Senior Operations Engineer
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Role Purpose and Overview
As Senior Operations Engineer you will be a respected and trusted source of knowledge, a subject matter expert in a team of engineers and delivery managers responsible for the delivery and support of TMG's business facing applications in the Productivity and Corporate stack, with specific focus on, but not limited to Google Workspace (G Suite) and Okta Identity Management.
Working in a build and run structure the team promotes the ongoing improvement of these services by providing engineering resources for project work, as well as BAU and 2nd/3rd line support of a user base approaching 1600 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. Making key decisions about configuration options and ensuring we are meeting best practice will be a part of daily life, as will helping prioritise and plan the implementation of these features/functionality. Our ideal candidate will have extensive experience of administering Google Workspace domains and be well versed in transforming Microsoft users into Google lovers!
Finding user-friendly ways of solving business challenges and/or improving working practices in the cloud should be something that excites and drives you. Similarly, you will have extensive experience of Identity Management, ideally having previously administered an Okta tennant of similar size or larger. A firm understanding of OIDC and SAML integrations, as well as profile sourcing for HR Driven Identity, is essential. This experience will be put to use over the next eighteen months as The Telegraph embarks on a significant project in this area.
A working knowledge of the fundamentals of GCP is also essential, support of Windows server based systems is an advantage.
Good, effective communication and change management underpins everything we do.
Mentoring and guiding more inexperienced members will also form a key part of the role.
Key Responsibilities
• Provide 2nd/3rd line support and perform BAU tasks on supported systems
• Configuration, maintenance of supported systems
• Creating and maintaining documentation and a knowledge base for supported systems
• 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, including mentoring of those more inexperienced
• 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
• Engage in 'outreach' activities to promote the department internally and The Telegraph externally
Essential Skills
Experience in playing a leading role in project delivery, demonstrating ownership and the ability to work autonomously.
A passion for customer service with considerable support experience (level 2/level 3) 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 bespoke solutions. A team player with a 'can do' and 'willing to learn' attitude is essential.
• ITIL Foundation
• Google Workspace administration experience
• Configuration and best practice implementation of core services
• Administering Google Workspace using GAM
• Okta administration experience
• Application onboarding
• User lifecycle management
• Profile sourcing
• Authentication protocols such as SAML and OIDC
• Demonstrable experience 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 as well as ability to evaluate risk and take appropriate actions
• Ability to self start, and prioritise to manage own workload/tasks, in a fast paced environment
Additional Skills
• Valid Okta certifications with Okta 'Workflows' module experience
• Valid Google Workspace certifications and experience of GCP where relative to Google Workspace
• User lifecycle management experience with SaaS providers (Slack, Atlassian etc)
• Apps Script experience (or Javascript/an object oriented programming language)
• SCIM API knowledge/experience
• Interaction with API's (and associated tools such as Postman)
• Windows/Windows Server administration
• Change management/Stakeholder management/Vendor management
• Experience of HR Driven Identity
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. 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, socioeconomic 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.