PRACYVA
Senior Information Technology Support Engineer
Leeds
£20 – £25/hr
Posted 3 days ago
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Senior Information Technology Support Engineer
Service Delivery Representative (TS Operations – MLL Partnerships)
About the Role
This critical Service Delivery Representative role focuses on establishing and maintaining reliable partnerships with MLL (Manufacturing Operations) areas to ensure efficient service delivery and high levels of operational reliability within Technical Services (TS) operations.
The successful candidate will demonstrate deep domain expertise, product knowledge, and effective leadership to collaborate closely with stakeholders, deliver exceptional service, and ensure the reliable functioning of IT systems.
Key Objectives
- Support affinity between TS teams and MLL operations through stakeholder alignment skills, process optimisation, and drive performance excellence.
- Ensure seamless IT and operational service continuity through proactive support and interventions.
Responsibilities
Incident & Problem Management
- Participate in reliability calls to support critical incident and problem management, identifying root causes of operational issues.
- Implement preventive and corrective actions to mitigate recurring service challenges.
Incident Tracking & Follow-Up
- Monitor and track the IRIS incident queue to escalate timely resolutions.
- Facilitate engagement with 3rd party vendors, ensuring their work aligns with SLAs and resolving escalations efficiently.
Stakeholder & Cross-Team Coordination
- Serve as the primary liaison for non-site TS teams, communicating updates to TS management and business IT leaders during service disruptions or incidents.
- Assist in change management, coordinating schedules, approvals, and change implementation for applications and infrastructure.
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Patch & System Management
- Coordinate patch management for applications, infrastructure, and operating systems.
- Align with MLL teams to implement application upgrades, features enhancements, and infrastructure changes.
Business Continuity & DR Planning
- Engage in local failover tests, server patching, and infrastructure maintenance to support Business Continuity.
- Assist in identification of testers for User Acceptance Testing (UAT) in change/patch management environments.
Operational Metrics & SLAs
- Review operational progress, pending items, and impediments in alignment with the TS Site Delivery Leader.
- Monitor service levels, network reliability, availability, and capacity metrics to maintain site health for TS services.
Contractor & Compliance Support
- Assist with TS contractor management issues, including permits and escort requests.
- Ensure local compliance with company policies, best practices, and regulatory standards.
Strategic & Continuous Improvement Work
- Provide input to the TS Site Delivery Leader regarding future requirements, weeding out inefficiencies, and supporting Product Line strategy.
- Drive Service Lifecycle & improvement plans in partnership with TS Site Delivery Leader to evolve service models.
Required Expertise
Technical & Subject Matter Expertise
- In-depth knowledge of MLL site operations and processes, including their processes and service level expectations.
- Strong understanding of IT systems and applications specific to the manufacturing industry.
- Familiarity with regulatory compliance standards and quality assurance measures.
- Proficient in incident and problem management processes, with the ability to analyze root causes and implement preventive measures.
- Hands-on experience in change management and best practices for seamless IT workload transition.
- Knowledge of patch management, including scheduling and impact assessment.
- Experience with disaster recovery, failover testing, and system restoration protocols.
- Expertise in MLL-specific applications, hardware, and peripherals, as well as supporting infrastructure components.
- Deep understanding of network architecture, protocols, and security security measures.
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Soft Skills & Leadership
- Effective communication and interpersonal skills to interact with cross-teams, stakeholders, and vendors.
- Strong problem-solving and decision-making capabilities to address complex operational risks.
- Skills in building trust and collaboration across departments and hierarchical levels.
- Proactive and adaptable approach to handle unexpected situations, aligning execution with changing priorities.
- Analytical mindset to identify continuous improvement opportunities.
- A customer-centric attitude, committed to delivering exceptional service quality.
- High integrity, ethics, and professionalism in each engagement.
- Resilience and composure to operate effectively under high-pressure conditions.
- Ownership mentality and accountability for delivering defined milestones.
- Fosters knowledge sharing and culture of continuous learning.
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Skills
Incident Management
Problem Management
Change Management
Patch Management
Disaster Recovery
IT Infrastructure
Network Architecture
Regulatory Compliance
Technical Troubleshooting
Communication
Analytical Skills
Customer-Centric Mindset
Collaboration
Leadership
Continuous Improvement
Stakeholder Engagement
Location