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Job Details


Technical Lead (Permanent)

Location: Portsmouth, Hampshire Country: UK Rate: Up to £43073.00 per annum + including shift allowence

I have an exciting opportunity for an experienced Technical Lead based in Portsmouth working for a leading service delivery organisation.

This is a customer facing position in a demanding and fast paced support organisation and is perfect for a self-motivated, forward thinking, innovative and intuitive individual with the ability to 'think outside of the box'. The role covers a number of aspects both technical and managerial encompassing and in order to support projects more effectively, the Technical Leader team has introduced the concept of a Project Tech Lead and an Operational Tech Lead. These have been defined and incorporated within these R&R's.

The successful candidate will possess the following:
Strong communication skills
System architecture experience
Leadership skill
Detailed infrastructure knowledge (UNIX, DB2, MQ, Intel)
Service Level Management (Change, Problem and Incident management)
Project Management
Business Continuity and Availability


Project Tech Lead:

*Review project macros designs and solution documents and provide feedback as requested.
*Assist the Command Centre manager with project sizing estimates for workload that affects the staffing level of the Command Centre.
*Responsibility to highlight project issues to Service Management and Command Centre Manager.
*Support End-to-End project life cycle. From project start to Production cut over, including consistent updates and reviews of project status conducted with CC teams.
*Support projects from an operational architecture perspective ie plan review, meetings, challenge solution, measure service risks, support test plans and scheduling and problem recovery.
*Encourage and enhance the working relationship between the Project Management community and the Command Centre Tech Leads at the Global level.

Operational Tech Lead:

Technical Leadership

*Technical management of the live services.
*Management and coordination of both technical and non-technical personnel/support teams to drive speedy problem recovery
*Work closely with the Project Tech Lead to attend various project planning and implementation meetings.
*Work with team to recognise scope creep and action to minimise and/or reduce impact.
*Minimise risk by proactively identifying service improvements ie automation of tasks, document/procedural updates, and eliminate manual checks to help mitigate against long term problems.
*Work with support teams to develop, test and implement workarounds in an effort to quickly restore service.
*Own all infrastructure incidents until a workaround is identified and implemented.
*Mentor and become an active participant in the training of CC individuals.

Problem and incident management

*Serve as a senior technical interface to the customer.
*Technical Ownership of Severity 1 & Severity 2 problems and incidents including coordinating the technical resolution of the problem with appropriate support team(s)
*Attend Major Incident Reviews (MIR) to investigate effective remedial actions.
*Attend Daily Problem Call with the Customer.
*Confirm the technical viability of maintenance period plans
*Work closely with Change & Change Management to improve the Problem Process and audit readiness

Change review management

*Review/Approve all Changes considering risk and mitigation.
*Assume ownership of all Changes into the Command Centre with regards to ensuring suitability for acceptance into the live service.
*Effectively and efficiently manage the Change weekend, driving status and customer calls.
*Work closely with Change Management to improve the Change Process and audit readiness

Knowledge Management

*Maintain and review the Technical Lead Knowledge base/team room.
*Review procedures when required/assigned.
* Ensure key Problem Determination & resolution actions are added to the Technical Lead Problem Determination knowledge base.

Shift Operation

*Maintain, support, and enforce the Active/Active model
* Encourage Support Teams to interface with the active Command Centre
* Required to work a 24x7 rotating shift pattern comprising of earlies, projects, nights and weekends.
* At the beginning and end of shift ensure an adequate handover is provided to the oncoming shift
* Maintain the Technical Lead Handover Database.
* Manage time on shift to ensure all Technical Lead tasks and responsibilities have been appropriately progressed.
* Provide cover when required ie to cover sickness, holiday, or training
* Manage the TL rota, modifying and adjusting when necessary.
* Attend (and Chair on a rolling basis) the TL conference call/team meeting
* Produce a TL conference call agenda, and document minutes
* Support/Work with Project Focal TL for Project implementations

Professional Support

*Provide advice, support, and guidance to other members of the Technical Lead team, and the wider team as a whole.
*Respond to queries from teams in and out of the Command Centre for day to day issues
*Provide technical information and education to other Command Centre teams if requested

Time recording

*Ensure that ALL hours worked are recorded correctly on time recording application.

ECS Recruitment is acting as an Employment Agency in relation to this vacancy.

Posted Date: 10 Sep 2019 Reference: JS-BBBH6865 Employment Agency: The ECS Group Limited Contact: Chris Bicknell