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- Tasks: Monitor IT systems, manage incidents, and implement long-term solutions.
- Company: Join a dynamic software company focused on improving customer experience in energy and utilities.
- Benefits: Enjoy a bonus scheme, 25 days leave, career progression, and health care perks from day one!
- Why this job: Be part of an inclusive team that values diversity and puts customers first.
- Qualifications: Experience in Incident and Problem Management in complex environments is essential.
- Other info: This role requires on-site presence and offers remote work options on weekends.
The predicted salary is between 52234 - 58902 £ per year.
Title: Technology Operations Centre (TOC) Analyst – Incident and Problem Management
Department: Procode IT
Location: Chandlers Ford / Remote
Salary: £52,234 – £58,902 + 15% Bonus Scheme
Hours: 6am – 10pm across differing shifts and days including weekends
Are your core skills in systems monitoring and managing incidents and problems?
Can you take control of a challenging situation, getting services back online and then deliver long term resolutions to issues?
Then this could be the job for you!
Our Technology Operations Centre’s operational hours are 6am to 10pm with early, mid and late shifts. Shifts are covered from our Chandlers Ford office and occasional remote work across 7 days a week.
About us
We are a dynamic software company. Established in 2006, with a vision of helping the energy and utilities sectors improve customer experience and lower their cost to serve, using smarter process automation.
Are you curious about what the future in tech holds? Do you have the drive to want to deliver great solutions for customers?
Then we have an exciting opportunity as a TOC Analyst, where we aim to provide you with a uniquely inclusive and diverse workplace, which showcases the extraordinary in all of us, by enabling you to be the best you can be.
Our promise is to put customers at the heart of everything we do; it’s part of how we live and breathe at Procode. Our hugely passionate workforce puts them at the heart of every decision we make.
What does this role involve?
The Technology Operations Centre is a centralised team that undertakes proactive monitoring of the health of our IT systems. They own the incident and problem management processes, including Major Incident Management, for the business.
Responsibilities will include:
- timely responses up to P3 problems and incidents and supporting in P1 & P2.
- implementing solutions;
- sharing lessons learnt at post-mortem;
- identifying systems improvement;
- co-ordination of all resolution resources, internal and external.
- Initialising automated software releases and patches.
Shifts include Monday – Friday: 6am to 3pm, 9am to 6pm and 1pm to 10pm & weekends: 7am to 4pm. Weekday shifts will be office based, and weekends will be remote initially, but this could change in the future.
Who are we looking for?
Your in-depth experience across a wide breadth Incident and Problem Management scenarios in a large or complex environment, will be key to quickly becoming productive in this role.
Your knowledge of the interconnections between technology, operations and third parties, will enable you to ask the right questions, even in new technical scenarios.
Your highly developed communications skills will enable you to take the lead when dealing with issues, helping to guide a range of internal and external stakeholders to deliver solutions and long-term resolutions.
Your experience working in an ITIL environment, would allow you to hit the ground running.
The service operation team operates a 24/7 function, and the hours may change to 12-hour shifts across both days and nights in the future.
To be successful in this role you will be required to pass an enhanced security vetting process.
This role will involve 24/7 on-call working on a rota basis.
The role requires on site presence to cover early, day and late shifts, therefore you will need to live within commuting distance of Chandlers Ford.
Our employees, just like our customers come from all walks of life, and we’re fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self.
Benefits – available from day one!
- Bonus Scheme, made up of personal and company elements.
- Career progression, we’re an expanding organisation.
- 25 days annual leave plus bank holidays.
- Pension scheme, company contribution at 4% of your salary when you contribute 5%.
- The opportunity to win tickets to major outdoor events including, gigs and shows at arenas around the UK.
- Access for you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing.
- We offer an EV car scheme. Qualifying terms and conditions apply.
- A health care scheme that includes dental, eye care, treatments, and diagnostics health consultations.
- Death in service – we pay three times your annual salary to your designated next of kin, giving them peace of mind should you sadly pass away during service.
- Employee Assistance Programme with access to counselling support, legal and financial advice 24/7 365 days a year, as well as a GP line and Your Care.
- We also offer all our staff a paid volunteering day every year. Plus, the chance to be involved in various fund-raising opportunities.
The Luxion Group comprises of the following companies – Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Services Ltd, Procode Technology Ltd and Canary Care Global Ltd.
TOC Analyst - Incident and Problem Management employer: Procode
Contact Detail:
Procode Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land TOC Analyst - Incident and Problem Management
✨Tip Number 1
Familiarize yourself with ITIL frameworks and best practices, as this role requires experience in an ITIL environment. Understanding the principles of incident and problem management will help you demonstrate your expertise during discussions.
✨Tip Number 2
Highlight your experience in managing incidents and problems in complex environments. Be prepared to share specific examples of how you've successfully resolved issues and improved systems in previous roles.
✨Tip Number 3
Showcase your communication skills by preparing to discuss how you've effectively collaborated with internal and external stakeholders. Being able to lead discussions during critical situations is crucial for this position.
✨Tip Number 4
Since the role involves shift work, be ready to discuss your flexibility and willingness to work varying hours, including weekends. This shows your commitment to the team's operational needs.
We think you need these skills to ace TOC Analyst - Incident and Problem Management
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in incident and problem management, especially in complex environments. Use specific examples that demonstrate your ability to manage incidents effectively and implement long-term solutions.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with their needs, particularly your experience with ITIL and your communication skills in guiding stakeholders through challenging situations.
Showcase Relevant Skills: Emphasize your technical knowledge and understanding of the interconnections between technology and operations. Highlight any experience you have with automated software releases and patches, as this is relevant to the role.
Proofread Your Application: Before submitting your application, carefully proofread all documents to ensure there are no errors. A well-presented application reflects your attention to detail, which is crucial for a TOC Analyst.
How to prepare for a job interview at Procode
✨Showcase Your Incident Management Experience
Be prepared to discuss specific examples from your past roles where you successfully managed incidents and problems. Highlight your ability to respond quickly and effectively, especially in high-pressure situations.
✨Demonstrate Technical Knowledge
Familiarize yourself with the technologies and systems relevant to the role. Be ready to discuss how you understand the interconnections between technology, operations, and third parties, as this will be crucial for the position.
✨Communicate Clearly and Confidently
Your communication skills are vital in this role. Practice articulating your thoughts clearly and confidently, especially when explaining complex technical issues to non-technical stakeholders.
✨Understand the Company Culture
Research Procode IT's values and mission. Be prepared to discuss how your personal values align with their commitment to customer-centric solutions and diversity in the workplace.
