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Technical Operations Manager

Date: 14-Aug-2019

Location: BURY *, GB

Company: Telefónica S.A.

Technical Operations Manager – Tesco Mobile

Please note location can be Leeds, Bury, Welwyn Garden City or Slough


About Us

Tesco Mobile is an MVNO (Mobile Virtual Network Operator) and joint venture between O2 (Telefonica UK) and Tesco. Launched in 2003 it has grown rapidly to become the UK`s largest MVNO with a customer base of 5.0m (2018) and 99% network coverage in the UK. We have an award winning customer care service and in 2016 won "Best Value Pay Monthly", "Best PAYG Network" and "High Street Retailer of the year" at the uSwitch Awards.


About The Team

The Operations Team is a cross-functional team, comprising of a combination of both Tesco and Telefonica UK people who combine to ensure a robust business support model which covers five primary functions. Network Operations, Supply Chain, Joint Venture, Supplier Management and IT Service Management.


About The Role

The role will report into the Head of the Technical Operations Team. You will support the IT Service Management Cloud Hosting, Monitoring & Capacity Strategies, working closely with key internal stakeholders, supporting the performance of key systems/services. This will involve working alongside JV partners, external suppliers/vendors and the Tesco Mobile in-house DevOps Team. You will provide technical capacity and monitoring support for projects and Run & Operate activities which impact the key Tesco Mobile Customer Journeys. You will work with the internal team to provide application level support & development for various internal ITSM Tools. This will involve working with the wider ITSM team in the following areas:


  • Service Monitoring
  • Capacity Management
  • Cloud Hosting
  • ITSM Tool Management & Configuration
  • Knowledgebase Management & Configuration



Key Responsibility’s


Service Monitoring

  • Working with the internal and external development teams to manage and evolve the in-house Service Monitoring Programme across all key Tesco Mobile systems, services and suppliers.
  • Ensure that key system architecture is documented, mapped and managed across data flows and that strict monitoring is in place via either connectivity flows or Customer Journeys


Capacity Management

  • Working with the internal and external development teams to manage and evolve the in-house Capacity Management Programme across all key Tesco Mobile systems, services and suppliers


Cloud Hosting

  • Support the performance of the cloud environment ensuring the latest software & security patches and software upgrades are applied
  • Support the operation of cloud platform components in test and production working with 3rd parties to resolve problems


ITSM Tool Management & Configuration

  • Support the Business Owner with developing the current ITSM Tools, license procurement, liaising with 3rd party suppliers and the Tesco Mobile Commercial team
  • Support the Business Owner with managing the design, configuration and support for the existing ITSM Tools within the IT Service Management area



Key Stakeholders

Operations Service Desk team

  • Providing enhanced support around Service Availability to the Operations Service Desk team

In-house DevOps Team

  • Work closely with the Tesco Mobile in-house DevOps team, supporting design projects, live hot fixes, incident and problem cases

Head of IT Service Management

  • Providing regular updates and status reports to Head of Tesco Mobile IT Service Management

Business Stakeholders & Suppliers

  • Ability to manage Business Stakeholders at all levels, capturing key business requirements and providing regular status updates



Essential Skills & Experience

  • A motivated self-starter able to work within a small team environment and has the ability to manage personal workloads, with an aptitude for innovative thinking
  • Experience of working with Stakeholders at all levels. Strong communication skills and the ability to articulate Service Management strategies across the business
  • Should have a good understanding of IT Infrastructure platforms, service/system components, IT design & development with good knowledge of data flows
  • A good knowledge of cloud hosting environments (ideally AWS & Azure)
  • Strong technical capability, able to support the Operations Service Desk Team on a second line support level


Desirable Skills

  • Application & Software development, knowledge of JIRA/Confluence, Opsview, Splunk or similar technologies would be desirable
  • Strong Process Improvement skills are preferable, ideally knowledge of 6sigma or DMAIC techniques
  • Knowledge and/or qualification of ITIL and Agile methodology



This is a chance to work for one of the most sought after UK companies highly regarded for its community model.

In return for your outstanding efforts, you’ll be rewarded with a competitive salary and excellent benefits. We believe that hard work should be supported and recognised.  This position plays an important role across the business, allowing you to work cross functionality, take on more responsibility and gain experience, which will greatly benefit you in the future