Technology Engineer

An Exciting opportunity to join our Cruise Technology Team where you will be involved in managing the IT escalations and deployments for offshore crew, our guests and colleagues!

If you are keen to learn new technology platforms and enjoy supporting internal and external customers with an exceptional service, this could be a great move to an in-house technology support function. You will have the chance to support colleagues and our guests across an array of technical platforms and hardware.

• You will be required to visit the Ashford Saga Hub around 2/3 times a week with 2 days working from home. You must be within a reasonable commuting distance to attend this office. On occasions you may be required to work onboard one of our ships to support projects and acquire new tech skills., You will be supporting our Lead Technology Engineer by delivering on outstanding service delivery and technical ownership responding to ever changing priorities and demands from across the cruise business.


• Provide support across the technology estate to both ship and shoreside technology teams and to the cruise business user community.


• Working closely with all areas of cruise business to identify and resolve problems affecting the cruise technology estate and where required the on-premises estate.


• Resolution of problems where feasible & accountable for owning the problem resolution (liaising with other agencies as appropriate) until solution, ensuring that the business users are regularly informed of progress.


• Acting as the conduit for issues arising in the business requiring resolution primarily within the cruise technology estate.


• Recognising issues, owning, and escalating appropriately, according to procedures, to both technology and other areas of the business.


• Liaising with internal and external bodies, including user groups, business supervisor, Technical Consultants, Strategic Planning, Project Managers and IT consultants.


• Monitoring systems and proactively recognising and raising issues to the business and to relevant technology functions where required.


• Communication of technology support issues effectively to the business by translation of technical detail and present options identifying both risk, impact and suitable solutions.


• Developing monitoring of infrastructure and application performance, including recognising and raising issues with the business, Services and technology teams as appropriate. Leading by example on the use of incident logging, management, and resolution.


• Administration of the system maintenance procedures; raise, take ownership and update change requests / faults and communicate their progress to both internal and external customers.


• Development, maintenance, and peer review of relevant solution documentation, ensuring all information is accurate, up to date and accessible through ServiceNow knowledge articles or an appropriate SharePoint/Microsoft Teams resource.


• Identification of low value activities suitable for process automation and subsequently owing the development of a solution.


Ultimately, you will deliver world class technology operations for our systems and services. You'll be responsible for the delivery and maintenance of applications and infrastructure. Have an excellent operational focus on system stability, service management, security, performance and reliability.

Candidates will need to demonstrate the following skills and technology knowledge;

• Excellent Communication skills; can offer our guests on cruise an exceptional service and support with technical queries; Wi-Fi, entertainment systems and phone service.


• Have a solid understanding of managing and administering cloud environments including Microsoft 365.


• Can demonstrate their technical skills relating to hybrid cloud environments such as Azure and Microsoft 365.


• Can identify priority tasks and work undirected.


• Able to work methodically under pressure.


• Analytical skills, able to use data to determine cause of incidents, and able to act on this data to resolve incidents.


• Good level of awareness of the ITIL service management processes including incident, problem, and change management.


Desirable;

• Relevant industry certifications.
  
  Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.


At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

• 25 days holiday + bank holidays


• Option to purchase additional leave up to 5 extra days


• Pension scheme matched up to 10%


• Life assurance policy on joining us


• Wellbeing programme


• Colleague discounts including family discounts on cruises and holidays!


• Range of reductions and offers from leading retailers, travel groups and entertainment companies


• Enhanced maternity and paternity leave


• Grandparents leave


• Company performance related annual bonus - Up to 5%


• Income protection


• Access to Saga Academy, our bespoke learning platform