IT Operations Centre Team Leader

Job description

ENGIE are recruiting for an IT Operations Centre Team Leader to be based in Newcastle. This is a permanent full time role working 37.5 hours per week. Complex work pattern between 06:00 am - 23:00pm Monday _ Friday. On offer is a competitive salary.


As a member of the wider Infrastructure & Operations team, the IT Operations Centre Team Leader is responsible for a team of IT Operations Centre analysts whose main deliverables are the proactive monitoring and patch management of ENGIE UK IT Services.

Furthermore, as both this role and the team is a new function to ENGIE UK IT, there will be emphasis for this role to contribute in defining and shaping of the scope, deliverables, toolsets and processes associated with this team. 

The success of the team as a whole will be measured not only by pre-defined KPIs but overall customer satisfaction of our user base. This will be achieved by establishing the right processes, procedures and interfaces between the appropriate ITIL processes, suppliers, business partners and internal support teams. This will be complimented with the requirement to go looking for, identify and resolve issues that exist in the delivery of IT Services.

This role will require a strong analytical thinker who enjoys solving problems and thrives in a high-pressure environment with shifting priorities. The IT Operations Centre Team Leader will need to assess multiple situations to determine tactical steps forward alongside leading a team in implementing a strategic plan.

Key Accountabilities: 

Leadership of the IT Operations Centre Function:

·  Ensure that Engie UK IT Services are being proactively & re-actively monitored
·  Planning and scheduling of server patching within the defined patching windows
·  Ensure scheduled review of Back-Up logs, taking the necessary steps to address failures
·  Escalate and manage incidents to ensure quickest service restoration time
·  Take ownership, triage and take through to resolution, issues that have been escalated, pulling in suppliers and internal resolver groups where necessary 
·  Configuration of tool-sets to optimise operations and to incorporate new CIs brought into scope
·  Analyse potential trends to drive down repeat incidents
·  Instigate Major Incident Management when required as part of a Engie UK IT Incident Management Process
·  Work closely with Infrastructure Teams to coordinate patching schedules 
·  Work closely with IT Change Management to ensure the correct approval and visibility of the team’s scheduled and unscheduled activities
·  Work closely with Service Transition to ensure an ever-changing scope is captured within the tool-sets and team’s activities
·  Overall responsibility for the team’s incident queue within the Service Management tool 
·  Ensure a series of defined proactive daily checks are undertaken with appropriate action taken when required
·  Ensuring correct escalation of incidents to the appropriate 3rd party provider or internal resolver group
·  Define fault finding procedures within the team
·  Identify and implement service improvements based on service trends and feedback from the team interfaces 
Leadership of the IT Operations Centre Team:

·  Responsible for the leadership of a team of 8 IT Operations Centre Analysts operating a shift pattern that covers 06:00 to 23:00 Monday to Friday
·  Scheduling within the team to ensure correct coverage of team members to provide appropriate cover
·  Lead, manage and motivate the team members
·  Act as a point of escalation both from within the team or for customers or suppliers
·  Review current workloads of the team and task allocation within the direct reports
·  Hold regular appraisals
·  Encourage knowledge sharing and participation within the team to ensure the team deliver an excellent customer experience
·  Involvement in the transition of new IT Services into support ensuring the team are kept informed
·  Ensure that IT Operations Centre work areas such as build areas are kept tidy
·  Provide reporting on the performance of the team’s activities
Outcome, Results and Key Performance Indicators: 

·  Improved stability of IT Services 
·  Improved proactive identification of IT service impacts 
·  Maximum possible IT service availability and performance
·  Improved change success and reduced incidents caused by change
·  Improved communication and management of IT service related Incidents
·  Improved visibility and communication in relation to scheduled and unscheduled patching tasks
·  Continual Service Improvement – measurement of Services – SLAs/OLAs
·  Improved data quality in the CMDB 
Dimensions of Job: 

·  Role may require limited UK travel 
·  Full accountability for own technical work or operational responsibilities
·  Receives assignments in the form of objectives
·  Establishes own milestones; work is often self-initiated
·  Is held fully accountable for actions taken and decisions made
Influence:

·  Influence teams and individuals ensure desired outcomes
·  Ownership of own work and delivery to meet project and objective deadlines
Providing Direction:

·  Providing direction to others in both formal and informal situations
·  Escalate as required to ensure excellent quality of changes
Follow-up and Monitoring:

·  Own the reporting of changes against targets and take actions to resolve where necessary
Complexity:

·  Works to applicable industry standards and corporate processes
·  Understand and make decisions that are influenced by business complexity 
·  Ability to assess complex issues by establishing the points of relevance allowing a solution to be delivered.
Business skills:

