Operations Engineer, Editorial Applications

Telegraph Media Group

Location: Greater London

Job Type: Full time

Posted


Description

About The Telegraph

The Telegraph is an award-winning, multimedia news brand synonymous with quality, credibility and authority for more than 160 years.

We are renowned for the analysis, perspective, opinion and insight our journalism provides to a discerning audience. Every day the content we create sets the news agenda, sparking debate and provoking comment.

Our vision, with quality journalism at the heart, is to pioneer new ways to serve 10 million registered users and 1 million subscribers. We’ll achieve this with a constant focus on our journalism, and by using the data and understanding we have of The Telegraph’s audience to successfully grow our revenue streams from subscriptions to advertising, travel, events, and financial services.

We want to capture the diversity of thought through our people, create inclusive working environments that allow everyone to be their authentic selves at work while creating a sense of belonging to ensure we have the highest performing teams.

About the Role

Telegraph Media Group is currently recruiting for the position of Operations Engineer to work in our ‘build and run’ Applications team, responsible for the Editorial and Commercial suite. As a build and run team we manage the full product lifecycle of the applications, providing subject matter expertise, resourcing for on-going project work, as well as BAU and supporting the user base. You will be based in the Victoria office, working on a hybrid basis with 3 days in the office.


Key Responsibilities

  • Provide support and project resource for all Editorial and Commercial applications across a diverse range of technical environments (such as Content Publisher (NewsCycle Solutions), AdPoint (LineUp), AdDesk (Papermule), Content Hub for Publishers (Open Text), Xtra (Fingerpost) and Workfront).
  • Installation, configuration, maintenance and ongoing availability of supported systems
  • Creating and maintaining documentation and 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 internal teams and product vendors
  • Analysing trends in monitoring / incidents to provide ongoing improvement
  • Cross training / knowledge transfer to other team members
  • 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 09:00-18:00hrs on a 8hr shift basis - weekdays
  • Out of hours and weekend cover where necessary
  • Provide 24/7 on call support on a rotating shift basis across the team


Essential Skills

  • A passion for customer service with considerable support experience (including level 2, ideally level 3, or specific application support) and an understanding of business workflows and processes, triage and escalation
  • Analytical approach, with good attention to detail, being able to provide analysis and troubleshooting on complex bespoke systems
  • Experienced in Windows and Mac environments
  • Experience working with varied Editorial and Commercial applications
  • Good team working and communication skills
  • Experience of service desk tools to ensure tickets are accurately tracked, updated and closed in a time effective manner
  • Have a working knowledge of and adhere to change and problem management processes (ITIL)
  • Ability to create and maintain documentation to a high standard
  • Experience working with project teams to transition apps / systems into service
  • Ability to anticipate and evaluate risk and take appropriate actions

Desirable Skills

  • Experience of any of the supported systems (see list above) would be an advantage but is not essential.

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.

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