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Technology Operations Centre Lead

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We’re building a Tech Ops Centre (TOC) and totally rewriting how we manage service, and give more focus to tech and systems used by colleagues.

This TOC includes new capabilities, new tooling and a new physical space. We're building an in-house team to manage service and stability 24 x 7, which will give better visibility of cyber attacks and service incidents across the entire tech estate. By spotting issues earlier and resolving them faster, we’ll deliver better experiences for our customers and colleagues.

In this role you will lead the shift team, providing line management, support and guidance to the TOC Analysts on their shift, whilst also taking responsibility for running the TOC out of core working hours, such as evenings and weekends. You'll also have front line responsibility for managing and coordinating major incident and change activity, ensuring an accurate view of the tech estate at all times.

There is also a fantastic opportunity to seek further opportunities as to how we expand the TOC, become more self-sufficient, taking on more first line support and fixes.


Ownership

  • Manage TOC shift team.
  • Line management of x3 TOC Analysts.
  • Cover/Deputy for TOC Manager.
  • Ownership of incidents and alerts raised from The Very Group tooling.
  • Monitor for attacks, intrusions and unusual, unauthorized or illegal activity
  • Focal point for service and security updates, maintaining a view of the Tech estate at any given time
  • Maintain and develop playbooks in line with working processes, periodical reviews as required.
  • Contribute towards continual service improvement plans.
  • Actively encourage and partake in the onboarding of services to further secure The Very Group estate.


Day to Day Responsibilities

  • Management of the TOC and line management of team members (TOC Analysts).
  • People development of direct reports.
  • Maintenance and improvements of the Technical Operations Centre.
  • Respond to incidents and alerts raised from tooling.
  • Monitor for service and stability issues, attacks, intrusions and unusual, unauthorised or illegal activity
  • Maintain and develop playbooks in line with working processes, periodical reviews as required.
  • Responding to incidents raised from the service and security tooling or partner systems.
  • Actively encourage and partake in the onboarding of services to further secure The Very Group estate.
  • Generate reports from second and third line functions
  • Provide first line advice and guidance to staff and where required escalate to other teams.

Requirements

  • Experience working on shifts/out of core hours, managing complex Tech platforms.
  • Experience in people management and team leadership.
  • Experience of ITIL SM applied in an Agile model (ITL Certified preferable); including but not limited to:
    • (Major) Incident Management
    • Change & Release Management
  • A passion for Service Management, Cyber Security and a keen interest in tech
  • Excellent tech skills, including knowledge of computer networks, operating systems, software, hardware and security
  • An understanding of the cyber security and stability risks associated with various technologies and ways to manage them
  • A good working knowledge of various security technologies such as network and application firewalls, host intrusion prevention and anti-virus
  • Great people skills / relationship management experience - the ability to build relationships quickly across teams and functions.
  • Written communication skills, for example to write technical reports
  • time-management and organizational skills to manage a variety of tasks, prioritize workload and meet deadlines
  • Excellent attention to detail, analytical skills and an ability to analyse complex technical information in order to identify patterns and trends.
  • A natural trouble-shooter, inquisitive and always seeking answers / solutions to problems.
  • An ability to work under pressure, particularly when dealing with threats and at times of high demand.
  • Experience using modern Service Management and SIEM tooling.

Benefits

  • £250 flexible benefits allowance
  • 27 days holiday + bank holidays + option to buy or sell 5
  • A flexible working culture
  • Mental health trained first aiders across the business
  • Onsite gym with over 25 classes
  • 25% discount on our Very.co.uk clothing and footwear, 15% off home and electricals
  • Health and wellbeing agenda
  • Private pension matched at 6%
  • Bonus potential (performance and business related)
  • On-site discounted restaurant and coffee houses
  • Cycle to work scheme
  • Free on-site parking *Subject to availability and postcode eligibility


About Us

We’re The Very Group, home to Very.co.uk, Littlewoods.com and a team of 4,000 super-talented people.

We’re the UK’s largest integrated digital retailer and financial services provider, and we’ve been helping customers say yes when it matters most for over 100 years. In that time, we’ve consistently reinvented our business to adapt to economic conditions and industry changes – going from bricks, to clicks, to mobile.

But despite our passion for reinvention, we’ve never wavered from our purpose; to make good things easily accessible to more people. It means giving our customers the brands they love, an outstanding shopping experience and flexible ways to spread the cost.

We’ve continued to deliver for our customers throughout the Covid-19 outbreak – and we’ve done it by transforming the way we work.

We’re fired up for the future and the next stage in our development. We’ll give customers access to more great brands for themselves and their families, a seamless shopping experience and even more control of their finances through innovation in flexible ways to pay.

Ready to reinvent? Get in touch.


How to apply

This is a fantastic opportunity for someone who is passionate about Tech Ops looking for their next career move. If you're interested to find out more please contact Steven Williams in the talent acquisition team at The Very Group or apply online.

Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this role, you may be required to undertake a credit, CIFAS and CRB check.

We're an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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