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For Companies At a Glance
- Tasks: Lead and develop a team to ensure optimal system performance and minimal downtime.
- Company: Join Smart DCC, a leader in smart metering solutions, based in Manchester.
- Benefits: Enjoy a competitive salary, benefits, and opportunities for continuous learning.
- Why this job: Be part of a dynamic team focused on innovation and customer satisfaction.
- Qualifications: Experience in IT support, strong problem-solving skills, and excellent communication are essential.
- Other info: This role requires shift work and may involve travel; security clearance is needed.
The predicted salary is between 43200 - 72000 £ per year.
Salary: Competitive
Location: Manchester
Benefits: Competitive Salary plus benefits
ROLE
Smart DCC is actively seeking highly skilled, determined and motivated Shift Lead Technical Operations Analysts to join this critical Operations team. The successful candidates will provide continuous monitoring of the DCC total system. Following a suitable induction and training period, you’ll be accountable to manage, lead and develop a team of Technical Operations Centre Analysts to deliver an optimal service.
In this role, you will work closely with other Smart DCC Operations functions, our Service Providers and Customers to ensure that Smart DCC’s 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.
Smart DCC’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 Technical Operations Centre/Network Operations Centre/Service Desk environment) and the ability to quantify and validate observed impact is essential.
Network Operations Shift Lead will be the ‘go to’ when DCC’s Customers and Senior Management. Strong stakeholder management skills are a must, with awareness of the DCC’s commercial position within the industry to protect and maintain Smart DCC’s reputation.
What will you be doing?
- 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, occasionally deputising as TOC Snr Manager where required.
- Experience in ITIL frameworks, supporting Incident, Change, Problem Management and Service Centre.
- 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 use cases for continuous improvement.
- Preferable experience in R, SQL, Elastic, AWS, Data Analytics/Analysis/Omniscope tools & coding.
- Promptly communicate and escalate to the ITIL functions any issues & incidents which require their attention.
- Act as the first point of escalation for incidents and requests from the wider DCC business.
- This role will cover a shift pattern over a 365x7x24 period to ensure departmental cover is always in place. Some inter-site travel and work outside of regular shifts may be required subject to business needs.
What are we looking for?
- Have current valid Security Clearance or be willing to be Security cleared.
- Experience in supporting a team through people, task & performance management.
- Precise written and verbal communication skills are essential, on all levels to external stakeholders, including non-technical audiences.
- Must be a well-organised and diligent planner & documenter, able to assemble & maintain both existing and new processes, work instructions, and Smart Metering issues.
- Must be analytical, focused, 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).
If there are any questions you’d like to ask before applying, please contact Steph Owen or complete your application, so we can learn more about you. Your application will be carefully considered, and you’ll hear from us regarding its progress.
What to do now
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
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Contact Detail:
Smart DCC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Operations Shift Lead
✨Tip Number 1
Familiarise yourself with ITIL frameworks, as this role heavily involves Incident, Change, and Problem Management. Brush up on your knowledge of these processes to demonstrate your understanding during any discussions or interviews.
✨Tip Number 2
Showcase your experience in managing teams and developing junior members. Be prepared to discuss specific examples of how you've supported team performance and skills development, as this is a key aspect of the Shift Lead role.
✨Tip Number 3
Highlight your problem-solving skills and your ability to work under pressure. Prepare to share instances where you've successfully resolved incidents or improved processes, as this will resonate well with the hiring team.
✨Tip Number 4
Network with current or former employees of Smart DCC if possible. Gaining insights into the company culture and expectations can give you an edge in your application and help you tailor your approach.
We think you need these skills to ace Technical Operations Shift Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Technical Operations Shift Lead position. Highlight your relevant experience in IT, Network, or Application support that aligns with the job description.
Tailor Your CV: Customise your CV to reflect the skills and experiences that are most relevant to the role. Emphasise your problem-solving abilities, stakeholder management skills, and any experience with ITIL frameworks or smart metering systems.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your passion for continuous improvement and your ability to lead a team. Mention specific examples of how you've successfully managed teams or projects in the past.
Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, and that your communication is clear and professional, as precise written skills are essential for this role.
How to prepare for a job interview at Smart DCC
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of ITIL frameworks and the technical aspects of smart metering. Be prepared to discuss your experience with tools like R, SQL, and AWS, as well as any relevant projects you've worked on.
✨Demonstrate Leadership Skills
As a Shift Lead, you'll need to show that you can manage and mentor a team effectively. Prepare examples of how you've supported junior team members in the past and how you handle escalations and performance management.
✨Emphasise Problem-Solving Abilities
Highlight your analytical skills and your approach to troubleshooting. Be ready to discuss specific incidents where you identified issues, conducted root cause analysis, and implemented solutions to improve service delivery.
✨Communicate Clearly and Confidently
Since you'll be liaising with various stakeholders, practice articulating complex technical concepts in simple terms. This will demonstrate your ability to communicate effectively with both technical and non-technical audiences.
