Job Description Summary

Job Description

Key Responsibilities

1. Connectivity Management
Design implement and support secure connectivity solutions (VPN IP routing firewalls cloud connectivity).
Troubleshoot complex network issues across customer and internal environments.
Ensure high availability and performance of connectivity across enterprise systems.

2. Operations & Service Management
Lead incident problem and change management aligned with ITIL practices.
Own and manage P1/P2 incidents including war room coordination and stakeholder communication.
Perform root cause analysis and implement preventive actions to reduce repeat incidents.

3. Infrastructure Management
Manage and support infrastructure components (servers cloud platforms storage monitoring tools).
Ensure system reliability scalability and performance optimization.
Participate in upgrades migrations and capacity planning initiatives.

4. Power Industry & Domain Expertise
Apply knowledge of power generation transmission and distribution systems in customer environments.
Support reliability and performance of critical assets (e.g. turbines generators balance of plant).
Align technical solutions with plant operations outage planning and safety considerations.
Understand and support compliance with energy sector standards and operational requirements.

5. APM & Customer Value Delivery
Work closely with customers to drive adoption of APM tools (e.g. SmartSignal monitoring platforms).
Provide insights to improve asset reliability and operational efficiency.
Support proactive monitoring and predictive maintenance use cases.

6. Customer & Stakeholder Engagement
Act as a trusted technical advisor for enterprise customers.
Provide clear timely communication during incidents and project execution.
Collaborate with Support Services Engineering and external stakeholders.

7. Continuous Improvement
Analyze MTTR and operational metrics to drive improvements.
Implement automation and standardization initiatives.
Contribute to knowledge base documentation and best practices.

Education Qualification

Bachelors degree in Engineering Computer Science or related field
Certifications (CCNA/CCNP ITIL AWS/Azure) are a plus
Experience working with enterprise customers in energy/utilities sector

Desired Characteristics and Technical Expertise:
Strong experience in networking and connectivity (VPN TCP/IP DNS firewalls cloud networking)
Hands-on experience in infrastructure management (on-prem & cloud platforms such as AWS/Azure)
Solid understanding of ITIL processes (incident problem change management)
Experience with APM/monitoring tools (e.g. SmartSignal Grafana New Relic)
Knowledge of power/energy industry operations and systems
Strong troubleshooting and analytical skills
Excellent communication and stakeholder management skills

Note

To comply with US immigration and other legal requirements it is necessary to specify the minimum number of years experience required for any role based within the USA. For roles outside of the USA to ensure compliance with applicable legislation the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

This Job Description is intended to provide a high level guide to the role. However it is not intended to amend or otherwise restrict/expand the duties required from each individual employee as set out in their respective employment contract and/or as otherwise agreed between an employee and their manager.

Additional Information