Title: T echnology Operations Centre Duty Manager Department: Procode IT Location: Chandlers Ford Hours: 40 hours (shift pattern: 6am 3pm & 1pm 10pm) + On call Salary: £62,040 - £69,960 + 15% bonus scheme Are you an established Team Leader or Duty Manager within an IT Service Operations team?
Do you enjoy major incident management, as well as having the responsibility for organising teams across a 24/7 shift pattern?
If so, this could be the role for you!
About us We are a dynamic software company.
Established in 2006, with a vision of helping the energy and utilities sectors improve customer experience and lower their cost to serve, using smarter process automation.
Are you curious about what the future in tech holds?
Do you have the drive to want to deliver great solutions for customers?
Then we have an exciting opportunity as a TOC Duty Manager, where we aim to provide you with a uniquely inclusive and diverse workplace, which showcases the extraordinary in all of us, by enabling you to be the best you can be.
Our promise is to put customers at the heart of everything we do; its part of how we live and breathe at Procode.
Our hugely passionate workforce puts them at the heart of every decision we make.
What does this role involve?
You will act as the escalation point for major incident management, ensuring swift response, coordination and communication during critical incidents.
You will lead teams, including conducting 1:1 meetings and managing time rosters.
You will ensure that all requests are resolved in a timely manner adhering to the company Service Level Agreements (SLAs).
You will oversee and follow up on problem management activities, ensuring root cause analysis is completed and long-term solutions are implemented.
You will act as an escalation point for 1st and 2nd line support, addressing infrastructure events and end-user issues.
As well as fixing to support swift incident recovery.
You will collaborate with the Service Operations Manager to ensure team performance meets established standards.
Who are we looking for?
Your expertise in major incident management, will allow you to swiftly become an effective member of the team.
Your proven leadership skills in managing teams within an IT service operations area, will allow you to hit the ground running.
Your ability to act as an escalation point for 1st and 2nd line support, will allow you to further support the service operations function.
Your experience in resolving major incidents in a timely manner against SLAs, will be central in making this role a success.
To be successful in this role you will be required to pass an enhanced security vetting process.
This role will involve on-call working across a 24/7 period.
The shift pattern will alternate between 6am 3pm & 1pm 10pm and will include on call support for nights and weekends.
Our employees, just like our customers come from all walks of life , and were fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self.
Benefits - available from day one!
Bonus Scheme, made up of personal and company elements.
Career progression, were an expanding organisation .
25 days annual leave plus bank holidays.
Pension scheme, company contribution at 4% of your salary when you contribute 5% .
The opportunity to win tickets to major outdoor events including, gigs and shows at arenas around the UK.
Access for you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing.
We offer an EV car scheme.
Qualifying terms and conditions apply .
A health care scheme that includes dental, eye care, treatments, and diagnostics health consultations.
Death in service we pay three times your annual salary to your designated next of kin, giving them peace of mind should you sadly pass away during service .
Employee Assistance Programme with access to counselling support, legal and financial advice 24/7 365 days a year, as well as a GP line and Your Care.
We also offer all our staff a paid volunteering day every year.
Plus, the chance to be involved in various fund-raising opportunities.
The Luxion Group comprises of the following companies Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Services Ltd, Procode Technology Ltd and Canary Care Global Ltd.