Senior Digital Infrastructure Specialist
The successful candidate will play a key role in ensuring the effective delivery of essential IT services for our clients and their customers. They will be responsible for managing and supporting business applications, networks, and systems across multiple markets.
Key Responsibilities:
* Business Applications Support: Manage and support all business applications used by our clients and their customers, including charge point management systems, revenue management systems, payment gateways, interfaces, and customer-facing digital applications.
* Network and Systems Availability: Work closely with our client's Operations team, service providers, and roaming partners to maintain high availability and utilisation of charging networks across all markets - ROI, NI, and GB.
* Customer Operations Troubleshooting: Provide 3rd level support to an ever-increasing number of customer queries in collaboration with our client's operations team and business partners, spanning areas such as billing, charge point communications, payments, and international roaming.
* On-boarding and Systems Integration: Work with field staff, service providers, and business partners to facilitate the connection and on-boarding of new charge point models, e-mobility roaming platforms, and e-Mobility Service Providers.
* Service Management: Coordinate, monitor, and manage on a day-to-day basis effective service provision by all providers in the areas of availability, issue and incident recording/tracking, change request logging/scheduling, outage planning/management.
* Testing and Release Management: Draw up and execute test plans to verify and validate system enhancements/new feature sets and manage their transition into production.
* New Feature/Product Rollout: Work jointly with the IT & Digital Products Owner to communicate, prioritise, and shepherd the efficient and effective implementation, delivery, and rollout by outsourced partners of new features with minimum business disruption.
* Cyber Security and NIS Directive Compliance: Implement identified controls and mitigation plans to address identified cyber security risks and NIS Directive compliance gaps in our client's systems. Implement operational and technical controls such as system upgrades including patches and security configurations. Work closely with vendors to get assurance on their management of cyber security risks.
* Data Management: Manage the exchange and import of business data from SaaS providers and business partners, and work with data analytics specialists to facilitate the creation of management reports and data dashboards.
* Documentation: Create and maintain a comprehensive knowledge base of procedures, work instructions, and job aids in order that all IT & Digital Operations team tasks and activities are fully and comprehensively documented.