Overview
SERVICE/SYSTEMS OPERATIONS LEAD
Ready to take the lead in keeping cutting‑edge IT systems running at peak performance?
Shift pattern: Monday - Friday
Salary: up to £60,000 pa dependant of experience
Location: Hybrid New Milton - expectation in office after initial training 1-2 days per month
Training: up to 2 weeks initially on site
Start Date: June/July 2026
Hours: 35 hours per week
About You
You are an experienced technical specialist who thrives on solving complex problems, owning advanced issues, and keeping critical systems running smoothly. You are confident working across SIP, cloud, servers, and networks — and you bring a proactive, analytical approach to everything you do. You are also someone who enjoys sharing your knowledge, supporting others, and being the expert people turn to when things get challenging.
What You Will Be Doing
In this role, you’ll take ownership of our most complex technical challenges and play a key part in keeping our systems resilient, high‑performing, and ready for the future. You’ll work across cloud, network, voice, and server environments while supporting the growth of our wider support team.
Advanced Technical Support
* Take the lead on diagnosing and resolving complex hardware, software, and network issues escalated by Tier 1 and Tier 2 teams.
* Carry out deep root‑cause analysis to eliminate recurring problems and improve system reliability.
* Manage high‑impact incidents, ensuring swift resolution and minimal business disruption.
* Oversee server fault analysis across cloud and on‑prem environments, including Linux/Windows server management.
* Troubleshoot applications—including those written in Node.js—and manage over‑the‑air firmware updates.
* Monitor performance across AWS and Azure, taking proactive action to prevent downtime.
* Work confidently within the ITIL framework to maintain service quality and compliance.
SIP, Network & Systems Management
* Maintain and optimise SIP‑based platforms, including VoIP and VoLTE solutions.
* Configure and manage SIP trunks, ensuring seamless integration with PBX systems and providers.
* Investigate and resolve advanced SIP issues—from call routing failures to quality degradation.
* Analyse and optimise network configurations impacting SIP traffic, including firewalls, NAT, and QoS.
Knowledge Sharing & Team Development
* Act as a technical mentor to first- and second-line teams, helping grow their skills and confidence.
* Produce clear, high‑quality documentation, including troubleshooting guides and system diagrams.
* Collaborate with Service Management to ensure all SysOps activities follow ITSM standards and processes.
Supplier & Vendor Collaboration
* Work closely with third‑party suppliers to resolve complex issues efficiently.
* Support the management of SLAs and maintain strong working relationships with external partners.
Qualifications & Desirable Experience
* Essential 3–5 years’ experience in a third‑line IT support role, handling escalations and advanced troubleshooting.
* Strong hands‑on expertise with SIP‑based communication systems, including VoIP and related technologies.
* Solid Linux knowledge and experience administering server environments.
* Proven experience managing and supporting infrastructure within AWS Cloud services.
* Ability to diagnose complex SIP signalling, call quality, and NAT traversal issues.
* Skilled in using SIP analysis tools such as Wireshark, SIP traces, or packet analysers.
* Strong understanding of TCP/IP, DNS, DHCP, VLANs, and firewall rules impacting SIP traffic.
* Working knowledge of AWS Lambda or Bash.
* Solid grounding in the ITIL framework, with experience following ITIL‑driven processes and controls.
* Desirable (Nice to Have): Experience with TECS or SmartTEC environments; familiarity with diagnostic tools such as Wireshark or SIP trace utilities; exposure to Node.js or application‑level debugging.
Other Information
This role is UK based and any hybrid/remote work must also be within the UK. This is an exciting time at the Appello group, and you’ll gain exceptional career opportunities as the company continues to expand.
How to Apply
Please upload your CV and answer a few questions about yourself.
Equal Opportunity
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, please contact the careers Team on 01425 626337.
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