L2 Shift Engineer

Job Title: 24/7 Eyes-on Shift Engineer

Experience: Proven experience as an Engineer, Technical Support Engineer, or similar role in a technical environment.

Company: Mastek Limited

Location: Leeds (Hybrid working with a minimum of 2 days onsite per week)

Job Type: Permanent, Full Time

Shift and Schedule: 24/7/365 service provision with 12-hour shifts on a 4-week rotation pattern.

About Us: Mastek Limited is a leading provider of IT services and solutions, committed to delivering exceptional service and support to our clients. We value innovation, collaboration, and integrity, and are dedicated to maintaining a diverse and inclusive workplace where all employees can thrive.

Job Summary: We are seeking a proficient and motivated 24/7 Eyes-on Shift Engineer to join our Service Management Centre team. The successful candidate will play a critical role in providing advanced technical assistance and problem resolution for Public Sector customers. This position involves close collaboration with cross-functional teams to ensure exceptional customer support and the integrity of our services. You will be part of a team that delivers continuous service monitoring and incident response, essential to the digital footprint of government services.

Key Responsibilities:

• Provide dedicated eyes-on monitoring of service dashboards to identify anomalies, minimize service impacts, and prevent incidents.
• Conduct proactive system and security monitoring, alert triage, initial investigation, and timely escalation of incidents in line with agreed processes.
• Create and maintain detailed technical documentation, including issue resolution steps and troubleshooting guides.
• Contribute to service improvement by identifying recurring issues, operational risks, and opportunities for automation.
• Collaborate with L3 teams to deliver service improvements that enhance service stability.
• Own incidents until resolution or handover to a new owner, ensuring effective problem mitigation.
• Investigate problems in support systems, contributing to the implementation of remedies and preventative measures.
• Collaborate with the Buyer’s on-call MIM team during major incidents outside core support hours.
• Provide major incident support for technical bridge calls.
• Identify and develop process optimization opportunities, enhancing Service Desk procedures.
• Maintain confidentiality in accordance with data protection policies.
• Deliver to service quality KPIs that support Mastek’s service management.
• Demonstrate knowledge of specific technologies necessary for the role.
• Develop technical knowledge across supported services.
• Stay informed of industry developments and emerging tools and technologies.
• Undertake additional duties as required by management.

Qualifications:

• SC eligible.
• Educated in Computer Sciences or equivalent experience in a technical environment.
• Detailed understanding of service spectrum tools (Datadog dashboards, familiarity with core AWS services such as EC2, CloudWatch, S3 and RDS at a read only level.
• Basic Linux command skills including log viewing and simple system checks.
• Understanding of essential networking concepts including DNS and common code.
• Knowledge of Jira, ServiceNow, Splunk, Dynatrace, Grafana and GitHub.
• Strong proficiency in troubleshooting and resolving technical issues in software applications, systems, and networks.
• Excellent problem-solving skills and ability to analyze complex scenarios.
• Outstanding communication skills, both written and verbal.
• Experience with support ticketing systems and CRM tools.
• Proven experience in a live service environment, resolving alerts and incidents.
• Advocate of ITIL best practices.
• Experience in fault finding and improving first-time fix ratios.

Key Competencies:

• Ability to communicate effectively with colleagues of varying IT skill levels.
• Strong organizational, time management, and work prioritization skills.
• Ability to work independently and take initiative.
• Creative problem-solving abilities.
• Accuracy in recording detailed information and engaging with customers for additional insights.
• Commitment to high-quality standards.
• Customer-focused approach.
• Flexibility to work according to business requirements.
• Collaborative team player.
• Fluent in written and spoken English.

What We Offer:

• Comprehensive health insurance for employees and their families.
• Flexible work hours with hybrid working arrangements.
• Opportunities for professional development and skill enhancement.
• Access to cafeteria facilities.
• Emphasis on maintaining a healthy work-life balance.
• Various retirement benefit plans.
• Generous vacation and leave policies.

How to Apply: Please submit your resume and a cover letter detailing your qualifications and experience to [application email or link].