRED

Requirements:

  • 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
  • Ability to work with internal functions and Service Providers to refine DCC's monitoring capability
  • Promptly communicates and escalates issues and incidents to ITIL functions
  • Act as the first point of escalation for incidents and requests from wider DCC business

Benefits:

  • Competitive salary plus benefits (£45,000 - £65,000 per annum)
  • Hybrid working arrangement in Manchester
  • Opportunity to work with a critical Operations team
  • Chance to develop your skills and knowledge in IT, Network, and Application support
  • Strong stakeholder management skills and awareness of the DCC's commercial position within industry

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