Location
Swindon | United Kingdom
Job description
Shift and Incident Lead
Edenred PayTech
Hybrid - Swindon, Wiltshire
Reporting to - Shift and Incident Manager - Service Operations
You will be part of a larger team that collectively delivers a world-class seamless 24/7 IT Service Operation support, by effective system monitoring and providing a professional and highly engaged, technically able, workforce.
Each shift team is able to resolve any and all, service disruption issues quickly and effectively around the clock 365 days a year.
Using tools, techniques, and initiative to achieve best-in-class service and ensuring all clients and systems are optimized and updated during the most convenient times to maintain BAU function. Working within strict SLA timelines means restoration of service is a priority, short term workaround solutions can be required if the longer-term solutions need to be developed.
What you will be doing:
- Support the daily smooth running of the shift and take the lead role of Shift & Incident Manager as required.
- Help lead a team of 1st and 2nd line Support Engineers >12, supporting with their pastoral care and ensuring best practice and a professional service is maintained to meet, and exceed, our client’s expectations. (As part of a 24/7 Support organisation offering).
- Help support and develop your shift team to achieve the highest level of client service.
- Help assess and build action/development plans for current & future technology knowledge & skills that are required for you and your team to succeed in Service Delivery.
- Optimise Support ticket/workflows in line with Support Standards and Procedures to deliver a high and consistence performance from your team and each team member, whilst also committing to the adherence of the client SLA.
- Take the lead position during Major Incidents in the absence of your line manager, delivering a systematic and measured approach during all serious incidents, focusing on the coordination, communication, facilitation & collaboration.
- Ensuring successful monitoring of all Platforms and operational tools, in the pursuit of maximum up-time/availability in line with the agreed SLA.
- Help identify any potential disruption to any or all products & services for our clients.
- Help manage client escalations during shift, as well as ensuring regularly communicates internally and externally on all issues and live tickets.
- Resolve a range of complex issues quickly and smoothly, taking ownership for all tickets, including longer-term issues, through to successful resolution and with a primary goal of identifying the Root Cause so that reported problems will not reoccur.
- To work collaboratively alongside other Team Managers’ supporting and contributing to operationally focused projects providing requirements for successful implementation.
What we want from you:
- Demonstratable experience of leadership
- Demonstratable problem-solving and ownership skills
- SQL - experience in writing and using SQL queries
- Unix – Ability to navigate file system and interrogate/edit files
- Experience in the implementation of large-scale complex IT solutions for multi-functional, multi-national organizations
- Experience in the definition and design of complex solutions
- Proven experience in client relationship management
- Assisting in the development of high performing teams
- Degree or equivalent in a computer science or a scientific/technical discipline
- MS Office
Desirable knowledge/experience
- AppDynamics
- Confluence
- Citrix
Personal attributes
- Client focused
- Eye for detail and led by data
- Selflessness support of others
- Coaching & Mentoring with the ability to influence others
- Innovative and Open with a willingness for change
- Dedication & tenacity to own and drive a better outcome
- Excellent, professional communication skills written and oral
- Ability to prioritise in a dynamic and fast paced environment
- A self-starter who is motivated to improve
- Flexible and Adaptable and leads by example
- Comfortable with handling confidential/sensitive data
Why Edenred PayTech?
We are a subsidiary of the Edenred group and a Mastercard Principal Member, and an FCA Electronic Money Institution, offering a range of cutting-edge services including Payment Processing, UK and SEPA banking solutions, BIN sponsorship, and eWallet provisions.
We work with various clients across Challenger Banking (Monese, Tide, Anytime, and more), Corporate Benefits (Fuel cards, restaurant tickets), and Retail and Travel services (Sainsbury’s, TUI, Argos).
As an Edenred PayTech employee, you will get the support and structure that you need to enjoy your work and develop your career while doing what you love and making a difference in a fast-paced and innovative business.
What you will get:
- 25 days annual leave plus Bank Holidays (5 days extra added at 5 years continuous service, followed by 1 extra day per year for 5 years, equating to 35 days in total)
- Hybrid working environment with 3 days per week in the office (flexibility on role-by-role basis)
- Income protection
- Life insurance (4x salary)
- Wellbeing Employee Assistance Program (extended access to family members)
- Digital learning platform
- Complimentary fruit and other ‘in-office’ snacks & refreshments
- Social events
- Pension Scheme – employer 6% with minimum employee contribution 3%
- Discretionary bonus scheme based on company and personal performance
- Holiday trading scheme (buy or sell up to 5 days)
- Medical & international travel cover (leisure and action sports)
- Season ticket loan
- Cycle to Work scheme
Diversity:
Edenred are proud to be an equal-opportunity employers. We will not discriminate against any applicant or employee based on age, race, colour, creed, religion, sex, sexual orientation, gender, gender identity or expression, national origin, citizenship, marital status or civil partnership/union status, disability, pregnancy, genetic information, or any other basis prohibited by applicable country or local laws.
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