Alarm Technician (2680)
South West Water
Full-time
On-site
Exeter, United Kingdom
Other
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
We currently have a great opportunity for an Alarm Technician to join our team and work within the Control Room. The role is a permanent, full-time position based in Exeter and you will receive an annual salary of £24,125 (including shift allowance which will result in a total gross salary of £32,417) plus excellent benefits.
About the role:
You will be working within a team to provide information and support to internal and external stakeholders and ultimately customers, through the provision of a professional and efficient service. This means receiving, interrogating, actioning and accepting of SCADA system alarms and other notifications on a 24/7 basis to support business critical processes to set performance standards. You will also be required to work closely with stakeholders from field Hub sites and other Operational Teams, assisting the wider Control Centre staff as required and to operate any commercial contracts ensuring all KPIs and SLAs are met.
Please note, you must be available to work on a 24/7 shift pattern with a flexible approach 365 days a year. Shifts are six days on with four days off as per the following:
Morning: 06:00 – 14:00
Afternoon: 14:00 – 22:00
Night: 22:00 – 06:00
What you'll be doing:
- Alarm Handling
- Interrogating alarms using site system data
- Using SAM, can triage alarms to ensure only alarms requiring action are redirected.
- Annotates alarms thoroughly to create an audit trail used by other functions and which will appear on reports
- Prioritises alarms effectively according to business needs - e.g. Under storm conditions to prevent pollution
- WPD Shutdowns – Dealing with Western Power shutdown notifications and notifying the relevant asset managers
- Team Mailbox - Ensures relevant messages are forwarded onto other staff as appropriate. Monitors and responds to incoming messages regularly during period of duty. Can insert relevant appointments and reminders. Respond to appointment reminders in good time.
- Minicom - Use of the Mincom system. Understanding of when system should be in use.
- Press Office contacts - Passing press office enquiries to the standby officer, obtaining all relevant details from the media representative
- Leaver Notifications - Updating and actioning of staff leaver and change of employment notifications.
- Emergency Services Contacts – Logging and cascading contacts received by the emergency services, such as fire hydrants in use or network related issues.
- Morning Checks – Running a daily check on the IS infrastructure, logging an issues detected
- Emergency work orders - Provides partners with Emergency Work Orders when required
- Event Logs - Creates and updating a new event log when notified of a network shutdown & locating & updating existing logs when updates are received from the field teams
- Handover Reports – Recording shift information on tasks completed, actions performed, or ongoing issues or incidents. Taking information such as staff sleep time.
- Iscada Password Resets – Resetting user passwords out of hours
- BT Fault Reporting – Reporting faulty site BT lines as reported by field operators
- Standby Spreadsheet – Make amendments as required to changes to the daily standby rota
- CRM - to monitor and action any ooh urgent customer contacts and follow ups.
- CBR - Uses CBR to record customer comments and enter details into CRM and Ellipse
- Event Messaging - Being able to determine the scenarios that will require an event message. Able to record and update a message
- SWIMM – Adding event information such as polygons
- Waterlive – Providing live information to customers with any network related issues
- Pollution reports – Responding to pollution reports received from an online form out of hours
- Staffcall/Loneworker : Takes immediate action and treats as P1. Follows escalation procedure as per the work instructions
- Blackline G7 : Receive welfare alerts from Securitas. Takes immediate action and treats as P1. Follows escalation procedure as per the work instructions
- Vehicle Panic Alerts : Dealing with receipt of a vehicle panic alarm. Takes immediate action and treats as P1. Follows escalation procedure as per the work instructions
- Welfare Multi Timers : Activating and monitoring of timers for staff welfare out of hours. Following process for set trigger points
- CCTV : Can operate the CCTV system, set cameras and monitor sites as required. Perform weekly checks and feedback any issues
- Building Alarms : Activate the Peninsular House building alarms as agreed timescales
- Hatch Alarms : Triage of Hatch system alarms, using hatch monitor system if required
- Homesafe: Ensuring that our people get home safe every day. To create a team that strives to ensure that there are no serious incidents or lost time injuries by creating an environment that puts safety first.
Triage of alarms in and out of hours. Identifying alarm group ownership, priority levels and associated SLA’s reacting in accordance to these levels. Understands the process's associated with P1 alarms
Emergency Line
Understands the importance of the Emergency line, which is to be answered immediately. ‘Live’ calls should be put on hold or terminated.
Admin Duties
The process knowledge, systems knowledge & skills required to maintain and use the corporate systems identified below :
Customer Contacts
Record and action as necessary customer calls as part of the wider South West Water Team. Support, whenever required, in maintaining the necessary cover in the customer contact area. Logging customer contacts requires use of the following systems :
Health, Safety & Security
What we are looking for:
- Experience of working in a high volume work atmosphere
- Experience of working in an office type environment
- Good general standard of education with a minimum of GCSE (or equivalent) Grade C or equivalent in English and Maths.
- Geographical knowledge of the South West
- Ability to be able to interrogate and analyse data and information
- Resilience, ability to stay calm when under pressure
- Positive attitude
- Flexible approach with the ability to embrace change
- Ability to prioritise and organise workload
- Excellent verbal and written communication skills are essential, along with the ability to communicate at all levels.
- Committed team player
What's in it for you:
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Share-save Scheme
- Various health benefits
- Wellbeing support programmes
- A range of Group Discounts
- Cycle to Work Scheme
- Financial support services
- And plenty more!
We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the Southwest and are proud to have been awarded Investors in People recognition.
In return, we offer an excellent range of benefits including:
Closing Date: 10th April 2025
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.