Job Description
Job Title: 24/7 Eyes-on Shift Engineer
Experience: Proven experience as an Engineer, Technical Support Engineer, or similar role in a technical environment.
Company: Mastek Limited
Location: Leeds (Hybrid working with a minimum of 2 days onsite per week)
Job Type: Permanent, Full Time
Shift and Schedule: 24/7/365 service provision with 12-hour shifts on a 4-week rotation pattern.
About Us: Mastek Limited is a leading provider of IT services and solutions, committed to delivering exceptional service and support to our clients. We value innovation, collaboration, and integrity, and are dedicated to maintaining a diverse and inclusive workplace where all employees can thrive.
Job Summary: We are seeking a proficient and motivated 24/7 Eyes-on Shift Engineer to join our Service Management Centre team. The successful candidate will play a critical role in providing advanced technical assistance and problem resolution for Public Sector customers. This position involves close collaboration with cross-functional teams to ensure exceptional customer support and the integrity of our services. You will be part of a team that delivers continuous service monitoring and incident response, essential to the digital footprint of government services.
Key Responsibilities:
* Provide dedicated eyes-on monitoring of service dashboards to identify anomalies, minimize service impacts, and prevent incidents.
* Conduct proactive system and security monitoring, alert triage, initial investigation, and timely escalation of incidents in line with agreed processes.
* Create and maintain detailed technical documentation, including issue resolution steps and troubleshooting guides.
* Contribute to service improvement by identifying recurring issues, operational risks, and opportunities for automation.
* Collaborate with L3 teams to deliver service improvements that enhance service stability.
* Own incidents until resolution or handover to a new owner, ensuring effective problem mitigation.
* Investigate problems in support systems, contributing to the implementation of remedies and preventative measures.
* Collaborate with the Buyer’s on-call MIM team during major incidents outside core support hours.
* Provide major incident support for technical bridge calls.
* Identify and develop process optimization opportunities, enhancing Service Desk procedures.
* Maintain confidentiality in accordance with data protection policies.
* Deliver to service quality KPIs that support Mastek’s service management.
* Demonstrate knowledge of specific technologies necessary for the role.
* Develop technical knowledge across supported services.
* Stay informed of industry developments and emerging tools and technologies.
* Undertake additional duties as required by management.
Qualifications:
* SC eligible.
* Educated in Computer Sciences or equivalent experience in a technical environment.
* Detailed understanding of service spectrum tools (Datadog dashboards, familiarity with core AWS services such as EC2, CloudWatch, S3 and RDS at a read only level.
* Basic Linux command skills including log viewing and simple system checks.
* Understanding of essential networking concepts including DNS and common HTTP code.
* Knowledge of Jira, ServiceNow, Splunk, Dynatrace, Grafana and GitHub.
* Strong proficiency in troubleshooting and resolving technical issues in software applications, systems, and networks.
* Excellent problem-solving skills and ability to analyze complex scenarios.
* Outstanding communication skills, both written and verbal.
* Experience with support ticketing systems and CRM tools.
* Proven experience in a live service environment, resolving alerts and incidents.
* Advocate of ITIL best practices.
* Experience in fault finding and improving first-time fix ratios.
Key Competencies:
* Ability to communicate effectively with colleagues of varying IT skill levels.
* Strong organizational, time management, and work prioritization skills.
* Ability to work independently and take initiative.
* Creative problem-solving abilities.
* Accuracy in recording detailed information and engaging with customers for additional insights.
* Commitment to high-quality standards.
* Customer-focused approach.
* Flexibility to work according to business requirements.
* Collaborative team player.
* Fluent in written and spoken English.
What We Offer:
* Comprehensive health insurance for employees and their families.
* Flexible work hours with hybrid working arrangements.
* Opportunities for professional development and skill enhancement.
* Access to cafeteria facilities.
* Emphasis on maintaining a healthy work-life balance.
* Various retirement benefit plans.
* Generous vacation and leave policies.
How to Apply: Please submit your resume and a cover letter detailing your qualifications and experience to [application email or link].