We are Smart DCC
Together we're building a greener tomorrow
Connecting every home and business to a single, secure smart meter network is a huge undertaking. So you can imagine the scale – and variety – and opportunities for the people who'll help us do it.
The role
Permanent Role - Network Operations Centre Shift Lead
Manchester
Competitive Salary plus benefits
ROLE
Smart DCC is actively seeking highly skilled, determined and motivated Shift Lead Technical Operations Analysts to join this critical Operations team. The successful candidates will provide continuous monitoring of the DCC total system. Following a suitable induction and training period, you’ll be accountable to manage, lead and develop a team of Technical Operations Centre Analysts to deliver an optimal service.
In this role you will work closely with other Smart DCC Operations functions, our Service Providers and Customers to ensure that Smart DCC’s systems and platforms are working optimally with an outcome of limited downtime for our customers. A thirst for proactive continuous improvement is critical and working closely with stakeholders to improve monitoring is a key requirement, therefore problem-solving skills are essential.
Smart DCC’s infrastructure and supply chain is complex and a demonstrable ability to assimilate a significant volume of technical and process detail is required. Previous IT, Network, Application support/experience (in a Technical Operations Centre/Network Operations Centre/Service Desk environment) and the ability to quantify and validate observed impact is essential.
Network Operations Shift Lead will be the ‘go to’ when DCC’s Customers and Senior Management. Strong stakeholder management skills are a must. With awareness of the DCC’s commercial position within industry to protect and maintain Smart DCC’s reputation.
What will you be doing?
1. Ability to support junior team members with training, escalations & skills development. In addition to mentoring new and existing team members.
2. Working closely with Senior Managers and stakeholders. On occasion, deputising as TOC Snr Manager where required.
3. Have experience in ITIL frameworks, supporting Incident, Change, Problem Management and Service Centre.
4. Good understanding of End-to-End smart metering, with a willingness to continually learn.
5. Work with internal functions and Service Providers to continually refine DCC’s monitoring capability in terms of pro-activity, diagnostic accuracy and responsiveness. Develop uses cases for continuous improvement.
6. Preferable experience in some R, SQL, Elastic, AWS, Data Analytics/Analysis/Omniscope tools & coding.
7. Promptly communicates and escalates to the ITIL functions any issues & incidents which require their attention.
8. Act as the first point of escalation for incidents and requests from wider DCC business.
9. This role will cover a shift pattern over a 365x7x24 period to ensure departmental cover is always in place. Some inter-site travel and work outside of regular shifts may be required subject to business needs.
What are we looking for?
1. Have current valid Security Clearance or be willing to be Security cleared.
2. Experience in supporting a team through; people, task & performance management.
3. Precise written and verbal communications skills are essential, on all levels to external stakeholders, including non-technical audiences.
4. Must be a well-organised and a diligent planner & documenter, able to assemble & maintain both existing and new processes, work instructions and Smart Metering issues.
5. Must be analytical, focussed, and have a drive to learn new skills, provide outstanding customer service and determination to identify and resolve issues and RCA.
6. Experience working in a team-oriented, collaborative environment.
7. Working knowledge of REMEDY/SNOW trouble ticketing system.
8. Ability to onboard a thorough understanding of end-to-end Smart Meter infrastructure, messaging syntax and Operational Performance Regime (SLAs and KPIs)
If there are any questions you’d like to ask before applying, please contact Steph Owen or complete your application, so we can learn more about you. Your application will be carefully considered, and you’ll hear from us regarding its progress.
What to do now
Choose ‘apply’ now to fill out our short application, so that we can find out more about you.
Smart together
Our values and behaviours
Make a difference
We believe in our purpose. Together, we work as one team, always looking for ways to improve and support DCC’s role in a low-carbon future.
Act with integrity
We treat everyone with kindness, consideration and respect. We keep our promises to our customers. And if something doesn’t feel right, we speak up.
Be accountable
You can depend on our word. We’re clear about our roles and we take the initiative, while respecting the processes we have in place.
Rewards & Benefits
Get perks that work
Personal Development
Our training and development opportunities help you be your best self – from regular 1-2-1s all the way up to professional qualifications.
Group income protection
Provides a continuous income if you're unable to work due to illness or injury for more than 26 weeks.
Pension Plans
Our Capita Choice partners will match the salary contributions you make to your pension up to 5%, depending on your plan and time with us.
Flexible Holidays
Need more time off? Increase your standard 25 days of leave by buying extra to rest, spend time with family or satisfy your wanderlust.
Cycle to Work Scheme
We’re big on keeping things green. If you want to cycle to work, we'll loan you the gear through salary sacrifice to make it tax-efficient.
Flexible working
As we all transition to a new normal, we can help you find the hybrid working pattern that suits you and your team best.
Additional Benefits
Add more to your core
Unmind
Travel season ticket loan
Bonus
Medical cash plans
Life cover
Charity days
Childcare vouchers
Health screening
RAC discount
Vision Express discounts
Mobile phone discounts
Discounted gym membership
Retail and leisure discounts #J-18808-Ljbffr