TOC Analyst - Incident and Problem Management

Title: Technology Operations Centre (TOC) Analyst - Incident and Problem Management Department: Procode IT Location: Chandlers Ford / Remote Salary: £52,234 - £58,902 + 15% Bonus Scheme Hours: 6am – 10pm across differing shifts and days including weekends Are your core skills in systems monitoring and managing incidents and problems? Can you take control of a challenging situation, getting services back online and then deliver long term resolutions to issues? Then this could be the job for you! Our Technology Operations Centre’s operational hours are 6am to 10pm with early, mid and late shifts. Shifts are covered from our Chandlers Ford office and occasional remote work across 7 days a week. About us We are a dynamic software company. Established in 2006, with a vision of helping the energy and utilities sectors improve customer experience and lower their cost to serve, using smarter process automation. Are you curious about what the future in tech holds? Do you have the drive to want to deliver great solutions for customers? Then we have an exciting opportunity as a TOC Analyst, where we aim to provide you with a uniquely inclusive and diverse workplace, which showcases the extraordinary in all of us, by enabling you to be the best you can be. Our promise is to put customers at the heart of everything we do; it’s part of how we live and breathe at Procode. Our hugely passionate workforce puts them at the heart of every decision we make. What does this role involve? The Technology Operations Centre is a centralised team that undertakes proactive monitoring of the health of our IT systems. They own the incident and problem management processes, including Major Incident Management, for the business. Responsibilities will include:

• timely responses up to P3 problems and incidents and supporting in P1 & P2.
• implementing solutions;
• sharing lessons learnt at post-mortem;
• identifying systems improvement;
• co-ordination of all resolution resources, internal and external.
• Initialising automated software releases and patches.

Shifts include Monday – Friday: 6am to 3pm, 9am to 6pm and 1pm to 10pm & weekends: 7am to 4pm. Weekday shifts will be office based, and weekends will be remote initially, but this could change in the future. Who are we looking for? Your in-depth experience across a wide breadth Incident and Problem Management scenarios in a large or complex environment, will be key to quickly becoming productive in this role. Your knowledge of the interconnections between technology, operations and third parties, will enable you to ask the right questions, even in new technical scenarios. Your highly developed communications skills will enable you to take the lead when dealing with issues, helping to guide a range of internal and external stakeholders to deliver solutions and long-term resolutions. Your experience working in an ITIL environment, would allow you to hit the ground running. The service operation team operates a 24/7 function, and the hours may change to 12-hour shifts across both days and nights in the future. To be successful in this role you will be required to pass an enhanced security vetting process. This role will involve 24/7 on-call working on a rota basis. The role requires on site presence to cover early, day and late shifts, therefore you will need to live within commuting distance of Chandlers Ford. Our employees, just like our customers come from all walks of life, and we’re fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self. Benefits - available from day one!

• Bonus Scheme, made up of personal and company elements.
• Career progression, we’re an expanding organisation.
• 25 days annual leave plus bank holidays.
• Pension scheme, company contribution at 4% of your salary when you contribute 5%.
• The opportunity to win tickets to major outdoor events including, gigs and shows at arenas around the UK.
• Access for you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing.
• We offer an EV car scheme. Qualifying terms and conditions apply.
• A health care scheme that includes dental, eye care, treatments, and diagnostics health consultations.
• Death in service – we pay three times your annual salary to your designated next of kin, giving them peace of mind should you sadly pass away during service.
• Employee Assistance Programme with access to counselling support, legal and financial advice 24/7 365 days a year, as well as a GP line and Your Care.
• We also offer all our staff a paid volunteering day every year. Plus, the chance to be involved in various fund-raising opportunities.

The Luxion Group comprises of the following companies – Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Services Ltd, Procode Technology Ltd and Canary Care Global Ltd.