Technical Operations Engineer

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In a Nutshell

The Technical Operations Engineer provides operational support across the breadth of the service portfolio, ensuring that we deliver a secure, resilient, high availability environment for our clients.

You will be expected to monitor and manage events and incidents across the estate, serving as escalation where required for incidents raised into the Service Desk

The role requires a level of focus around continual service improvement, ensuring that technical solutions and internal processes are fit for purpose and are constantly optimised.

Responsibilities

  1. You will perform incident and technical event management to deliver a highly scalable, secure and available infrastructure that enables our SaaS platform to operate 24x7
  2. You will work with your colleagues to improve the end-to-end health and performance of the SaaS ecosystem.
  3. You will recommend, and on occasion lead, improvements at both a technical level and a process or way of working level.
  4. You will document Standard Operating Procedures for knowledge sharing purposes and contribute towards the development of the team.
  5. You will support continual service improvement and problem management initiatives to ensure appropriate incident prevention actions are identified and implemented.
  6. You will work with all levels across the business, using your excellent communication skills to explain complex, technical issues in a non-technical way.
  7. You will support the release and deployment of software, hardware and cloud infrastructure by monitoring application availability and performance and diagnosing issues resulting from change.
  8. You will perform OOH support as required.

Key Skills

  1. A natural problem solver, rationally analysing and questioning the information you have been given and working through a problem logically to arrive at a solution.
  2. Disposition for learning new skills and techniques for process/ technical support. · The role requires demonstrable experience of Cloud Infrastructure, preferably AWS and AWS cloud toolsets.
  3. A strong understanding of relational Databases, preferably MS SQL.
  4. Ability to organise and manage a clear and defined workload to accomplish goals.
  5. Adept at writing documentation to map Standard Operating Procedures for knowledge sharing.
  6. A good understanding of the ITIL Service Management framework and Agile delivery methodologies are preferential.
  7. Ability to drive and respond quickly to changing demands.
  8. Excellent interpersonal and communication skills.
  9. Strong stakeholder management and influencing skills.
  10. Comfortable working in a combination of independently and as a team.
  11. A genuine desire to want to take pride in work and striving for excellence.