Hybrid Ops Support Engineer — SaaS Service Delivery

Phoebus Software; Elmdon Heath; Hybrid; GBP 42,000 - 58,000; Full time

Benefits offered by this job

Private health care

Wellbeing allowance

Life assurance

Employee Assistance Programme

Hybrid working

Pension scheme

33 days holiday

Annual bonus

Job summary

Phoebus Software Ltd is seeking an Operations Support Engineer to ensure our SaaS service aligns with client expectations and contractual obligations. You will own the service delivered to clients and monitor incidents to minimize impact, acting as a single point of contact for operations and ensuring visibility into performance.

You will coordinate with stakeholders, report on KPIs, and collaborate with Engineering, Governance, and Delivery teams in a hybrid Solihull-based role requiring UK

Qualifications

• Experience in a role within technology operational delivery.
• A passion for continuous learning and improvement.
• Excellent communicator with strong written, verbal and presentation skills.
• Curious to ensure solutions fit client and contractual obligations.
• Simplify complex information for colleagues and clients.
• Experience of risk control management.
• Understanding software development lifecycles.
• Comfortable with multi-tasking and changing priorities.
• Incident Management experience.
• A self-motivated achiever focused on customer service.

Responsibilities

• Coordinate with key stakeholders.
• Execute against the stakeholder management and communication plan to provide visibility of service performance and incident management.
• Ensure service operations support positive net promoter scores.
• Act as a single point of contact for clients and internal staff regarding operations activity and queries.
• Receive, log and manage contact from clients and internal staff.
• Contribute and implement operational policies, standards, and procedures.
• Ensure all operations are conducted in a cost-effective way.
• Proactively monitor production KPIs.
• Ensure operational activities remain on time and within a defined budget.
• Address operational issues solving them in an effective and timely manner.
• Ensure that service operations work effectively & efficiently in the business.

Skills

Operational delivery

Continuous learning

Excellent communicator

Incident Management

Multi-tasking

SDLC awareness

Risk management

Customer service

Self-motivated

Job description

Phoebus Software Ltd is seeking an Operations Support Engineer to ensure our SaaS service aligns with client expectations and contractual obligations. You will own the service delivered to clients and monitor incidents to minimize impact, acting as a single point of contact for operations and ensuring visibility into performance.

You will coordinate with stakeholders, report on KPIs, and collaborate with Engineering, Governance, and Delivery teams in a hybrid Solihull-based role requiring UK