Operations Engineer

What you'll be doing

• Progress and resolve incidents within the agreed Service Level Agreements (SLA), maintaining high standards of efficiency and quality
• Fulfil time sensitive product related service requests and mitigate urgent or low investigation product related incidents
• Work closely with other departments to resolve complex issues, foster collaboration and communication across teams
• Always maintain a high level of customer service, ensuring customer satisfaction and positive experiences
• Ensure tickets are updated with detailed progress information, making it easy for any team member to take over if needed.
• Manage and support Bede’s infrastructure and microservices within a containerised environment (Kubernetes/AKS)
• Use Observability Stack to respond to Alerts and fix problematic infrastructure (Prometheus/Elastalert)
• Design and maintain monitoring, measuring and alerting configuration (Prometheus/Grafana)
• Investigate and own all related incidents and service requests
• Collaborate with others to troubleshoot and resolve production issues
• Record opportunities to prevent repeat incidents, contributing to continuous improvement and incident prevention strategies
• Identify and document missing processes, procedures, and knowledge base articles to improve operational efficiency and knowledge sharing
• Perform thorough testing as part of fault diagnosis, ensuring accurate identification and resolution of issues

What we are looking for

• Experience in a 1st or 2nd line technical support, operations or service-focused engineering role
• Experience working in a customer or client-facing support environment
• Good Linux administration and troubleshooting skills
• Knowledge of Windows Server
• Understanding of TLS fundamentals
• Experience with tools such as Prometheus, Grafana or ELK
• A good understanding of cloud infrastructure principles, ideally Azure or AWS
• Knowledge of source control
• Understanding of SQL and NoSQL fundamentals
• Strong problem-solving skills
• Clear written and verbal communication
• A proactive, detail-focused approach
• A genuine interest in learning and improving

•  Kubernetes administration or troubleshooting experience
•  CI/CD knowledge
•  Experience with Argo
•  Networking and compute knowledge
•  REST API fundamentals
•  MongoDB and/or PostgreSQL experience
•  Confidence working with technical documentation or release notes
•  ITIL certification

What we can offer you

• A friendly, flexible and trust-based approach to working
• 32 days annual leave, structured to reflect the shift pattern
• Fully matched private pension scheme (up to 8%)
• Bupa private healthcare from day one, including cash plan benefits, dental and optical cover (covers all pre-existing conditions)
• Life assurance cover of 4x your annual salary
• Employee Assistance Programme (via Bupa), providing confidential support and practical advice whenever you might need it
• Access to Calm – the #1 app for meditation and sleep
• Innovation and learning – space to develop skills, try new ideas and experiment, with an annual hackathon where some ideas make it into real work.
• A work-owned mobile phone or tablet of your choice, with the monthly contract covered by us
• A great office setup – free snacks and drinks every day, plus regular food vans from some of the best places in Newcastle
• Bede Bucks – exclusive colleague discounts and access to a wellbeing platform
• Lots of social events – both in and outside of working hours
• Referral programme – help us grow the team and receive a referral bonus of up to £3,000 (pre-tax, subject to scheme terms)
• Bede swag – including hoodies, t-shirts and our much-loved Bede socks
• Bede Holidays – extra discretionary days off through the year as a thank-you for the great work our teams do