Platform Operations Engineer

Are you a highly skilled and motivated Platform Operations Engineer (Level 2) with excellent communication skills, a strong technical background, and a passion for delivering exceptional customer service? City Plumbing are seeking experienced Platform Operations Engineers to join our newly created IT team and help deliver exceptional technical support to our customers and colleagues. You will be resolving complex technical issues, troubleshooting software and hardware problems, and ensuring the smooth operation of IT systems.

The Role: As a Level 2 Platform Operations Engineer, you'll be the go-to expert for our internal teams, helping them overcome technical challenges and keeping our IT systems running smoothly. Your day-to-day activities will involve tackling complex issues, troubleshooting software and hardware problems, and ensuring everything works seamlessly.

• Provide second-level technical support to end-users and internal stakeholders, resolving escalated incidents and service requests in a timely manner.
• Troubleshoot and resolve complex software, hardware, and network issues, utilising diagnostic tools and remote support technologies.
• Collaborate with Level 1 support technicians to escalate and prioritise tickets based on severity and impact on business operations.
• Document all support activities, including troubleshooting steps, resolution details, and relevant information in the incident management system.
• Assist in the implementation of IT projects, including system upgrades, software deployments, and infrastructure enhancements.
• Conduct root cause analysis for recurring issues and proactively identify opportunities for improvement to prevent future incidents.
• Participate in on-call rotations and after-hours support as required to ensure 24/7 availability of IT services.

This is a remote-based opportunity with limited travel for team meetings. You should be based in the UK and our Offices are based in Birmingham, Manchester, Glasgow and Crick (Northampton).

You’ll live and breathe our digital-first ethos, with a proactive and “can-do” approach. You’ll enjoy working collaboratively with the wider IT & Service team and you’ll be committed to acting with integrity and honesty in everything you do.

• Proven experience in a similar role, with a background in operations or software development.
• Knowledge of ticket management best practices, incident prioritisation and escalation, monitoring, and continuous improvement.
• Effective communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Experience troubleshooting complex technical issues and performing root cause analyses.
• Ability to work effectively with other technical teams such as DevOps to support deployments and troubleshoot issues.
• Knowledge of DevOps practices (CICD, observability, automation) is a bonus.
• Knowledge of AWS and logging tools such as Kibana and Datadog is an advantage.
• Continuous learning mindset and a passion for keeping up with industry trends and emerging technologies.

From boilers to bathroom suites, tubing to towel rails and everything in between, City Plumbing has all the products our customers need to complete the job. We’re proud of our reputation for selling quality plumbing and heating products to both trade and retail customers and we’re super excited about our future. We put our colleagues at the heart of all we do, giving them all the tools they need to be successful, happy and feel rewarded in their career with us.

• Bonus
• Discounts, savings and cash back at numerous retailers
• Life assurance
• Extended family policy including maternity, paternity, additional annual leave and more
• Mental Health First Aiders and Employee Assistance Programme
• Complete induction and a company that lets you grow and encourages development
• Financial education and loans
• Flexible working options
• A business striving to create an environment of inclusion so everyone can be their true self
• And more!

We’re passionate about creating an inclusive workplace that celebrates and values diversity. Bring your whole self to work regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. We don’t want you to ‘fit’ our culture, we want you to enrich it.

We are committed to best practices in recruitment and undertake Basic Criminal Record Disclosures for candidates that are offered employment within our branches that undertake deliveries for British Gas. This check will only be undertaken after the acceptance of an offer of employment.