Job Title: IT Engineer
Salary: Competitive + Meal Voucher + Benefits!
Location: Hybrid working, home & BCA Coimbra (monthly visits)
Working Hours: Monday - Friday, 40 hours, Out of hours Coverage on a rota
Job Status: Permanent
Who we are!
The Constellation Automotive Group is the largest vertically integrated digital car marketplace in Europe, combining the leading digital brands across the segments of Consumer to Business (C2B), Business to Business (B2B) and Business to Consumer (B2C). Across our digital platforms we exceed £20 billion of Gross Merchandises Value (‘GMV’) on an annual basis. This includes market leading brands such as BCA, We Buy Any Car, cinch and Marshall.
The Constellation Technology Team provides a group-wide set of Technology Products and Services across the Constellation Automotive Group. We are a central function working across the following domains: Technology Operations, Cyber Security, Product, Engineering, Enterprise Applications, Logistics, Architecture and Portfolio; across the UK and Europe.
The Role
This role, working within our Tech Hub is an IT Engineer. This role will be responsible for real-time monitoring of core Products, Services and server and network infrastructure. Our primary aim is to ensure 100% availability for our external customers and internal business teams. We provide monitoring and alerting as well as internal IT support to the business.
As an IT Engineer, you will be passionate about IT service and understand the importance of following and developing rigorous processes and procedures to ensure the services we deliver continually meet customer and service level expectations. With the use of multiple Infrastructure, Network and Application monitoring tools and alerting systems you will need the ability to react quickly and be responsible for maintaining an extremely high level of service.
You will have good customer service skills, be organised and calm under pressure and have the ability to assess, problem solve, prioritise and handle incidents and operational events effectively and efficiently.
Key Responsibilities
* Ensuring all IT events and incidents are processed as effectively as possible and adhere to SLAs and OLAs.
* Ensure all essential system and service processes are carried out as required.
* Taking ownership of assigned incidents and progressing accordingly.
* Be effective in the triage, escalation and tracking of IT events and incidents.
* Working closely with other support teams and third parties to ensure incidents have the correct ownership and are progressed to resolution.
* Manage daily and weekly IT Operation checklists, tasks and reports.
* Work well as an individual, as part of a team and alongside other support teams.
* Liaise with other support and Product teams to investigate and diagnose service events and drive service improvement opportunities.
* Flexible attitude and approach to support our Products, Services and customer demands.
* To undertake any other miscellaneous or non-recurring duties related to the post as may be directed.
* Flexible working hours to accommodate business demand.
* Ability to work with stakeholders such as incident management and contacts within the different businesses to ensure the quick resolution of issues.
* Ability to assist in recovery calls and provide assistance as needed.
Skills and Experience:
* Experience of infrastructure and network monitoring platforms and how they are used.
* Experience of and usage of APM tools.
* Good experience of incident and event correlation.
* Excellent incident management, prioritisation and escalation skills leading to rapid resolution.
* IT Service Management experience aligned to ITIL good practice for event, incident, problem, config and change management processes.
* Ability to work closely with both internal support teams and external service providers.
* Have strong customer service and operational experience.
* Be flexible, motivated, keen to learn and progress and with a positive attitude.
* Ability to use your own initiative, have a strong eye for detail and suggest improvements.
* Be able to react to, assess and prioritise automated service alerts.
* Have good problem-solving skills and be able to progress investigations.
* Feel comfortable dealing with and escalating incidents and problems to other support teams.
* Possess excellent communication skills, both verbal and in writing.
* Be analytical, methodical and work well under pressure.
Please note that only applications submitted in English will be considered.
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.
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