Position Description
Our client is looking to expand their team with a new IT & Digital operations Specialist role. This is an opportunity to grow an expanding team in an evolving team that is responsible for operating and managing the e-mobility space in the Republic of Ireland, Northern Ireland and Great Britain.
The IT & Digital team is responsible for ensuring the effective delivery of essential IT services for our client and their customers as well as for evolving the IT & Digital services over time to meet their evolving business goals and requirements.
The IT & Digital Operations Specialist, is responsible for ensuring the effective operation of the integrated landscape of IT & Digital services. The ideal candidate will possess a broad range of IT & Digital skills, knowledge and demonstrable practical functional experience across the technical domains of digital / web / mobile applications, database systems, IoT (Internet of Things) and computer networking, and have excellent organisational, service management, and troubleshooting skills.
Key Responsibilities
- Business Applications Functional support and operation - manage and support all business applications used by our client and its customers, including the charge point management system, revenue management system, payment gateways, interfaces, and our 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 the 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 - co-ordinate, 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, prioritize, and shepherd the efficient and effective implementation, delivery and rollout by outsourced partners of new features with minimum business disruption. For example - 'Plug-And Charge', 'Smart Energy Management', and new payment methods such as Contactless / Digital Payments and Direct Debit.
- 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 (Software as a Service) 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.
Experience and Qualifications
Essential
- 5+ years relevant experience
- Broad knowledge and experience of implementing and supporting digital systems using a range of technologies including Azure and Google cloud, web services and APIs (Application Programming Interfaces), together with a thorough understanding of functional areas such as customer billing, payment processing & CRM.
- Comprehensive experience in service, incident, problem and vendor management.
- A good understanding of communications, networking and operations technology.
- Familiarity with information security, cyber security policies and procedures, standards and regulations.
- Highly organised, energetic, enthusiastic, with an innovative mindset and a can-do attitude.
- Minimum degree level in Computer Science, Information Systems or Engineering.
Desirable
- Relevant qualification(s) would be a distinct advantage.
- ITIL 4 Foundation / Managing Professional Certification
- Certified Information Systems Security Professional (CISSP) or related
- Mobile technologies
- Knowledge of E-mobility and Energy industries.
- Knowledge of electromobility-centric IT systems, including protocols and standards such as such as Open Charge Point Protocol (OCPP) and the Open Charge Point Interface Protocol (OCPI) would be desirable.
- Full Irish driving licence.
