4 months ago
• This is a Depot Senior Systems Engineer role within D&T
• Works within a team of technical resources engaged in delivering Infrastructure Services to Sainsbury’s Depot estate and small Business Centre’s. i.e. the deployment of networking, end user devices, diagnosing and fixing faults, preventative maintenance, participating with projects where necessary & developing techniques for more efficient ways of working
• Reduce costs of the operation through service improvements making Sainsbury’s service best value in class
• Is expected to contribute to the improvement of the Service Operations capability within Sainsbury’s
What I need to do
Actively manage the supported services to meet and strive to exceed SLA’s and KPI’s.
Set up monitoring thresholds and alerts to achieve a fix before fail way of working
Undertake assessments of solutions to ensure that they meet the standards that are set.
Represent the team on project delivery taking ownership for the solution implementation.
Ensure changes are thoroughly planned and executed (tasks, risk analysis, regression plans, configuration management).
Ensure security policies and processes are adhered to
Produce all necessary documentation when undertaking work (author/edit Standard Operating Procedures and Problem Determination Guides, maintain configuration records)
Ensure Asset Management procedures are applied (hardware and software).
Deputise for Team Leader on an occasional basis
Ensure activity time is recorded promptly, accurately and in the appropriate way
Acts as the escalation route for more junior members of the team to help resolve issues
Works with managed services providers to ensure that the appropriate technical infrastructure service is maintained
Communication and engagement with team and any stakeholders with which they interact.
Works closely with the Technical Design team to ensure the smooth implementation of solutions as well as the correctly defined support models
Leads the management of issues, incidents and problems within their own area of the business
Accountable for coaching others to take responsibility, own the issue, resolve it (get the required result) and recognises how individual responsibility impacts team delivery
Works collaboratively with a range of people to support the wider business agenda
Sets challenging but realistic performance standards and supports /develops their team throughout and gives them a sense of belief that they can succeed
Acknowledges success and areas for development throughout the team
Ensures the team remain informed and engaged on key business information
How I will succeed
Working closely with managed service providers. Raise service related questions and take responsibility for managing issues found.
Talkback 360 degree feedback from colleagues
Meets or exceeds KPIs set within the team
Resolution of problems logs/requests/project work, delivered to a high standard.
Display of embodiment of Sainsbury’s Leadership Behaviours and Sainsbury’s Company Values when performing the role
Act as a deputy leader of a team of Depot engineers to deliver solutions and services as required by the Depot Infrastructure Lead
What I need to know
Adequate current knowledge in the subjects of the role.
Excellent customer service manner.
Ability to work consistently to defined processes and instructions.
Ability to work on own un-supervised and deliver on time to budget.
Ability to think methodically and logically and communicate well using spoken and written word.
Proven success as a careful and responsible worker in similar technical areas
General knowledge and understanding of IT concepts and architectures with proven experience of successfully managing and maintaining IT services
Has practical awareness of problem solving procedures used for business-critical IT incidents, and a good awareness of their implications for a retail business
Takes responsibility, owns the issue and resolves it through identifying and working with the relevant individuals
Reflects constructively and remains positive when faced with setbacks and continues to work towards a solution. Considers the impact of decisions and reviews decision as required
Takes advantage of every opportunity to communicate relevant information remaining mindful of the audience (e.g. translates complex/technical issues to meet the audience's competency level)
Knowledge and understanding of Warehouse Management Systems
Awareness of warehouse health and safety practices and requirements
Working knowledge of network cabling specifications and uses
Understanding of TCP/IP networking protocol
Working knowledge of network infrastructure, routing and switching technologies.
Working knowledge of telephone systems, Voice over IP, PSTN, mobile;
Working knowledge of windows including Active Directory, Exchange, integrated DNS and DHCP;
What I need to show
Recognize the importance of excellent feedback from customers and having a great customer service manner
Peer assessment of expertise in selected subjects relevant to the role
An awareness and understanding of logistics trends and direction in the supply chain area
Shows visibility to customers as the face of D&T to listen to their concerns and share these with others
Be able to drive own and team’s workload and manage multiple project demands, escalating as appropriate conflicts
Removes barriers to enable others to contribute new ideas that will address areas requiring development
Focuses on the future instead of dwelling on the past and ensures resources (money, time and people) are utilised as effectively as possible
Ability to deliver against strict timescales and timelines, escalating any issues to the appropriate individual(s) when required
Ability to think methodically and logically and communicate well using spoken and written word
Resources available to me
• Third party resources – such as support partner, delivery partners and suppliers
• Other team members within Infrastructure services
• Technical Designers
• External independent information sources
• Supplier Conferences and Trade Shows
• Sainsbury’s systems and toolsets
What decisions I can make
• Collaboratively defines the design and operation of within-team processes.