At a Glance
- Tasks: Lead complex IT systems operations and solve advanced technical challenges.
- Company: Join a dynamic tech company focused on innovation and growth.
- Benefits: Competitive salary, hybrid work, and extensive training opportunities.
- Other info: Exciting career growth as the company expands in the tech industry.
- Why this job: Make a real impact by optimising cutting-edge IT systems and mentoring others.
- Qualifications: 3-5 years in third-line IT support with strong SIP and cloud expertise.
The predicted salary is between 60000 - 60000 £ per year.
Ready to take the lead in keeping cutting-edge IT systems running at peak performance?
Shift pattern: Monday - Friday
Salary: up to £60,000 pa dependant on experience
Location: Hybrid New Milton - expectation in office after initial training 1-2 days per month
Training: up to 2 weeks initially on site
Start Date: June/July 2026
Hours: 35 hours per week
About You
You are an experienced technical specialist who thrives on solving complex problems, owning advanced issues, and keeping critical systems running smoothly. You are confident working across SIP, cloud, servers, and networks — and you bring a proactive, analytical approach to everything you do. You are also someone who enjoys sharing your knowledge, supporting others, and being the expert people turn to when things get challenging.
What You Will Be Doing
In this role, you’ll take ownership of our most complex technical challenges and play a key part in keeping our systems resilient, high-performing, and ready for the future. You’ll work across cloud, network, voice, and server environments while supporting the growth of our wider support team.
- Advanced Technical Support
- Take the lead on diagnosing and resolving complex hardware, software, and network issues escalated by Tier 1 and Tier 2 teams.
- Carry out deep root-cause analysis to eliminate recurring problems and improve system reliability.
- Manage high-impact incidents, ensuring swift resolution and minimal business disruption.
- Oversee server fault analysis across cloud and on-prem environments, including Linux/Windows server management.
- Troubleshoot applications—including those written in Node.js—and manage over-the-air firmware updates.
- Monitor performance across AWS and Azure, taking proactive action to prevent downtime.
- Work confidently within the ITIL framework to maintain service quality and compliance.
- SIP, Network & Systems Management
- Maintain and optimise SIP-based platforms, including VoIP and VoLTE solutions.
- Configure and manage SIP trunks, ensuring seamless integration with PBX systems and providers.
- Investigate and resolve advanced SIP issues—from call routing failures to quality degradation.
- Analyse and optimise network configurations impacting SIP traffic, including firewalls, NAT, and QoS.
- Knowledge Sharing & Team Development
- Act as a technical mentor to first- and second-line teams, helping grow their skills and confidence.
- Produce clear, high-quality documentation, including troubleshooting guides and system diagrams.
- Collaborate with Service Management to ensure all SysOps activities follow ITSM standards and processes.
- Supplier & Vendor Collaboration
- Work closely with third-party suppliers to resolve complex issues efficiently.
- Support the management of SLAs and maintain strong working relationships with external partners.
Qualifications & Desirable Experience
Essential
- 3–5 years’ experience in a third-line IT support role, handling escalations and advanced troubleshooting.
- Strong hands-on expertise with SIP-based communication systems, including VoIP and related technologies.
- Solid Linux knowledge and experience administering server environments.
- Proven experience managing and supporting infrastructure within AWS Cloud services.
- Ability to diagnose complex SIP signalling, call quality, and NAT traversal issues.
- Skilled in using SIP analysis tools such as Wireshark, SIP traces, or packet analysers.
- Strong understanding of TCP/IP, DNS, DHCP, VLANs, and firewall rules impacting SIP traffic.
- Working knowledge of AWS Lambda or Bash.
- Solid grounding in the ITIL framework, with experience following ITIL-driven processes and controls.
Desirable (Nice to Have):
- Experience with TECS or SmartTEC environments; familiarity with diagnostic tools such as Wireshark or SIP trace utilities; exposure to Node.js or application-level debugging.
This role is UK based and any hybrid/remote work must also be within the UK. This is an exciting time at the Appello group, and you’ll gain exceptional career opportunities as the company continues to expand.
How to Apply
Please upload your CV and answer a few questions about yourself.
Equal Opportunity
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, please contact the careers Team.
Service/Systems Operations Lead employer: Appello UK
At Appello, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. With a focus on employee growth, we offer extensive training opportunities and the chance to tackle complex technical challenges in a supportive environment. Located in New Milton, our hybrid working model allows for flexibility while ensuring you remain connected with your team, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Service/Systems Operations Lead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend meetups, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to service and systems operations. Think about your past experiences and how they relate to the role. We recommend doing mock interviews with friends or using online platforms to get comfortable.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to discuss specific challenges you've faced in previous roles and how you tackled them. This is your chance to shine and demonstrate that you're the expert they need!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our company.
We think you need these skills to ace Service/Systems Operations Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service/Systems Operations Lead role. Highlight your experience with SIP, cloud, and server management, as well as any relevant technical skills that match the job description.
Showcase Problem-Solving Skills:In your application, emphasise your ability to diagnose and resolve complex issues. Share specific examples of how you've tackled advanced technical challenges in previous roles to demonstrate your expertise.
Be Clear and Concise:When answering questions or writing your cover letter, keep it clear and to the point. Use straightforward language to explain your experience and how it aligns with the responsibilities of the role.
Apply Through Our Website:We encourage you to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at Appello UK
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around SIP-based communication systems, cloud services like AWS, and server management. Be ready to discuss specific challenges you've faced and how you resolved them, as this will show your problem-solving skills.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical approach by discussing past experiences where you conducted root-cause analysis or optimised system performance. Use examples that highlight your ability to diagnose complex issues and implement effective solutions.
✨Be a Team Player
Since the role involves mentoring and supporting others, think of examples where you've shared your knowledge or helped develop team members' skills. This will show that you're not just technically proficient but also a great collaborator.
✨Familiarise Yourself with ITIL Practices
As the role requires working within the ITIL framework, make sure you understand its principles and can discuss how you've applied them in previous roles. Being able to articulate your experience with ITSM standards will set you apart from other candidates.
