ABOUT ZENOBE
Our goal is to make clean power accessible, to accelerate the shift to zero carbon power and transport.
We’re building and operating the world’s most sophisticated battery systems to enable the uptake of more renewable power and accelerating fleet electrification, de-risking the transition to zero-emission transport at scale. We’ve been consistently innovative since we were founded in 2017, achieving major industry firsts and using proprietary software and data analysis to optimise operational performance for our customers. At the end of their life, we repurpose electric vehicle batteries to provide clean power at depots, on construction sites and film sets.
Today we have 730 MW of grid scale battery storage operational and under construction and are the largest owner and operator of EV buses in the UK, Australia and New Zealand, supporting over 1,000 electric vehicles worldwide. In our first five years we have raised nearly £1.8 billion in funding and have expanded into other markets such as the US. Our rapidly growing company is looking for highly talented and motivated people to join us.
THE OPPORTUNITY
As a L2 Support Lead, you will be responsible for ensuring the smooth operation of our L2 support function, leading a high-performing team dedicated to rapid incident resolution and continuous improvement of system reliability. You’ll play a crucial role in managing the lifecycle of incidents, driving incident recovery times, and delivering high-quality support for our customers and internal stakeholders.
This role requires strong technical expertise, leadership skills, and a passion for troubleshooting complex issues in a fast-paced, dynamic environment. As part of a company committed to sustainability and technological innovation, your work will directly contribute to building the systems that power a greener future.
A TASTE OF THE DAY TO DAY
Process
- Accountable for the daily operation of the L2 support team as well as participating as an active member of the team.
- Focus on driving down the mean time to recovery (MTTR), First Response Time (FRT) and drive the Incident Resolution rate (IRR) towards 80%
- Ownership of the L2 & L3 incident lifecycle
- Ensure quality information is captured through the incident process
- Act as incident manager for incidents
- Triaging incidents to identify simple fixes or escalation to the correct team
- Target an 80% IRR without need for escalation to Level 3 (e.g. hardware issues, software restarts, roll backs etc.)
- Help teams understand the work they can do to improve reliability
- Maintain a knowledge base to ensure incidents can be resolved without escalation
- Provide high quality incident reporting
- Help us ensure minimal downtime and impact to operations
People
- Accountable for building a high-performing team with the right number of people, skills, experience, and tools to succeed.
- Help your team grow through feedback, learning, coaching, mentoring, experience, and failure.
- Coaching the organisation to reduce the mean time to recovery (MTTR)
- Coaching others on effective incident management
- Managing stakeholders and their expectations during production incidents
Culture
- Build a culture of driving customer satisfaction though high-quality support, great communications and fast resolution of issues
- Foster collaboration and transparency across the department
- Drive effective processes that make stakeholders and teams feel safe in a world where incidents happen
Health and Safety
- Actively contribute to Zenobē's commitment to health and safety, wellbeing and sustainability by; integrating these principles into daily responsibilities, ensuring a safe and supportive work environment, promoting both the physical and mental health of self and colleagues, and adopting sustainable and energy-efficient practices to minimize environmental impact. By doing so, each employee at Zenobē plays a vital role in fostering a culture that prioritises overall safety, holistic wellbeing, environmental sustainability in our business operations.
WHAT WE’RE LOOKING FOR
We realise that certain groups of people are less likely to apply for a role if they don’t meet 100% of the job requirements. To be absolutely clear: if you like the look of this job and think you could do it well, we encourage you to apply with a CV that highlights your transferable skills and experience. Above all, Zenobē is looking for collaborative, flexible, empathetic people who are interested in creating and promoting practical routes to a zero carbon world.
Key Experience:
- Proven people management and leadership skills
- Strong problem solving and analytical skills
- Experience supporting internally developed software
- Strong technical experience (AWS, Linux, Unix, Bash, Logs, CloudWatch etc.)
- Love troubleshooting issues
- Able to multi-task efficiently under time pressure
- Experience managing fully remote teams
- Should be familiar with Git, Slack, MS Office
- Must have excellent verbal and written communication skills
Requirements
- Needs to be comfortable taking part in out of hours on call support rota
WORKING AT ZENOBE
We’re passionate about sustainability and are proud to offer Team Zenobē a pioneering and collaborative working environment. We encourage our people to take ownership of their career progression and celebrate those that can think outside the box.
If you’d like to join our community of likeminded people hit the apply button now, we’d love to hear from you!
WHAT WE OFFER
Charge your career at Zenobē and receive
- Up to 25% annual bonus for being awesome
- 25 days holiday, plus bank holidays
- Private Medical Insurance
- £1,500 training budget per year, to ensure you grow as we do
- EV Salary Sacrifice Scheme
- Pension scheme, up to 8% matched contributions
Lots of our people work flexibly in many different ways, including part-time, flexitime and hybrid working. We can’t promise to give you exactly what you want, but please talk to us about the flexibility you need and let’s see how we can make it work.
OUR APPROACH TO DIVERSITY AND INCLUSION
Our people are our strongest asset and the key determinant of our success, and we value a range of skillsets and perspectives. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. We work to provide equal opportunities and an inclusive work environment, where everyone is fairly treated in the application process and through their career at Zenobē. If there are any adjustments that would help improve your experience with Zenobē, please let us know when you apply.
