Early Life Support Analyst
Capita plc
Cheshire , England , UK
13d ago

Overview of Function / Role

The smart DCC is at an exciting time, as it moves to both scale it operations and deliver major industry change programmes to underpin the UK Smart Meter rollout.

You will support its customers and end-consumers through this extended period of growth and change, the DCC is creating an Early Life Support team.

The team will be part of the Service Design & Transition directorate, within DCC Operations.

It will perform a critical Validate, Learn & Assure role, ensuring that DCC and its industry partners understand and operate new capabilities in an efficient, customer focused and compliant way.

What you will do

  • Be part of a team incubating and industrialising all post-test change and release programmes enabling a smooth transition for scale in-
  • life Service Operations.

  • Will be part of a team supporting the delivery of new services into a live Service Operational function - testing process, design, service and system changes against expected functionality.
  • Will champion operational and customer requirements creating an environment of challenge, support, knowledge transfer and continuous improvement.
  • Will build strong and productive working relations with Service Transition, Service Operations, Technical Operations and Service Management to ensure process alignment is in place and entry and exit criteria to ELS is supported.
  • Will work closely with test, design and transition to ensure functionality and process is working as designed. Identifying and adding a hyper-
  • care and contingency approach for any work off plans and new defect detection until solution or agreeable work around can be found.

  • Will work closely with the DCC Service Centre and External Support Providers / Third Parties to ensure readiness for new services / enhancements through assisting with UAT, Knowledge Capture and Training, hi-
  • lighting any gaps, risks or issues and support in successful resolution.

  • Will work closely with the wider DCC teams at all levels to positively influence early service design and outcomes as appropriate.
  • Keeping all up to date with progress and performance whilst change is live in ELS phase.

  • Will work closely with the Operational Performance team to measure and test performance throughout required change - testing against resource, budget and SLA assumptions etc.
  • Will ensure full post review of ELS experience for each programme to provide learning back to all relevant DCC parties.
  • Your experience will include

  • Working within a technical and / or operational change environments, preferably within Energy or Telecoms industries
  • The ability to influence and instil confidence at a Senior level through exercised ownership of incidents
  • Incident and or Problem management experience
  • Working with suppliers and customers to achieve objectives
  • Working within cross-functional matrix teams to successfully turn around failure
  • Managing diverse, multi-disciplinary teams to deliver clear outcomes and objectives
  • Effective stakeholder engagement, across all levels of an organisation
  • Experience of being part of a delivery and / or implementation of complex change projects into multi-stakeholder operational and technical environments
  • Practical working knowledge of ITIL framework and it’s application
  • Practical working knowledge of Programme / Project management methodologies
  • Knowledge of Remedy
  • Experience as a Level 3 Service Centre Analyst
  • About DCC Smart Metering

    The Data and Communications Company (DCC) is delivering a once-in-a-generation programme to build a smart metering network for Great Britain.

    Perhaps the most ambitious of its kind in the world, the programme will allow energy suppliers to roll out millions of smart electricity and gas meters to homes and small non-

    domestic properties. Funded by the energy industry, the network will connect smart meters to the business systems of energy suppliers, network operators and other authorised service users.

    The smart metering network will help Great Britain become a global leader in smart energy and the development of smart grids.

    DCC (a licensed Capita company) is the programme and service integrator working on behalf of the energy industry to establish and operate the data and communications infrastructure that will enable all UK homes to have a smart meter by 2020.

    What’s in it for you?

    At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration with colleagues, customers and clients is what makes us so effective at what we do.

    As well as a generous basic salary, we also give you 25 day’s holiday (rising to 27), a discretionary annual bonuscompany matched pension scheme and access to a variety of voluntary benefit options.

    These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.

    You’ll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless.

    Our mission is to help you realise your potential whatever that means to you.

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