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Smart Meter Senior Technical Specialist

Date: 25-Jan-2023

Location: SLOUGH, GB

Company: Telefonica S.A.

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.


Job grade: PCGU / VM Level 5

Location(s): Slough OR Leeds (Hybrid)


About the team


The Smart Meter Triage team is part of the Telefonica “Wholesale Service Management” team.
My team focus solely on triaging incidents in Smart Meter services queue.
We are responsible for the live service, customer experience and triage analysis and issue resolution contribute to contract obligations and Performance measures.

About the role


This is a new opportunity with the existing Smart Meter Operations Triage team.
As a Senior Analyst there will be responsibility to lead some of the more complex and challenging activities, along with supporting and helping to develop a strategy to continue the evolution of our technical capability. The Triage team have the responsibility of triaging incidents and assign to the appropriate party.  
We work with DCC and Service Users to resolve any pain point.

We are ‘customer led’ and deliver a framework where we knowingly deliver excellent customer services and experience.
Managing internal and DCC Stakeholders, ensuring timely triage on incidents and collaborating with Internal TEF Operational and Program teams are key elements of the role.

Key Responsibilities


Your role is to support the Triage Team Lead in day-to-day operations of the Smart Metering Triage service.

Your key responsibilities include:

1.    Capture information to support the resolution of incidents.
2.    Triage and document incidents
3.    Provide live support and occasionally onsite support.
4.    Support service management and technical teams to identify and implement workarounds and deliver fixes to production systems.
5.    Build relationships with customers and our internal suppliers
6.    Upskill people in specific technical domains, create support tools to improve and streamline triage
7.    Leading and managing people (as appropriate)

This section gives you more information about your responsibilities- 


1.    Capture information to support the resolution of incidents.
a.    Ensure incidents have correct and sufficient details for resolver to understand and investigate

b.    Have clear and concise update for next action
c.    Escalate high impact issues to Triage Lead and/or Service Management


2.    Triage and document incidents
a.    Document any findings within the Remedy and ALM defect to help the technical teams to resolve similar incidents in the future
b.    Create work instructions for common incidents


3.    Provide live support and occasionally onsite support.
a.    Triage issue during live support call remotely 
b.    Onsite support includes capturing ZigBee traces to do live triage locally.  Ensure sufficient traces is captured for further investigation and analyse the captured traces to identify HAN issues


4.    Support service management and technical teams to identify and implement workarounds and deliver fixes to production systems.
a.    When issue is identified, support Service Manager to work with problem owner to find workaround
b.    Create business impact 
c.    Quantify or estimate number of devices impacted


5.    Build relationships with customers and our internal suppliers.

iii.    utilise the range of development options available
iv.    receive regular feedback on performance

Key Skills/Experience 


Knowledge/ Skills/ Experience

•    Demonstrable passion for service excellence. 
•    A strong team player, but also someone who is prepared to stand up for what they believe is right for the customer.
•    Influence peers, junior analysts and senior stakeholders with technology acumen and understanding of smart metering processes
•    Good stakeholder management skills acquired from many different experiences
•    Anticipates customer (internal/external) requirements to build and maintain long term relationships
•    Understand what great triage looks like and pre-empts issues before they arise by investigating upfront
•    A problem solver who reaches beyond technology to find innovative solutions 
•    Ability to convey complex problems in a simple and concise way, either in presentations, emails or technical discussions


Segment Specific Knowledge / Skills/ Experience

•    Engineering background (preferably Computer Science)
•    Programming in scripting language – preferably Python (as previously developed tools) or equivalent
•    Database SQL query
•    Concept of OSI model
•    Understanding of synchronous and asynchronous request
•    Experienced with data structure - type-length-value, ASN.1, DLMS, or equivalent
•    Usage of protocol analysers
•    Experience or knowledge in either network protocols – telecoms mobile network architecture- 

or short range protocols – such as ZigBee or Bluetooth 
•    Triage or development role on software embedded devices (nice to have)
•    Experience in triage activities performed for smart metering (nice to have)
•    Usage of Unix commands (nice to have)
•    Power BI (nice to have)


Key Stakeholders


There will be minimal amount of travel required. Offsite Telefonica meetings, customer meetings where applicable, potential supplier meetings and site visit with installation engineer.



We’ll be sending you emails about the status of your application. To make sure you receive these, please add and 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 who will be happy to help.