Why do we have this role?
Resonate’s vision is to create a truly connected rail network, leveraging our deep technology expertise and rail industry experience to deliver innovative solutions that address transport challenges across the UK and beyond. We develop, implement, and support digital platforms that enhance operational management and decision-making, ultimately improving customer journeys across the rail network.
We seek individuals passionate about modern IT practices and technologies to bring our products into service and provide high-quality support. With strong design and development, our systems are used and appreciated by our customers. Candidates should be capable of understanding complex technical implementations and low-level concepts, able to build relationships quickly, and communicate effectively with both customers and technical teams.
Experience in the rail industry is not required; however, experience with systems providing essential business services is advantageous.
What are the key objectives?
1. Support and maintain traffic management, simulation, training systems, and related equipment according to documented designs.
2. Provide remote support and attend sites as needed to support commissioning or incident resolution.
3. Support and maintain monitoring solutions for environments and customer applications.
4. Operate within specified service level agreements for response and resolution times.
5. Support innovation and advise on new technology implementations.
6. Collaborate with internal teams on technical solutions, requirements, and best practices.
7. Engage with subject matter experts on incidents and service requests requiring advanced technical input.
8. Interpret and understand safety rules, operating, and maintenance instructions, as well as procedural manuals.
9. Document issues, requests, and solutions clearly within the ITSM system.
10. Contribute to and maintain the internal knowledge base.
11. Act as a mentor to develop the knowledge and skills of other technical colleagues.
12. Identify process improvements within the department and raise them through appropriate channels.
This is a remote, home-based role that may require occasional site visits to client premises. The ability to attend one of our offices (Derby, Milton Keynes, or London) for training, familiarization, and support activities is advantageous.
Support activities are on a 24/7 basis, operating on a “4 on, 4 off” shift system with 12-hour shifts. The role involves working night shifts from 6pm to 6am.
Additional details include:
* Home-based with travel to Resonate and client sites as needed.
* Initial training period with standard office hours (5-day week) for approximately 6-8 weeks, flexible depending on the candidate and team readiness.
* 20 days of leave per annum.
* Pension plan through Aviva with matched contributions of 5%-8%.
* Private healthcare for the employee and dependents, with Bupa, on a medical history disregarded basis.
* Group Life Assurance (currently 6x salary).
* Group Income Protection (currently providing 50% salary plus a 10% pension contribution after 52 weeks of incapacity).
#J-18808-Ljbffr