Third Line Support Engineer
Thames Water
Reading, Berkshire, GB
6d ago

What you’ll be doing

As part of our exciting plans, the IT operations team structure is growing to strengthen and increase our in-house capability and capacity.

This role provides exposure to a wide range of technologies and allows collaboration with your teammates to find innovative ways to make our technology environment more efficient.

The areas of expertise we’re looking for are focused on the end-to-end service management of our IT services.

Role Responsibilities

  • Provide First, Second, and Third line support of business-critical applications and services.
  • Work with the outsourced IT providers to resolve technical issues.
  • Monitor applications and services to ensure business requirements are met.
  • Provide technical support on Major incidents.
  • Ensure ITIL process are followed in relation to Change, Problem, Incident and Major Incident.
  • Maintain manage and update technical documentation for all support applications and services.
  • Provide technical support to projects where required, including transitioning application support into BAU from Projects / Third Parties.
  • Develop and enhance existing applications and services to meet business and IT requirements.
  • Stakeholder Management; Act as a single point of contact for business and stakeholders on BAU operational service delivery.
  • Develop key relationships within the business area and the IT Department.

  • BAU service delivery; Ensure that all operational services are fit for purpose and work as part of the overall programme delivery, support gate activities, defining service architecture and service introduction
  • Risk management : work in collaboration with the operational risk manager to manage operational risks and proactively mitigate against, resolve and report on service risks and issues.
  • Service management : support all service management processes and activities to support the delivery of BAU services.
  • Continuous Service Improvement : develop, make recommendations, refine and own CSI service delivery plans, providing monthly management information to enable decisions that drive the highest levels of service within the timeframes and budgets agreed.
  • Work with all relevant teams to ensure actions are taken and completed to protect and improve services.

  • Service reporting : ensure the provision of regular and accurate management reporting on IT service performance and provide a service operations interface for programmes, projects and partners delivering transformation.
  • What you should bring to the role

    Essential :

  • Someone with an Associate's degree, Diploma, or equivalent practical experience.
  • Experienced troubleshooting Application issues in a Linux or Windows networked environment.
  • Ability to adjust quickly to changing priorities and make quick decisions with limited information.
  • Effective organizational, communication, leadership, and teamwork / collaboration skills, and passion for new technology and commitment to learning new skills.
  • Desirable :

  • ITSM ITIL foundation as a minimum or experience of working in an ITIL environment.
  • Basic understanding of application programming languages.
  • Customer service, client facing, and / or help desk experience.
  • Experienced using one or more of the following Horizon, SFTP Software, SQL, Oracle, Azure, Microsoft Dynamics
  • You must have experience and skills in stakeholder management, communication, planning and organising, strategic thinking.

    Would suit a self-motivated individual with attention to detail and an ability to deliver under pressure.

    What’s in it for you?

    We’re proud of the positive ways of working we’ve adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive .

    For our office-based roles we’re moving to a hybrid approach with various options across working from home, office and our sites.

    Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

    Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career, flexible working arrangements and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

    We’re also proud to embrace and promote diversity and believe that creating a workforce that reflects the communities we serve will help us to thrive.

    We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

    Find out more about

    We deliver life's essential service so our customers, communities and the environment can thrive. This means, when a crisis happens, we all rally round to support our customers.

    As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an Ambassador.

    Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and a earn bit of extra money along the way.

    Disclaimer : due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date.

    This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can’t consider any further applications, so please submit your application as soon as possible to avoid disappointment.

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