At a Glance
- Tasks: Lead and enhance voice, data, and cloud systems while solving complex technical challenges.
- Company: Join a forward-thinking tech company focused on innovation and excellence.
- Benefits: Enjoy competitive salary, private medical insurance, and generous holiday allowance.
- Other info: Hybrid work model with excellent career growth opportunities and a supportive team environment.
- Why this job: Make a real impact by optimising cutting-edge IT systems and mentoring future tech leaders.
- Qualifications: 3-5 years in third-line IT support with strong SIP and cloud expertise.
The predicted salary is between 55000 - 60000 £ per year.
Ready to take the lead in keeping cutting‑edge IT systems running at peak performance? We’re looking for a technical expert to own and enhance our voice, data, and cloud environments—solving complex issues, shaping future improvements, and guiding our Third Line team. If you thrive on challenge, innovation, and making an impact, this is where you belong.
Hours: 35 hours per week
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
Appello Perks:
- 175 hours holiday pa plus Bank Holidays
- Private Medical Insurance- Individual Cover
- Discounts on groceries, shopping, holidays, insurance, and more
- 24/7 employee assistance programme
- Family and friends’ discounts on our services & products
- Pension Scheme, up to 4% Company matched
- Free on-site parking
ABOUT YOU
You're an experienced technical specialist who thrives on solving complex problems, owning advanced issues, and keeping critical systems running smoothly. You’re confident working across SIP, cloud, servers, and networks — and you bring a proactive, analytical approach to everything you do. You're also someone who enjoys sharing your knowledge, supporting others, and being the expert people turn to when things get challenging.
ESSENTIAL (What You’ll Bring)
- 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 working with Technology Enabled Care Services (TECS) or SmartTEC environments.
- Advanced familiarity with diagnostic tools such as Wireshark or SIP trace utilities.
- Any exposure to Node.js or application-level debugging.
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.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
Senior SIP & Cloud Systems Operations Lead in New Milton employer: Appello
At Appello, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. Our hybrid working model in New Milton allows for flexibility while providing comprehensive benefits such as private medical insurance, generous holiday allowances, and a supportive employee assistance programme. We are dedicated to the growth of our employees, offering extensive training and mentorship opportunities to ensure you thrive in your role as a Senior SIP & Cloud Systems Operations Lead.
StudySmarter Expert Advice🤫
We think this is how you could land Senior SIP & Cloud Systems Operations Lead in New Milton
✨Tip Number 1
Network like a pro! Attend industry meetups, webinars, or local tech events. It's a great way to connect with potential employers and show off your passion for SIP and cloud systems.
✨Tip Number 2
Showcase your skills in action! Consider creating a portfolio or a blog where you share insights on troubleshooting complex issues or optimising cloud environments. This can really set you apart from the crowd.
✨Tip Number 3
Don’t just apply—engage! When you find a role that excites you, reach out to current employees on LinkedIn. Ask them about their experiences and express your enthusiasm for the position.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Senior SIP & Cloud Systems Operations Lead in New Milton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience with SIP, cloud systems, and advanced troubleshooting. We want to see how your skills align with the role, so don’t be shy about showcasing your technical expertise!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for solving complex problems and how you’ve made an impact in previous roles. Let us know why you’re excited about this opportunity at StudySmarter.
Showcase Your Technical Skills:Be specific about your hands-on experience with tools like Wireshark and AWS. We love seeing candidates who can demonstrate their knowledge of SIP-based communication systems and cloud environments.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Appello
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of SIP-based communication systems, VoIP technologies, and AWS Cloud services. Be ready to discuss specific challenges you've faced in these areas and how you resolved them.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex issues you've diagnosed and resolved in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your analytical approach.
✨Familiarise Yourself with ITIL Practices
Since this role involves working within the ITIL framework, be prepared to discuss how you've applied ITIL processes in your past experiences. Think about how you've managed incidents and maintained service quality.
✨Be Ready to Share Knowledge
This position requires mentoring others, so think about how you've supported team members in the past. Prepare to discuss your approach to knowledge sharing and how you've helped others grow their skills.
