🌐SERVICE/SYSTEMS OPERATIONS LEAD

Ready to take the lead in keeping cutting‑edge IT systems running at peak performance?

We’re looking for a technical expert to own and enhance our voice, data, and cloud environments—solving complex issues, shaping future improvements, and guiding our Third Line team. If you thrive on challenge, innovation, and making an impact, this is where you belong.

🕰️Hours: 35 hours per week

📅Shift pattern: Monday - Friday

💸Salary: £50-60,000 pa dependant of experience

📍Location: Hybrid New Milton - expectation in office after initial training 1-2 days per month

🎓Training : up to 2 weeks initially on site

📆Start Date : March/April 2026

🌍This role is a UK based role and any hybrid/remote work must also be within the UK.

😎Appello Perks

• 175 hours holiday pa plus Bank Holidays

• Private Medical Insurance- Individual Cover

• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more

• 24/7 employee assistance programme with an easily accessible app!

• Family and friends’ discounts on our services & products

• Pension Scheme, up to 4% Company matched

• Free on-site parking

🧩 ABOUT YOU

You're an experienced technical specialist who thrives on solving complex problems, owning advanced issues, and keeping critical systems running smoothly. You’re confident working across SIP, cloud, servers, and networks — and you bring a proactive, analytical approach to everything you do. You're also someone who enjoys sharing your knowledge, supporting others, and being the expert people turn to when things get challenging.

⭐ ESSENTIAL(What You’ll Bring)

• 3–5 years’ experience in a third‑line IT support role, handling escalations and advanced troubleshooting.

• Strong hands‑on expertise with SIP‑based communication systems, including VoIP and related technologies.

• Solid Linux knowledge and experience administering server environments.

• Proven experience managing and supporting infrastructure within AWS Cloud services.

• Ability to diagnose complex SIP signalling, call quality, and NAT traversal issues.

• Skilled in using SIP analysis tools such as Wireshark, SIP traces, or packet analysers.

• Strong understanding of TCP/IP, DNS, DHCP, VLANs, and firewall rules impacting SIP traffic.

• Working knowledge of AWS Lambda or Bash.

• Solid grounding in the ITIL framework, with experience following ITIL-driven processes and controls.

🌟 DESIRABLE (Nice to Have)

• Experience working with Technology Enabled Care Services (TECS) or SmartTEC environments.

• Advanced familiarity with diagnostic tools such as Wireshark or SIP trace utilities.

• Any exposure to Node.js or application-level debugging.
  

🌐 WHAT YOU WILL BE DOING

In this role, you’ll take ownership of our most complex technical challenges and play a key part in keeping our systems resilient, high‑performing, and ready for the future. You’ll work across cloud, network, voice, and server environments while supporting the growth of our wider support team.

🛠️ Advanced Technical Support

• Take the lead on diagnosing and resolving complex hardware, software, and network issues escalated by Tier 1 and Tier 2 teams.

• Carry out deep root‑cause analysis to eliminate recurring problems and improve system reliability.

• Manage high‑impact incidents, ensuring swift resolution and minimal business disruption.

• Oversee server fault analysis across cloud and on‑prem environments, including Linux/Windows server management.

• Troubleshoot applications—including those written in Node.js—and manage over‑the‑air firmware updates.

• Monitor performance across AWS and Azure, taking proactive action to prevent downtime.

• Work confidently within the ITIL framework to maintain service quality and compliance.

📞 SIP, Network & Systems Management

• Maintain and optimise SIP‑based platforms, including VoIP and VoLTE solutions.

• Configure and manage SIP trunks, ensuring seamless integration with PBX systems and providers.

• Investigate and resolve advanced SIP issues—from call routing failures to quality degradation.

• Analyse and optimise network configurations impacting SIP traffic, including firewalls, NAT, and QoS.

📚 Knowledge Sharing & Team Development

• Act as a technical mentor to first- and second-line teams, helping grow their skills and confidence.

• Produce clear, high‑quality documentation, including troubleshooting guides and system diagrams.

• Collaborate with Service Management to ensure all SysOps activities follow ITSM standards and processes.

🤝 Supplier & Vendor Collaboration

• Work closely with third‑party suppliers to resolve complex issues efficiently.

• Support the management of SLAs and maintain strong working relationships with external partners.

READY TO APPLY ✅

If you are interested in this role please upload your CV and answer a few questions about yourself

OTHER INFORMATION

This is an exciting time at  the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.