Business Unit: Chief Operating Office
Career Direction: Digitising Our Future
Role Focus: Technology Operations Peer Group: Team Leaders and Analysts (B)
Salary Range: £28,800 - £43,200 per annum
Location: UK Hybrid - with regular on rota travel to Newcastle hub
Contract Type: Permanent - Full Time

• Provide first-level support for all internally hosted platforms and applications.
• Ensure that all customer-facing services and critical end-to-end processes are monitored in real-time and to a high standard. Take an active role in the continual service improvement methodology to maintain their effectiveness on platforms including Service Now, App Dynamics, Kibana, Runscope, Dynatrace, Splunk, and SCOM.
• Provide first-level support on all internally hosted platforms supporting organisational services including IBM, Windows, O365, Fujitsu, Oracle, Unix, EMC, RHEL.
• Liaise with 3rd party and cloud providers to identify issues and perform recovery actions (e.g., IBM, Voca, Bacs, Payport, Mastercard, Arcot, BT, Fircosoft, Fiserve, Williams Lea, Microsoft, Oracle, AWS).
• Provide high-level support and expertise on various mainframe job schedulers including TWS, Helmsman, Control M, and Oozie.
• Influence current standards and own initiatives to drive improvements on these platforms.
• Attend various forums to represent the team and influence decisions to support best practices (e.g., Project, Service Introductions, CAB, BT TAB).
• Complete daily, weekly, and monthly tasks via corresponding route sheets.
• Ensure alert management process is followed for all service issues.
• Ensure appropriate handovers are carried out to other Technology Operations analysts, Technical, and Service Management Teams.
• Partake in regular team meetings on shift, providing feedback to the Team Coordinator.
• Input to your own appraisal in accordance with PMF guidelines.
• Take initiative and implement value-add activities wherever possible to improve processes or procedures.
• Deputise for Team Leader, attending relevant update meetings (Incidents, MIRs, etc.), when required.