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Service Cloud Engineer - Smart Metering

Date: 29-Jan-2023

Location: SLOUGH, GB

Company: Telefonica S.A.

Location: Slough/Leeds/Northampton

 

 

It matters to us that Team O2 is as diverse as the communities we serve. 

We welcome and encourage people from all backgrounds to apply.   

Whoever you are, O2 has a place for you. 

Come join us.

 

 

About the Team:

The SPMC Smart Metering Team are responsible for monitoring and troubleshooting of our Smart Metering solution. The team are the first touchpoint for service management a gateway into the rest of the networks team.

 

The prime role is to provide front line operational capabilities – from a front-line perspective in a 24x7 NOC environment, monitoring live operational alert screens and dashboards, raising trouble tickets, and resolving faults where possible and managing the escalation process where required. Our purpose is to react to issues quickly and minimise the impact to our customers. We proactively drive improvements in our services, with customer experience at the heart of everything we do.

 

About the Role:

With your technical expertise, you will oversee the Smart Metering platform that makes up the ‘Smart Metering infrastructure.’ The unique design encompasses many technologies from a diverse vendor set. As we move towards a Cloud platform you need to ensure that availability and performance targets, set out to deliver business critical services, are responded to in a timely manner. For the cloud platform and for those services that remain on premise, it is essential to put the customer at the forefront of everything that you do, ensuring that any decision made is in the best interest of the customer experience. You will be working in a 24x7 environment on a variable shift pattern.

 

Key Responsibilities:

  • Assess and act up on alerts or alarms (Service, Performance or Customer) to protect our customer experience.
  • Resolve or escalate any loss of or degradation of service
  • Raise appropriate incident records, assign to the right resolution team or supplier, ensuring no duplication.
  • Monitor and analyse a wide range of Service KQIs and Performance KPIs and information. You will identify changes and trends so we can proactively act before our customers are impacted.
  • Assimilate, correlate, and analyse service affecting information from multiple sources and tools to make decisions that are effective for our business and our customers, using judgement to prioritise where needed
  • Champion the experience of every customer by influencing key stakeholders and partners to understand the impact and deliver requirements in a timely manner
  • Ensure SLA targets are achieved for all activities, recognising when and where to escalate risks or issues
  • Undertake ad hoc service investigations as required, providing findings, and suggesting improvements as appropriate
  • Be initiative-taking and identify continuous improvement opportunities to enhance our monitoring and customer experience

 

What We Need from You:

  • Experience in a first line monitoring role
  • Good understanding of cloud components and concepts
  • Experience of Linux/Unix infrastructure and applications
  • Strong customer focus and communication skills, with the ability to discuss information in both technical and non-technical ways
  • An inquisitive, analytical mind, able to make sense of multiple sources of information and data paying a keen attention to detail
  • Excellent communication and influencing skills
  • Determination to solve problems
  • The ability to remain calm under pressure and manage a workload, prioritising appropriately
  • Azure Cloud experience - (desirable)
  • Azure monitor - (desirable)
  • Experience of dealing with the following systems - Cisco Nexus; ASA; F5; RHEL; Dell; HP; Oracle; Checkpoint and Bluecat (desirable)
  • BMC TrueSight experience (desirable)
  • Previous experience with high availability applications, infrastructure, monitoring, and logging tools (desirable)
  • ITIL4 Foundation (desirable)

 

 

We’ll be sending you emails about the status of your application. To make sure you receive these, please add @O2.com and @telefonica.com to your Safe Senders list.

 

We’re looking to pay a great compensation package (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.  

 

Also, every employee has their personal development supported with a LinkedIn learning account; plus other role specific learning available through our award-winning digital learning platform - O2 Campus. 

 

We also believe a great work-life balance is important, so we’re open to considering flexible working arrangements. Like to know more, feel free to raise it.  

 

Join us and we’ll encourage you to be bold every day. So take a deep breath, your career is about to go to exciting new places. 

 

If you have any questions around the role then please email ResourceTUK@o2.com who will be happy to help.