Service/Systems Operations Lead

Appello UK

Technical expert maintaining voice, data, and cloud environments for Appello’s innovative careline service. Responsible for troubleshooting and system optimization in a third-line support role.

Posted 5/22/2026full-timeNew Milton • 🇬🇧 United KingdomSenior💰 £50,000 - £60,000 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloudDNSJavaScriptLinuxNode.jsSwiftTCP/IPVoIP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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.

Benefits

Comp & 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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SIP-based communication systemsVoIPLinux server managementAWS Cloud servicesNode.jsTCP/IPDNSDHCPVLANsITIL framework

Soft Skills

diagnosing complex issuesroot-cause analysisincident managementtechnical mentoringtroubleshootingproblem-solvingcommunicationteam leadershipcollaborationproactive action