Senior Frontline Support Engineer in Glasgow

The Senior Frontline Support Engineer is responsible for ensuring the seamless operation of real-time systems, managing incidents efficiently and guaranteeing timely resolution to maintain business continuity. This role is pivotal in minimising downtime, enhancing system performance and providing expert technical support to both internal teams and external stakeholders. By proactively monitoring and addressing operational challenges, the Senior Frontline Support Engineer contributes to the overall reliability and success of the organisation's technology infrastructure and efforts to support the UK in its target to reach Net Zero.

What you’ll be doing

• Responsible for the operation and control of the (CSS) RTS systems suite encompassing hardware, software, infrastructure, activities and environment, including documentation and daily operation and ensuring integrity and reliability of the systems on a 24/7/365 basis.
• Provide expert technical support to RTS Operation Support Engineers, Customer Service and the Districts Field Staff.
• Lead coordination meetings with Cyber to ensure planned patches and vulnerabilities are managed and implemented within the required time.
• Provision of direct support to the Regions, Control Centres and participate in user groups for SCADA and operational systems including faults, maintenance and new installations.
• Operation of business critical systems, archiving, documentation, controlling and logging access, maintenance of control systems, upgrades, repairs of systems faults and incident.
• In liaison with internal and external parties ensure upgrades comply with Company policies and procedures for SCADA and operational IT systems, hardware, and environment.
• Reviews, updates, documents and communicates back up / emergency procedures for SCADA and operational systems.
• Create and maintain supporting policy and procedure documentation.
• Monitor system performance and implement proactive measures to prevent issues.
• Regularly liaise with internal customers (e.g., Control Room staff) to ensure business needs are met.
• Liaise with other support organisations (such as GE/UKIT/Systal/HP-CDS) for maintenance and fault issue progression.
• Ensure timely reaction and restoration of all RTS system faults.
• Contribute as an effective member of the RTS team to ensure the required level of team performance.
• Provide support for User Training team.
• Provide the business with necessary reports derived from RTS system data, using scripts and other means to generate these.
• Responsible for RTS Standby Rotas ensuring full cover is maintained.
• Participate as a member of the RTS External or Internal Standby Rotas (if and as required by the business).

You will bring experience

• In a Front line support role with Real Time Systems.
• In a Control Room Operations environment.
• Knowledge of network and business data and network management systems.
• Analysing complex problems.
• Focusing on accurate and timely delivery.
• Dealing with Suppliers, Contractors and Consultants and administering related contracts.
• Committing to safe working practices.

Favourable but non-essential experience includes

• EN Distribution / Transmission engineering.
• Working knowledge of Energy Networks policies, procedures and working practices.
• Awareness of the work carried out at Energy Networks control centres and knowledge of the SCADA estate deployed at these control centres and at the substations.

What’s in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%. At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow. That’s why our benefits include:

• 36 days annual leave.
• Holiday Purchase – perfect your work/life balance with extra annual leave.
• Share Schemes.
• Payroll Giving and Charity Matched Funding.
• Technology Vouchers – save more and spread the cost of your technology purchases.
• Electric Vehicle Schemes – to help you transition to green/clean driving.
• Cycle to Work scheme and Public Transport Season Ticket Loans.
• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments.
• Life Assurance (4x salary).
• Access to Savesmart financial wellbeing support.
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more.

Why SP Energy Networks

SP Energy Networks is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network – connecting infrastructure like wind farms into the electricity system. It’s a role that puts us right at the heart of Scotland’s ambition to be Net Zero by 2044. And we’re taking it very seriously. We’re investing >£5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.

We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to careers@scottishpower.com.