We are a technology business operating in the global energy sector.
ENSEK have become the go-to option for top energy suppliers across the globe. Why? Because our technology is a significant step change away from the legacy systems that have historically dominated the market. It’s also massively cheaper to adopt the ENSEK solution, with no loss in customer service or standards.
But by far the biggest reason why ENSEK is the best choice in energy supplier software, is because of the people who work here and their endless enthusiasm, energy, and the way they support their colleagues. All our clients comment on what great people we have. Our people are our superpower.
That is where you come in.

TECHNICAL & SOFT SKILLS

• Analytical Problem-Solving: Ability to logically assess, question, and resolve complex issues with a structured approach.
• Adaptability: Capable of responding swiftly to changing demands and conflicting priorities in a dynamic environment.
• Time Management & Organisation: Effectively plan, prioritise, and manage workloads to achieve goals efficiently.
• Continuous Learning: Eager to develop new skills and techniques in technical and process support.
• Customer-Centric Approach: Dedicated to delivering high-quality service and ensuring customer satisfaction.
• Technical Proficiency: Strong technical mindset with broad expertise in troubleshooting and system optimisation.
• Database Management: Deep understanding of relational databases, particularly MS SQL, including administration, query writing, stored procedures, and performance tuning in enterprise environments.
• Cloud & AWS Knowledge: Awareness of cloud technologies and services
• Documentation & Knowledge Sharing: Skilled at creating detailed and structured documentation to support knowledge transfer.
• Service Management Frameworks: Strong grasp of ITIL service management principles and Agile delivery methodologies.
• Application Performance Monitoring (APM): Extensive knowledge of APM tools, preferably Datadog, for system performance tracking.
• IT Service Management (ITSM) Tools: Experience using ITSM platforms, preferably ServiceNow, for incident and request management.
• Communication & Collaboration: Excellent interpersonal and communication skills, with the ability to work effectively both independently and within a team.
• Stakeholder Engagement: Strong stakeholder management and influencing abilities, ensuring alignment and collaboration across teams.
• Commitment to Excellence: Striving for high standards, continuous improvement, and taking pride in delivering quality outcomes.

ROLE SUMMARY

The Prod-Ops Engineer plays a pivotal role in maintaining and enhancing IT services, ensuring efficiency, reliability, and swift incident resolution. This position provides operational support within a specific service portfolio, contributing to service stability and improvement.

KEY RESPONSIBILITIES

• Service Expertise: Develop a deep understanding of the assigned service, acting as a subject matter expert and collaborating with the wider team to share knowledge and support skill development.
• Troubleshooting & Incident Management: Identify and resolve technical issues, proactively mitigate common failure scenarios, and serve as a technical escalation point to ensure rapid incident resolution within agreed SLAs.
• Documentation & Knowledge Sharing: Maintain runbooks, update knowledge articles, and document fixes to enhance service continuity. Capture Standard Operating Procedures (SOPs) and application architecture for internal knowledge sharing.
• Observability & Monitoring: Utilise observability tools to track performance, detect potential issues, and proactively address emerging risks.
• Operational Support & Automation: Execute large-scale bulk activities efficiently while identifying and driving opportunities for automation.
• Collaboration & Knowledge Flow: Work closely with Service Managers and Level 2 and 3 Engineers to facilitate knowledge sharing within service communities. Provide coaching and mentoring across the team, promoting best practices in all aspects of operations.
• Small Change Delivery: Lead small change initiatives and programmes of work, ensuring high-quality execution and measurable value delivery.
• Technical & Process Improvement: Recommend and drive enhancements across the supported architecture, leading large-scale improvement initiatives while ensuring adherence to change processes.
• Continual Service Improvement & Problem Management: Assess and refine technical solutions and internal processes to optimise performance. Identify and implement incident prevention actions as part of service improvement efforts.