Operations Engineer

Your career opportunity

Operations Engineering oversees IT service performance and operational continuity across critical applications and services. The role manages service levels, coordinates with internal teams and external vendors and provides a single point of contact across the ITIL service lifecycle - from strategy and design through transition, operation and continual improvement. You’ll work across operational delivery and change activity while partnering with teams such as Risk, Cyber Security, developers and Project Managers.

What you’ll do

• Manage IT service delivery to meet agreed service levels and performance standards
• Maintain end-to-end control of applications and services across DEV, UAT, Production and Contingency and ensure ongoing improvement
• Plan and implement service requirements such as evergreening and capacity upgrades and communicate service performance to Product Owners
• Update inventory tools to maintain accurate service and application information
• Act as the contact and escalation point between IT and business stakeholders for service-related matters
• Oversee incident, problem and change management processes in line with ITIL best practices
• Coordinate with production support teams to secure timely resolution of service issues
• Run service reviews and operational meetings and identify continual improvement opportunities

What you need to have to succeed in this role

• Bring substantial experience in IT service management, service delivery or software support
• Apply a strong understanding of ITIL framework and service management best practice including SLM, Service Continuity, Information Security Management and Change, Incident and Problem Management
• Use ITSM tools effectively including ServiceNow, Jira and Confluence
• Communicate effectively with business stakeholders, internal teams and external vendors
• Solve problems in a structured way and organise work to completion
• Deliver work in highly controlled, governed and regulated environments
• Partner effectively across teams and adapt to change while maintaining service focus
• Use strong English language skills in writing and verbally