Operations Engineer

We’re looking for an Operations Engineer to join Bede’s Service Delivery team. This role is focused on supporting live services, responding to incidents, investigating issues and helping improve the stability and performance of the environments we run. It would suit someone with a strong technical support or operations background who enjoys problem solving, works well under pressure and takes pride in delivering a high standard of service. This role follows a rotating shift pattern of 3 early shifts (07:00–15:30), 3 late shifts (14:30–23:00), followed by 3 days off, with a 25% shift allowance in addition to base salary.

What you’ll be doing:

• Progress and resolve incidents within the agreed Service Level Agreements (SLA), maintaining high standards of efficiency and quality.
• Fulfil time sensitive product related service requests and mitigate urgent or low investigation product related incidents.
• Work closely with other departments to resolve complex issues, foster collaboration and communication across teams.
• Always maintain a high level of customer service, ensuring customer satisfaction and positive experiences.
• Ensure tickets are updated with detailed progress information, making it easy for any team member to take over if needed.
• Manage and support Bede’s infrastructure and microservices within a containerised environment (Kubernetes/AKS).
• Use Observability Stack to respond to Alerts and fix problematic infrastructure (Prometheus/Elastalert).
• Design and maintain monitoring, measuring and alerting configuration (Prometheus/Grafana).
• Investigate and own all related incidents and service requests.
• Collaborate with others to troubleshoot and resolve production issues.
• Record opportunities to prevent repeat incidents, contributing to continuous improvement and incident prevention strategies.
• Identify and document missing processes, procedures, and knowledge base articles to improve operational efficiency and knowledge sharing.
• Perform thorough testing as part of fault diagnosis, ensuring accurate identification and resolution of issues.

What we are looking for:

• Experience in a 1st or 2nd line technical support, operations or service-focused engineering role.
• Experience working in a customer or client-facing support environment.
• Good Linux administration and troubleshooting skills.
• Knowledge of Windows Server.
• Understanding of TLS fundamentals.
• Experience with tools such as Prometheus, Grafana or ELK.
• A good understanding of cloud infrastructure principles, ideally Azure or AWS.
• Knowledge of source control.
• Understanding of SQL and NoSQL fundamentals.
• Strong problem-solving skills.
• Clear written and verbal communication.
• A proactive, detail-focused approach.
• A genuine interest in learning and improving.

Nice to have:

• Kubernetes administration or troubleshooting experience.
• CI/CD knowledge.
• Experience with Argo.
• Networking and compute knowledge.
• MongoDB and/or PostgreSQL experience.
• Confidence working with technical documentation or release notes.
• ITIL certification.

What we can offer you:

• A friendly, flexible and trust-based approach to working.
• 32 days annual leave, structured to reflect the shift pattern.
• Fully matched private pension scheme (up to 8%).
• Bupa private healthcare from day one, including cash plan benefits, dental and optical cover (covers all pre-existing conditions).
• Life assurance cover of 4x your annual salary.
• Employee Assistance Programme (via Bupa), providing confidential support and practical advice whenever you might need it.
• Access to Calm – the #1 app for meditation and sleep.
• Innovation and learning – space to develop skills, try new ideas and experiment, with an annual hackathon where some ideas make it into real work.
• A work-owned mobile phone or tablet of your choice, with the monthly contract covered by us.
• A great office setup – free snacks and drinks every day, plus regular food vans from some of the best places in Newcastle.
• Bede Bucks – exclusive colleague discounts and access to a wellbeing platform.
• Lots of social events – both in and outside of working hours.
• Referral programme – help us grow the team and receive a referral bonus of up to £3,000 (pre-tax, subject to scheme terms).
• Bede swag – including hoodies, t-shirts and our much-loved Bede socks.
• Bede Holidays – extra discretionary days off through the year as a thank-you for the great work our teams do.