OPE Operation monitoring Engineer

SBS are recruiting for a Technical Operator to work with our Managed Services team. This is a key service, working within live production environments, and attention to detail, quality and getting things right first time are essential.

The Technical Operator role is to provide scheduling and monitoring of automated batch jobs, setting up new schedules and managing changes for our customers normal business activity as well as projects.

After an initial training period, due to the nature of the work there is a shift pattern.

For UK colleagues , there are 2 shifts working Mon-Fri, UK early shift 07:00 15:30 and day shift 09:30 18:00. There is a night shift working Mon-Sat, Mon-Fri 17:30 01:00 and Sat 16:30 01:00. This is currently structured as 1 week early shift, 1 week night shift followed by 3 weeks of day shift. This pattern can be subject to change as per business requirements

For Noida colleagues there are 2 shifts working Mon Fri, Indian day shift 04:30 13:30 (UK time). UK day shift 09:00 18:00. There is a night shift working Mon-Sat, Mon -Fri 17:30 01:00 and Saturday 16:30 01:00 (UK time). This is currently structured as 1 week night shift, 1 week UK day shift and 2 weeks Indian day shift. This pattern can be subject to change as per business requirements.

As the ideal candidate you will:

1. Have minimum of 2 years working in an IT Operations role
2. Be an excellent team player, but able to work independently when required
3. Ability to manage own workload
4. Flexibility in working hours, and prepared to work on a rolling rota
5. Meticulous attention to detail
6. Strong verbal and written communication skills, with both internal and external clients
7. Positive attitude to trying out different things and offering innovative solutions

The roles key responsibilities are:

1. Working with the Service Management tool, to ensure the workload is monitored and actioned when required
2. Resolving, progressing or escalating calls appropriately and in line with customer SLA s
3. Using the Batch Scheduling System to configure and define customer batch jobs in line with customer and regulatory requirements and maintaining documentation accordingly
4. Assist the smooth transition from testing to production support mode
5. Adhere to the company s change process whenever a modification is required on customer systems
6. Working in conjunction with other Sopra teams as per customer and workload requirements
7. Provide regular updates, escalating where applicable, to the Operations Team Leader and customers on urgent issues, following the Critical Incident Management process
8. Provide feedback into quality initiatives and service improvements to ensure the quality of product or service is maintained and improved upon
9. Supporting the team WIKI, producing knowledge articles and updating and maintaining documentation and procedures
10. On a rota basis, ensure all Operations reports and statistics are kept up to date and issued accordingly
11. Ensuring day to day jobs are executed and communicated accordingly

Total Experience Expected: 01-02 years