Operations Analyst

Description:

Hybrid Working ideally from Manchester Hub Only.

Competitive Salary plus benefits

The Role

The Migration Control Centre. exists to support DCC customers and end-consumers through this extended period of growth and change. The team will be part of the New Service Team within Core Operations. .

This MCC Operations role is a key role in the success of the migration of smart devices onto the DCC systems. The key areas that the role will be responsible for delivering and owning are below:

Operational Support – support to the full span of MCC projects using ITIL and project management techniques and a degree of technical/commercial understanding.
Service Level – Responsible for overseeing the management of a number of complex projects to agreed performance targets and timescales that are obligated on DCC by the industry, Government, and the regulator.
Data analysis – generation of datasets for analysis and extrapolation of demand. Provision of single set of demand and usage figures for project infrastructure components and services.
Audit – carry out assurance activities of all inputs used for project delivery using historic submissions and outcomes to validate against expected results.
Continuous Improvement – take control and ownership of process and subsequent process improvement initiatives to drive efficiencies in the team.   

What will you be doing?

The MCC Operations role is key within the Core Operations Directorate. You will:

Conduct technical investigations and execute necessary remediation for all incidents within MCC scope.
Lead technical bridge calls with service providers and third parties to investigate anomalous events or service degradation, escalating to major incident management when needed.
Assist Major Incident Management procedures to restore normal service operation.
Identify and investigate solution defects within the production environment and communicate issues to service providers and third parties where appropriate.
Develop and maintain strategies to minimize customer and consumer impacts resulting from MCC incidents and defects.
Define and develop high level solution requirements to future changes and improvements to service design for MCC projects where appropriate.
Subject matter expertise in MCC projects from design through to project delivery.
Conduct data-driven investigations to identify data errors and collaborate with key stakeholders to rectify industry data.
Review and approve all changes affecting MCC projects.
Develop and maintain mitigation plans for issues and defects affecting MCC projects.
Create and implement plans and changes to enhance project performance and ensure compliance with industry regulations.
Take ownership of identifying operational risks and ensure comprehensive mitigation measures are in place.
Engage effectively with stakeholders at all levels of internal and external organisations.
Influence and instil confidence at a senior level through exercised ownership of programmes and delivery of positive outcomes.
Possess practical working knowledge of the ITIL framework and its applications.
Demonstrate practical working knowledge of Programme/Project management methodologies.

What are we looking for?

Proficiency in using Microsoft applications including Excel and PowerBI
Incident management, manage MCC impacting incidents including triage, service provider engagement, escalation and resolution.
Working alongside Problem management to oversee the resolution of problems including triage, management, resolution, and root cause analysis.
Involvement in and delivery of continuous improvement projects.
Stakeholder management experience, working with suppliers and customers to achieve objectives as required.
Conflict resolution, able to balance conflicting stakeholder needs to achieve the best outcome for the business.
Ability to influence, shape and drive improvement initiatives and deliver successful outcomes.
Attention to detail and analytical abilities.
Ability to work to tight deadlines and under pressure.
Good interpersonal and communication skills, both written and verbal.
Good relationship, influencing and negotiating skills.
Exceptional organisational planning skill
Ability to matrix work across a variety of teams and skill sets.
Ability to analyse complex information to inform decision making.
Practical working knowledge of Programme/Project management methodologies.
Customer Service Experience

About the DCC:

At the DCC, we believe in making Britain more connected, so we can all lead smarter, greener lives. That desire to make a difference is what drives us every day and it wouldn’t be possible without our people. Each person at the DCC brings a special kind of power to the business, and if you join us, we’ll give you the means to unleash yours. Here, we depend on each other and hold each other accountable. You have the power to challenge and make change, to take the initiative and enjoy real responsibility. Whether it’s doing purposeful work, helping us grow or building the career you want – we’ll give you the support to do it all. Our secure network for smart meters is transforming Britain’s energy system and helping the country’s fight against climate change: we want you to be part of our journey.

Company benefits:

The DCC’s continued success depends on our people. It’s important to us that you enjoy coming to work, and feel healthy, happy, and rewarded. In this role, you’ll have access to a range of benefits which you can choose from to create a personalized plan unique to your lifestyle.

If there are any questions you’d like to ask before applying, please contact (url removed) or complete your application, so we can learn more about you. Your application will be carefully considered, and you’ll hear from us regarding its progress.

Join the DCC and discover the power of you.

What to do now

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. If you have any questions you’d like to ask before applying, please contact (url removed)

Capita Opportunity Statement

The parent company, Capita Plc*, are a leading UK provider of technology enabled business services. We’re supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal. We encourage an open, honest working environment where everyone can be true to themselves, and people are valued for their differences. We’re always challenging each other to learn and improve, because we know when we work together, we can deliver better outcomes. We work across such a huge range of businesses and sectors, that you’ll have the opportunity to grow and develop your career in any number of directions. You’ll also become part of a network of 63,000 experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do deliver. Our purpose is to create a better outcome for you