Operations Support Engineer
Phoebus Software
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Benefits offered by this job
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
Job description
Phoebus Software Ltd (PSL) is a market-leading provider of innovative, flexible solutions for financial services organisations. With decades of experience and a reputation for being relentlessly client-focused, we pride ourselves on delivering exceptional technology that powersreal results.
We'renow looking for an inspiring leader to shape the future of our product suite—ensuring our solutions stay ahead of the market, continue to meet real customer needs, and deliver strong commercial performance.
At Phoebus, people genuinely come first.We’re proud to have been recognised as the 16th Best Technology Company to Work For in the UK as well as one of the Top 50 UK Midsized Companies. These acknowledgements remain meaningful to us, as they were driven by the commitment and feedback of our colleagues.
From our ambitious growth plans and modern tech stack to our culture of support, innovation, and well-being, PSL offers an environment where you can thrive, make an impact, and build a careeryou’reexcited about.
We know thatgreat workhappens when life is in balance.That’swhy we offer a hybrid working model designed to give you both flexibility and connection.Our contemporary Solihull office sits right in the heart of the town, just steps away from Touchwood Shopping Centre’s shops, cafés, and restaurants—perfect for lunch breaks or post-work plans. We offer parking andwe’reonly a short walk from the train station, making commuting easy and stress-free.
Phoebus Software Ltd (PSL) is a market leading provider of flexible financial solutions to financial services providers. PSL has a long reputation for being client-centric and delivering quality solutions.
We need a team player to help ensure our SaaS service proposition operates in line with expectations and provide support to our clients when they have issues or need guidance.
The Operations Support Engineers ensure our service delivery aligns to client expectation and contractual obligations. Ensuring the service is always available & proactively monitored so that issues are addressed to limit customer is impact, with full support when they are, not just to address the issue but ensure it doesn’t reoccur.
The Operations Support Engineer have full responsibility for the service delivered to our clients, including.
- Co-ordinate with key stakeholders.
- Executing against the stakeholder management and communication plan, to provide visibility of service performance and incident management.
- Ensure service operations support positive net promotor scores.
- Act as a single point of contact for contact from clients and internal staff regarding operations activity and queries.
- Receiving, logging and managing contact from clients and internal staff.
- Contribute and implement operational policies, standards, and procedures.
- Ensure all operations are conducted in an appropriate, 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.
- Provide insights & trends on service delivery metrics to support client reporting.
- Anticipate, identify, & mitigate things that could impact service delivery.
- Take ownership for resolving issues and escalations.
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Experience of 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 are fit for purpose and meet client and contractual obligations.
- Simplify complex information to make sure colleagues and/or clients understand it.
- Experience of risk control management.
- Understanding software development lifecycles.
- Comfortable with multi-tasking and adapting to changing priorities.
- Incident Management experience – Managing incidents including business expectations and communication
- A self-motivated achiever who gains satisfaction from providing excellent customer service
- Financial services and/or financial product experience.
The Operations Support Engineers report into the Engineering Managers with oversight by the Head of Service Operations.
They work closely with:
- Client stakeholders
- 3rd party suppliers
- ELT members
- Product teams
- Control & Governance team
- Architecture team
- Delivery team
- Client Management team
- Private Health care scheme including dental, optical, and mental health cover
- Wellbeing Choice - £350.00 per annum paid towards wellbeing activities of your choice
- Life assurance scheme at 4x salary
- 24/7 Employee Assistance Programme
- Flexible hybrid working
- Contributory Pension Scheme with Scottish Widows
- 33 days Holiday, including 8 bank holidays (5 of which are flexible bank holidays) & Holiday purchase scheme up to 5 days.
- Discretionary annual salary review & bonus
- Electric car salary sacrifice scheme
- Events & gifts to celebrate Long Service. Birthdays, Quarterly company-paid teammeals and regular social events.
At Phoebus we are driven by our purpose and values, building our team with the right people is fundamental to our business & culture. Our DONE valuesare made up of the following and we strive to live our values daily when working with colleagues and clients. Dedicated,Open,No Nonsense,Excellence
At Phoebus Software Ltd, we believe our success is driven by our people.We’recommitted to building a diverse, inclusive workplace where everyone feels valued andhas the opportunity tothrive. By attracting and supporting a wide range of talent, we strengthen our performance, innovation, and impact.
THIS ROLE IS HYBRID THERE IS A REQUIREMENT TO COME INTO THE SOLIHULL OFFICE (B913DL) ONCE A WEEK
YOU NEED TO HAVE THE FULL RIGHT TO WORK IN THE UK FOR THIS ROLE
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