Technical Operations Analyst

Job Description

Technical Operations Analyst Ruddington Competitive Salary plus benefits The Role: The DCC is actively seeking a skilled, determined, and motivated Analyst to join this prestigious team.This is a 24x7 shift based role and it is fully office based. The working pattern is a 4 shift on, 4 day off rotation. The shifts will be 2 days (7am to7pm), followed by 2 nights (7pm to 7am). The successful candidate will become the point of contact on days and accept full responsibility for the activities undertaken within the team whilst on shift. The role of the DCC Operations is to ensure this large and complex IT infrastructure is meeting the service needs of the Energy Industry whilst simultaneously satisfying the ‘economic and efficient’ financial objectives set by the Regulator (OFGEM). The numberof Service Users could vary from between 50 to 200 depending on interest and new entrants into the market, but it’s anticipated that there will be 40,000 Field installs per day at peak deployment. The DCC has no direct contact with consumers but provides a B2B operation interacting with the service desks of Users. It has put in place the shared data and communications infrastructure necessary for smart meters to: Operate consistently for all customers regardless of their energy supplier. Provide smart metering data to network operators (e.g., National Grid) in support of smart grids. Deliver precise usage data to consumer switching businesses. Allow authorised third parties to provide consumers with information they have requested, such as how they can reduce their energy usage. What youll be doing: Your primary function will be to monitor the performance and health of the Smart Metering Network from a service level point of view. Operational Performance Metrics will also be monitored daily to ensure that our obligations are met. This will be done via service dashboards, Production Proving tools and performance reports. You will be able to interpret anomalous events and/or diagnose service degradation, then provide Operational support to all stakeholders by providing data insight and technical support, these include our Incident, Problem, Change and Customer Service Managementteams. You will assist the Major Incident Management procedure to restore normal service operation as quickly as possible to minimise the impact to business operations and customers. You will also provide technical support to the Service Centre on new and ongoing incidents. You will support new customers with their onboarding onto the DCC network and their first meter installations, to ensure capability and functionality is delivered. You will undertake secure and critical tasks for Core Operations, such as supplying data for Supplier of Last Resort events (SoLR), Anomaly Detection and any other requested events. Be the front door to undertake simplified work orders, providing data analysis and insight before handing off any complex work orders to the Data Science team. Provide communications via regular reports to stakeholders on the health and performance of the network. In the role of Technical Operations Analyst, you will work closely with other DCC Operations functions, our Service Providers and Customers toensure that the DCC’s systems and platforms are working optimally. This is an exciting opportunity in a dynamic environment with a multi-layered systems landscape making the task of maintaining service integrity more challenging. Following a suitable induction and training period, you will be able to understand Service Request processing and system error messaging and provide 1stand 2ndline assistance to DCC Service Desk in triaging complex faults. TheDCC’s infrastructure and supply chain is complex and a demonstrable ability to assimilate a significant volume of technical and process detail is required.Previous IT, Network, Application support/experience (in a TOC/NOC/Service Desk environment) andunderstanding system components - Databases, Load Balancers, Servers, Firewalls, Wide Area Networks, is not essential but beneficial. You may be required to present to customers on site, at their offices or at forums. What were looking for: Stakeholder Management skills. 2 years + experience in a monitoring environment (NOC/ TOC) or highly skilled Service Centre. An understanding of end-to-end Smart Meter infrastructure, messaging syntax and Operational Performance Regime (SLAs and KPIs). Ability to work with internal functions and Service Providers to continually refine DCC’s monitoring capability in terms of pro-activity, diagnostic accuracy and responsiveness. Ability to communicate with all levels across the business and external stakeholders, including non-technical audiences. Understanding of the Incident Management process, to be able to support, monitor and report on, and then communicate issues to the Head of IM. Ability to act as the first point of escalation for incidents from the Service Desk Manager or any other Operational stakeholder. Ability to engage Problem Management team in chronic / repeat issues investigations to support Root Cause Analysis (RCA) providing input as required. An ability to interpret raw data into trend analysis and then provide insight, analysis and context to internal and external stakeholders. An ability to Operate as a 2ndline escalation point for 2ndline queries and complex problems from the Service Desk. Ability to raise and assign incidents when anomalous system behaviour or degradation is identified. Discretion and integrity as Analysts will be privy to comparative, market sensitive Customer operational performance data. Mentor junior members of the team. Preferred experience in: ITIL principles. A valid Security Clearance or willing to be Security cleared. Data Analytics, meaning you are focused, and have a drive to learn new skills, provide outstanding customer service and determination to identify and resolve issues. Experience working in a team-oriented, collaborative environment. Knowledge of incident and request ticketing systems. Basic Knowledge of SQL code and Sequel Management Studio. Knowledge of Elastic Infrastructure Monitoring. Understanding or experience with AWS tooling. Understanding or experience with Azure tooling. Good knowledge of Microsoft windows applications. Good knowledge of Customer Experience teams and their requirements. Have a real desire for Continuous Service Improvement. About the DCC: At the DCC, we believe in making Britain more connected, so we can all lead smarter, greener lives. That desire to make a difference is what drives us every day and it wouldn’t be possible without our people. Each person at the DCC brings a special kind ofpower to the business, and if you