Technical Operations Shift Lead - LIVE LEAD

NXGN; Manchester; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading telecom services provider in Manchester is seeking a Technical Operations Shift Lead to oversee and develop a team of TOC Analysts. The successful candidate will ensure optimal service and continuous monitoring of data communications systems, working closely with service providers and customers. Essential qualifications include team management, strong analytical skills, and a flexible approach to shift work. The role demands excellent communication abilities and a commitment to continuous improvement.

Qualifications

• Current valid Security Clearance or willingness to be cleared.
• Experience in team support and performance management.
• Ability to mentor junior team members and support escalations.
• Demonstrated stakeholder management skills are essential.
• Experience with ITIL frameworks for Incident and Change Management.
• Solid organizational skills for planning and documentation.

Responsibilities

• Monitor data communications systems to ensure optimal performance.
• Work closely with service providers and customers on system functionality.
• Drive proactive continuous improvement initiatives.
• Act as the first point of escalation for incidents.
• Cover shifts in a 24/7 pattern to ensure sector support.

Skills

People management

Performance management

Stakeholder management

Problem solving

Written communication

Verbal communication

Analytical skills

Customer service

Tools

R

SQL

AWS

Data Analytics/Analysis tools

REMEDY/SNOW ticketing system

Job description

Our client are a monopoly in the Telecoms space and require a Technical Operations Shift Lead to lead and develop a team of TOC Analysts to deliver an optimal service.

They operate under the Smart Meter Communications Licence, which is regulated by Ofgem and are actively seeking highly skilled, determined and motivated Shift Lead Technical Operations Analysts to join their critical Operations team. The successful candidate will provide continuous monitoring of the data communications system. Following a suitable induction and training period.

Client details

This company are a monopoly that operates under the Smart Meter Communications Licence, which is regulated by Ofgem.

It is responsible for linking smart meters in homes and small businesses with energy suppliers, network operators and energy service companies. They are needed to ensure that the smart metering system as a whole works smoothly and that the enduring and full benefits of smart meters are realised.

Our client'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 TOC/NOC/Svc Desk environment) and the ability to quantify and validate observed impact is essential.

The Role

In this role you will work closely with other Operations functions, Service Providers and Customers to ensure that the 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.

You’ll be the ‘go to’ for Customers and Senior Management. Strong stakeholder management skills are a must. This role will cover a shift pattern over a 365x7x24 period to ensure departmental cover is in place at all times. Some inter-site travel and work outside of regular shifts may be required subject to business needs.

Skills and Experiences Essential

• Have current valid Security Clearance or be willing to be Security cleared.
• Experience in supporting a team through; people, task & performance management.
• 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.
• Precise written and verbal communications skills are essential, on all levels to external stakeholders, including non-technical audiences.
• Have experience in ITIL frameworks, supporting Incident, Change, Problem Management and Service Centre.
• 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.
• 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.

Preferred experience in

• 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)

What To Do Now

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. If you have any questions you’d like to ask before applying, please contact [e-mail] or DM me here