Senior Operations Engineer

at  The Telegraph

ESSENTIAL SKILLS :

Experience in playing a leading role in project delivery, demonstrating ownership and the ability to work autonomously. A passion for customer service with considerable support experience (level 2/level 3) and an understanding of business workflows and processes, triage and escalation. The successful candidate will have an analytical approach, with good attention to detail and be able to provide analysis and troubleshooting on complex bespoke solutions. A team player with a ‘can do’ and ‘willing to learn’ attitude is essential.

• Operational knowledge of working in an ITIL based technology environment
• Administration experience of cloud based / SaaS productivity tools (such as Google Workspace or Office365)
• Administration experience of cloud based / SaaS Workforce Identity tools (such as Okta or Azure AD)
• Application onboarding
• User lifecycle management
• Profile sourcing
• Authentication protocols such as SAML and OIDC
• Demonstrable experience of the agile delivery methodology
• Good team working and communication skills
• Knowledge/experience of service desk tools to ensure tickets are accurately tracked, updated and closed in a time effective manner
• Ability to create and maintain documentation to a high standard
• Ability to evaluate risk and take appropriate actions
• Ability to self start, and prioritise to manage own workload/tasks
• Ability to work in a fast paced environment

ABOUT THE ROLE :

As Senior Operations Engineer you will be a respected and trusted source of knowledge, a subject matter expert in a team of engineers and delivery managers responsible for the delivery and support of TMG’s business facing applications in the Productivity and Corporate stack, with specific focus on, but not limited to;

• Google Workspace (G Suite)
• Okta Workforce Identity Management

Working in a build and run structure the team promotes the ongoing improvement of these services by providing engineering resources for project work, as well as BAU and 2nd/3rd line support of a user base approaching 1700 with both office and remote working.

KEY RESPONSIBILITIES :

• Provide 2nd/3rd line support and perform BAU tasks on supported systems
• Configuration, maintenance of supported systems
• Creating and maintaining documentation and a knowledge base for supported systems
• Monitoring systems/daily checks to identify potential issues early and prevent incidents from happening
• Triage of operational issues and escalation to both other internal teams and product vendors
• Analysing trends in monitoring/incidents to provide ongoing improvement
• Cross training/knowledge transfer to other team members, including mentoring of those more inexperienced
• Representing the department during incident review meetings, escalations from business units and if required during meetings with 3rd party suppliers and service providers
• Working on projects introducing new technologies and workflows into business as usual (BAU) operations
• Working with other technology team members as appropriate to determine root cause, solutions and service improvements
• Building and maintaining positive working relationships with Technology team members, 3rd parties and business units
• Site based cover during core hours (currently 08:00-18:00hrs) on a 8hr shift basis - weekdays
• Out of hours and weekend cover where required by the business
• Provide 24/7 on call support on a rotating shift basis across the team
• Engage in ‘outreach’ activities to promote the department internally and The Telegraph externally

Experience in playing a leading role in project delivery, demonstrating ownership and the ability to work autonomously. A passion for customer service with considerable support experience (level 2/level 3) and an understanding of business workflows and processes, triage and escalation. The successful candidate will have an analytical approach, with good attention to detail and be able to provide analysis and troubleshooting on complex bespoke solutions. A team player with a ‘can do’ and ‘willing to learn’ attitude is essential.

• Operational knowledge of working in an ITIL based technology environment
• Administration experience of cloud based / SaaS productivity tools (such as Google Workspace or Office365)
• Administration experience of cloud based / SaaS Workforce Identity tools (such as Okta or Azure AD)
• Application onboarding
• User lifecycle management
• Profile sourcing
• Authentication protocols such as SAML and OIDC
• Demonstrable experience of the agile delivery methodology
• Good team working and communication skills
• Knowledge/experience of service desk tools to ensure tickets are accurately tracked, updated and closed in a time effective manner
• Ability to create and maintain documentation to a high standard
• Ability to evaluate risk and take appropriate actions
• Ability to self start, and prioritise to manage own workload/tasks
• Ability to work in a fast paced environmen