·  Advises on the available standards, methods, tools and applications in own area of specialisation and can make correct choices from alternatives
·  Can analyse, diagnose, design, plan and execute work to time and quality targets 
·  Communicates effectively, formally and informally, with colleagues
·  Clear understanding of the relationship between own area of responsibility to the organisation and takes customer requirements into account when making decisions
·  Takes initiative to keep skills up to date
·  Maintains awareness of developments in the industry
·  Flexible approach to business requests
Key Relationships: 

·  Part of the ENGIE UK IT Infrastructure and Operations team 
·  Actively engaged with the Service Management Team – Change, Service Delivery, Asset and Config, Service Transition, Problem Management 
·  Actively engaged with the infrastructure teams – 3rd Line, Engineering, Network Teams  
·  Actively engaged with the ENGIE UK IT Applications team and project teams.
·  Work closely with the ENGIE UK IT Service Desk 
·  Engage with external partners (suppliers and other IT departments) as required
·  Engage with users and business representatives as required
·  Provide backup to other members of the team when required
Behavioural Capabilities: 

·  Customer orientated – Attentive and responsive to customer (internal and external) concerns
·  Assertive – able to ensure the correct process is adopted throughout the organisation.
·  Communicating effectively: good oral and written skills with the ability to explain complex issues succinctly and with clarity, both in writing or orally 
·  Results Oriented – Identifies, confronts and overcomes barriers to successful completion of a task or project
·  Problem Solver – Identifies patterns and can help develop solutions
·  Ability to influence and use tactful assertiveness to achieve required goals
·  Attention to detail: applying quality standards to all tasks undertaken and ensuring that nothing is overlooked 
·  Information acquisition: identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps
·  Goal orientation: maintaining focus on agreed objectives and deliverables whatever the circumstances
·  Interacting with people: establishing relationships and maintaining contacts with people from a wide variety of backgrounds
·  Organisational awareness: understanding the hierarchy and culture of the organisation
·  Persistence: meeting targets and fulfilling agreements even under adverse circumstances 
·  Energetic and resilient
·  Strong value set, professional in approach and behaviour
·  Self-starter, shows initiative and commitment to continuous improvement, challenging the assumed ‘normal’ practices
·  Keeps knowledge current and shows commitment to continuous learning
·  Ability to work as a team member with a strong focus on outcomes that ensure best results for the business
·  Collaborative and open in style, with sound and balanced judgment
·  Flexible and adaptable
·  Actively identifies problems and presents viable solutions
·  Conducts work while being fully aware of, and complying with, health & safety, environmental and security responsibilities
Knowledge and Skills: 

·  Knowledge and experience of system and network infrastructures such as LAN and WAN network technologies, server virtualisation, enterprise storage area network (SAN) and backup, enterprise performance and fault monitoring tools.
·  Strong ability to diagnose server or network alerts, events or issues
·  Understanding of common IT infrastructure technology and best practice
·  Strong understanding of how operate within an ITIL environment with emphasis on Incident, Problem, Change, Asset, Configuration, Event management and Service Transition
·  Excellent time management and organisational skills, and ability to handle multiple concurrent tasks and work packages with minimal supervision
·  Determining and reporting on KPIs in relation to monitoring, event management and patching schedules 
·  Knowledge of project management methodologies and techniques
·  Good oral and written communication skills and ability to address conflict with others constructively
·  Experience with Disaster Recovery plans and related technologies
Must know or learn:

·  In-depth knowledge and understanding of the ENGIE UK IT Service Management processes (based on ITIL)
·  Basic understanding of ENGIE UK IT Project Management methodology (based on PRINCE2 and Agile)
·  Basic understanding of ENGIE internal control framework (INCOME) For more information about ENGIE please visit:http://www.engie.com/en/candidates-area/

·  Previous experience in a similar role, ideally 3-5 years
·  Graduated from IT related fields 
·  ITIL certification – ‘ITIL Foundation’ minimum
·  Network & Security qualifications 
·  Microsoft Server Qualifications (MCP)
·  Any additional IT certification (e.g. PRINCE2) or vendor certification is a plus  Experience:

·  Substantial experience of working with data centre technology within a large corporate environment with an emphasis on Network and Service Operations Centres (NOC / SOC) 
·  Managing and supporting network and server infrastructures
·  Use and configuration of patching technology and best practice (Including SCCM, WSUS)
·  Use and configuration of monitoring technology and best practice (Including SolarWinds, LAN Sweeper)
·  Strong production of policies, procedures and documentation
·  Proven track record of leading a team including technical team members
·  Working with ITIL methodology
·  Experience in IT Service Desk environment with monitoring is a plus
·  Involvement with Disaster Recovery plans and related technologies
·  IT Service Delivery in a multiple technology domain For this role you must have evidence of right to work in the UK. There is no re-location package with this job role. ENGIE do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community.