2nd Line Lead Engineer

You will provide a crucial role in the organising and management of core services. As lead engineer you will ensure that all incidents and issues are resolved in line with SLAs.

Line management and tasking allocation responsibilities for all 2nd Line Engineers fall under your purview, with direction for priorities provided by the Technical Operations Lead.

• Managing Second line technical support
• Responsible for the allocation of workforce and resources to allow issues to be resolved across several IT Domains.
• Coordinate the prioritisation of tasking to achieve larger elements of work to be completed efficiently and on time.
• Encourage and guide 2nd Line Engineers in their careers, to grow and improve their skills.
• Maintain and grow trust and confidence with customers, ensuring customers feel respected and understood.
• Carry out escalation of incidents that are unable to be fixed by Level 2 engineers.
• Meet with customers to understand legacy issues and devise forward‐looking solutions.

Key Duties

• Second Line Tasking: organising and planning future tasks and evolutions to ensure 2nd line has the resources to undertake them.
• Early Life Support: organising and understanding requirements for bringing new systems and technologies into core services.
• Line management: supporting engineers fully, both in and out of work to maintain a good work‐life balance.
• Major incidents: assisting and managing the effort to restore services during major outages, providing progress updates.
• Problem solving: acting as point of contact for 2nd line engineers with issues to resolve or escalation.
• Representative: acting as focal point, attending mandatory meetings and voicing achievements and issues of level 2 engineers.

Key Competencies

• Leadership – inspire and motivate a team.
• Compassionate – understand and support team members.
• Communications – verbal, written, including technical documentation.
• Adaptability and flexibility – change focus under changing situations.
• Technical expertise – troubleshoot and fault rectify variety of issues.
• Attention to detail – precision in written and performed work.
• Customer service excellence.
• Teamwork – build effective internal and external relationships.

Benefits

• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits such as life assurance, health schemes, gym memberships, annual buy and sell holidays, cycle to work scheme
• Access to Flexi‐time benefits

Pay Range

£47,600.00 – £61,000.00

Pay and Benefits

Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.

Commitment to Non‐Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.