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Operations Support Engineer

Operations (IMImobile Europe) – High Wycombe, Buckinghamshire
Department Operations (IMImobile Europe)
Employment Type Full-Time
Minimum Experience Mid-level

Based within our High Wycombe operations centre, the Operations Support Engineer will be responsible for monitoring and reacting to alarms and ultimately resolving all service related issues. All customer-facing and internal platform elements, including mobile operator connections, will be required to be monitored to maintain service levels in line with customer SLAs and KPI’s.


The Operations Support Engineer requires a broad range of skills which include MYSQL and IP networking. Engineers will be responsible for the gathering of information in the event of an incident and assessing impact on the services. Maintaining communication with customers and escalating issues as per our incident management process.


Operations support engineers will be required to work a shift pattern providing a 24x7 365 days per year support of the systems.


Responsibilities and Duties: 


  • Handle phone and emailed client questions promptly and accurately, with good client relationship building
  • First line diagnostics and replication of faults and appropriate escalation
  • Handle support tickets to ticket SLA requirements, escalating to Operations Team Leader on SLA breaches
  • Provide efficient fault resolution – both internally and externally
  • Identify and document processes and improvements to increase service quality
  • Carry out methodical, structured testing of client services as well as random and ad hoc testing
  • Ensure accurate and effective configuration of client generic programmes such as Gateway, consoles, text mail such as Gateway, consoles, text mail
  • Ensure all programmes detailed on operations checklist is running correctly
  • Provide high-quality bespoke reporting to clients
  • Identify root cause and escalate accordingly to third parties or internal on-call technical support engineers


Key Performance Indicators: 


  • Customer (internal and external) satisfaction with operations
  • Meet ticket SLA targets
  • Platform meets SLA requirements
  • Completion of all routine duties before the end of the shift
  • Reporting back to the client to internal and external guidelines
  • Thoroughness in the investigation of issues


Experience, Qualifications and Technical Knowledge:


  • The job holder must be aware that they will be handling sensitive data on behalf of clients and may be exposed to adult content within the job role.
  • Experience of working in an Operational environment (highly desirable)
  • Experience of 24/7 shift work. (highly desirable)
  • Good English communication skills. (highly desirable)
  • Knowledge of MYSQL,SQL as a user.
  • Knowledge and experience of working with networks.
  • Although specific experience in a similar job is not necessary, a background in IT/Mobile Networks, to some extent, is however essential
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  • Location
    High Wycombe, Buckinghamshire
  • Department
    Operations (IMImobile Europe)
  • Employment Type
  • Minimum Experience
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