Operations Engineer

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.

• 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.

In your first year we would expect you to;

• Become competent in handling BAU tasks in an efficient manner (2nd/3rd line level).
• Help coach our line 1 engineers first contact fixes.
• Promote best practice of using the supported applications/services.
• Get involved in solving business challenges and increasing efficiency.
• Automate processes to make them more robust and remove the need for manual intervention.
• Develop your ability to investigate and resolve more complex technical issues.
• Help us keep our excellent reputation as a ‘can do’, ‘will help’ team.
  
  

  Essential skills required for the role

  A passion for customer service with considerable support experience (line 1 / line 2) and an understanding of business workflows and processes, triage and escalation. The successful candidate will have an analytical approach, with good attention to detail and be able to provide analysis and troubleshooting on complex solutions. A team player with a ‘can do’ and ‘willing to learn’ attitude is essential.

   

  • 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

  Additional skills useful for the role

  • 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