Technical Operations Shift Lead

Permanent Role - Network Operations Centre Shift Lead

Manchester (Hybrid working)

Competitive Salary plus benefits

ROLE

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, you’ll be accountable to manage, lead and develop a team of Technical Operations Centre Analysts to deliver an optimal service.

In this role you will work closely with other Smart DCC Operations functions, our Service Providers and Customers to ensure that Smart DCC’s systems and platforms are working optimally with an outcome of limited downtime for our customers. 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.

Smart DCC’s infrastructure and supply chain is complex and a demonstrable ability to assimilate a significant volume of technical and process detail is required. 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 DCC’s Customers and Senior Management. Strong stakeholder management skills are a must. With awareness of the DCC’s commercial position within industry to protect and maintain Smart DCC’s reputation.

What will you be doing?

·      Ability to support junior team members with training, escalations & skills development. In addition to mentoring new and existing team members.

·      Working closely with Senior Managers and stakeholders. On occasion, deputising as TOC Snr Manager where required.

·      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 DCC’s monitoring capability in terms of pro-activity, diagnostic accuracy and responsiveness.  Develop uses cases for continuous improvement.

·      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.

What are we looking for?

·      Have current valid Security Clearance or be willing to be Security cleared.

·      Experience in supporting a team through; people, task & performance management.

·      Precise written and verbal communications skills are essential, on all levels to external stakeholders, including non-technical audiences.

·      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.

·      Must be analytical, focussed, and have a drive to learn new skills, provide outstanding customer service and determination to identify and resolve issues and RCA.

·      Experience working in a team-oriented, collaborative environment.

·      Working knowledge of REMEDY/SNOW trouble ticketing system.

·      Ability to onboard a thorough understanding of end-to-end Smart Meter infrastructure, messaging syntax and Operational Performance Regime (SLAs and KPIs)

If there are any questions you’d like to ask before applying, please contact Steph Owen or complete your application, so we can learn more about you. Your application will be carefully considered, and you’ll hear from us regarding its progress.

What to do now

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.