Technical Operations Analyst - Ruddington

12 Mar 2018
22 Mar 2018
Contract Type
Full Time

Technical Operations Analyst

Location: Ruddington, Nottinghamshire (Occasional travel to other sites may be required)

Salary: Competitive along with bonus and standard benefits

The Data and Communications Company (DCC) is delivering a once-in-a-generation programme to build a smart metering network for Great Britain.

Perhaps the most ambitious of its kind in the world, the programme will allow energy suppliers to roll out millions of smart electricity and gas meters to homes and small non-domestic properties. Funded by the energy industry, the network will connect smart meters to the business systems of energy suppliers, network operators and other authorised service users. The smart metering network will help Great Britain become a global leader in smart energy and the development of smart grids.

DCC (a licensed Capita company) is the programme and service integrator working on behalf of the energy industry to establish and operate the data and communications infrastructure that will enable all UK homes to have a smart meter by 2020.

About the role

The DCC is actively seeking highly skilled, experienced and motivated Technical Operations Analysts to join this prestigious programme. The successful candidates will provide continuous monitoring of system dashboards, Production Proving tools and performance reports to interpret anomalous events and/or diagnose service degradation. Following a suitable induction and training period, you'll become a recognised Subject Matter Expert in Smart Meter devices, Service Request processing and system error messaging, able to provide 3rd line assistance to DCC Service Desk in triaging complex faults.

In the role of Technical Analyst you will work closely with other DCC Operations functions, Chief Technology Office, our Service Providers and Customers to ensure that the DCC's systems and platforms are working optimally. This is an exciting opportunity in a highly dynamic environment with a multi-layered systems landscape making the task of maintaining service integrity all the more challenging.

The 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 support experience (in a TOC/NOC environment) and understanding system components - Databases, Load Balancers, Servers, Firewalls, Wide Area Networks, is essential.

Technical Operations Analysts will become the 'go to team' when DCC's Customers and Senior Management are demanding immediate answers to service issues, so it's critical that the successful candidates remain approachable, courteous and professional at all times.

It's anticipated that Analysts will work early or late shifts to ensure departmental cover from period 07:00 to 19:00, Mon to Friday. Subject to Customer demand, it is possible that the TOC may be expanded into a 7 x 24 hour operation in future. Preference will therefore be given to candidates who accept the premise of OOH shift work, albeit with a trigger of extra allowances if this came to pass.

The successful candidate will possess the ability to:

  • Build a thorough understanding of end to end Smart Meter infrastructure, messaging syntax and Operational Performance Regime (SLAs and KPIs).

  • Raise and assign Incidents when anomalous system behaviour or degradation is identified.

  • Precise written and verbal communications skills are essential.

  • Support DCC Service desk with Customer Incident escalation calls and provide mentoring to front line agents.

  • Work with internal functions and Service Providers to continually refine DCC's monitoring capability in terms of pro-activity, diagnostic accuracy and responsiveness.

  • Provide technical support, feedback and insight to Knowledge and Problem Management teams, particularly when new code or product is released into the Production environment. Track the effectiveness of defect fixes through 'before and after' Proving assessments and document findings.

  • Oversee Production Proving checks and Operations 'Red Line Tests' as part of Disaster Recovery (DR) exercises and Release upgrades.

  • Review weekly BI/MI performance reports, correlate outputs with the monitoring toolsets and input to corresponding Problem or Incident tickets as appropriate.

  • Ensure both Service Providers and Customers conform to SMKI Post Commissioning Obligations (PKI certificate swap-outs) through assessment of Service Audit Trail (SAT) and DSP exception reports. Raise Incidents to track corrective actions as appropriate

  • Ability to communicate with all levels and external stakeholders, including non-technical audiences.

  • Analysts will be privy to comparative, market sensitive Customer operational performance data, so must act with highest levels of discretion and integrity.

  • Represent Tech Ops at Customer service forums.

  • Deputise for the Manager of Technical Operations as required.

Desirable Experience:

  • A credible subject matter expert with good knowledge of ITIL principles.

  • Specific IT support experience in a complex multi-supplier, multi-client environment is preferred.

  • Must be a well-organised and a diligent documenter, able to assemble a comprehensive and clear explanation of IT issues.

  • Excellent stakeholder management and presentation (oral and written) skills.

  • An ability to build trusting relationships with Industry and UK Government Regulators.

  • Experience working in a team-oriented, collaborative environment.

  • Formal STEM qualifications are deemed advantageous

  • Working knowledge of REMEDY trouble ticketing system

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday, a 10% discretionary bonus, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.

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