Operations Engineer

About The Role

As Operations Engineer you will be part of a team responsible for the delivery and support of TMG’s business facing applications in the Productivity and Corporate stack, with specific focus on ;

• Google Workspace (G Suite)

• Okta - Workforce Identity

Working in build and run structure we manage the full product lifecycle of the services, providing subject matter expertise, engineering resource for on-going project work, as well as BAU and 2nd/3rd line support of a user base approaching 1700 with both office and remote working. The Telegraph is a ‘Google house’ and as such an ever growing part of the estate is dependent on, or linked to, Google collaboration tools and services. Support of Google Workspace - from mail routing and troubleshooting to end user assistance with Drive best practice. Our ideal candidate will be well versed in transforming Microsoft users into Google lovers! Finding user friendly ways of solving business challenges in the cloud is something that will excite and inspire you. Our ideal candidate will also be familiar with integrating new services to Okta, with an understanding of OIDC and SAML, as well as having a working understanding of HR Driven Identity/ HR as a Source. Good, effective communication and change management underpins everything we do. Don’t worry if you don’t have direct experience with Google and Okta, if you have transferable skills and experience from another tech stack, and are keen to learn something new, we would still like to hear from you. To be successful in this role, you'll have a passion for customer service with considerable support experience (line1/line2) with an understanding of business workflows and processes, triage and escalation. You'll also need an analytical approach, with strong attention to detail and be able to provide analysis and troubleshooting on complete solutions. We operate with hybrid working, so the team are in the office 3 days a week.

Key Responsibilities

• Provide 2nd/3rd line support and perform BAU tasks on supported applications/services.
• Configuration, maintenance of supported applications/services.
• Creating and maintaining documentation and a knowledge base for supported applications/services.
• Monitoring systems/daily checks to identify potential issues early and prevent incidents from happening.
• Triage of operational issues and escalation to both other internal teams and product vendors.
• Analysing trends in monitoring / incidents to provide ongoing improvement.
• Cross training/knowledge transfer to other team members.
• Representing the department during incident review meetings, escalations from business units and if required during meetings with 3rd party suppliers and service providers.
• Working on projects introducing new technologies and workflows into business as usual (BAU) operations.
• Working with other IT staff as appropriate to determine root cause, solutions and service improvements.
• Building and maintaining positive working relationships with Technology staff, 3rd parties and business units.
• Site based cover during core hours (currently 08:00-18:00hrs) on a 8hr shift basis - weekdays.
• Out of hours and weekend cover where required by the business.
• Provide 24/7 on call support on a rotating shift basis across the team.

Essential Skills

• Operational knowledge of working in an ITIL based technology environment
• Administration experience of cloud based / SaaS productivity tools (such as Google Workspace or Office365)
• Administration experience of cloud based / SaaS Workforce Identity tools (such as Okta or Azure AD)
• Operational knowledge of the agile delivery methodology
• Good team working and communication skills
• Knowledge/experience of service desk tools to ensure tickets are accurately tracked, updated and closed in a time effective manner
• Ability to create and maintain documentation to a high standard
• Ability to evaluate risk and take appropriate actions
• Ability to self start and prioritise, to manage own workload/tasks
• Ability to work in a fast paced environment where priorities often change, with a "can do" and "willing to learn" attitude

Desirable Skills

• Okta certifications
• Google Workspace certifications
• ITIL certification
• Agile certification
• Experience of GCP where relative to Google Workspace
• Experience of GAM or GAT for administering Google Workspace
• Apps Script experience (or Javascript/an object oriented programming language)
• SCIM API knowledge/experience
• Postman knowledge/experience
• Windows/Windows Server administration 
• Change management
• Stakeholder management
• Vendor management
• Experience of HR Driven Identity / HR as a Source

Benefits The nature of our industry means life at the Telegraph Media Group is fast-paced, demanding, and interesting. We also want it to be rewarding for everyone who works here by creating a suite of benefits that contribute to lifestyle choices and leisure activities. From dynamic working opportunities, medical cover, and parental leave (six months fully paid maternity leave and enhanced paternity/partner leave), to life assurance and season ticket loans, you can choose from a range of flexible benefits, designed to support your lifestyle and help you achieve a healthy work-life balance. Training and development With support from your manager and colleagues, you’ll also have access to a variety of training and development opportunities through The Academy. Covering a range of personal and professional skills, our courses enable you to develop an enjoyable and rewarding career. Our commitment to inclusion At Telegraph Media Group, we foster a diverse and inclusive workplace and we are committed to building a team that reflects a wide variety of skills, perspectives and backgrounds. We believe in equality of opportunity and welcome candidates from all backgrounds, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We are proud to be a Disability Confident Employer as part of the government’s Disability Confident Scheme. If you are disabled or have a long-term health condition and would like support in applying for any of our roles or if you require any reasonable adjustments in the recruitment process with us, please make us aware. To find out more about Diversity, Inclusion and Belonging at Telegraph Media Group, and for more information on our purpose, beliefs, and people values, please visit our website