Maximo Operations Technician EMEA; Customer-Facing

Power the future of enterprise asset management.

Naviam is the world’s leading IBM Maximo partner, delivering cloud, mobile, and product innovation built specifically for IBM Maximo—the leading enterprise asset management (EAM) platform. Backed by 35+ years of innovation, we design and support enterprise-scale environments and develop the industry’s largest suite of Maximo-dedicated solutions.

Our work supports mission-critical infrastructure worldwide—helping deliver clean drinking water and reliable energy, enabling airports and global rail networks, supporting defense and government organizations, and keeping essential services running every day.

With 400+ employees across more than a dozen countries, our teams span North America, EMEA, and APAC, collaborating across technical, product, and business roles. Guided by our values—One Naviam, Go Beyond, Be Excellent, and Win Together—we offer meaningful work, global impact, and the opportunity to grow alongside industry-leading experts.

If you’re passionate about technology and building solutions that keep the world running, Naviam is where your career moves forward.

At Naviam, we actively invest in the next generation of talent through close partnerships with local universities. In Cincinnati, we collaborate with the University of Cincinnati, where over a dozen of our current full-time team members began their careers through our co-op and internship program. Naviam's student program offer hands-on experience, mentorship, and a pathway to full-time roles across several key areas:

Location: Leeds, Carlisle, London, United Kingdom

Job :179

# of Openings:1

Main

Purpose:

Maximo Operations Technicians are client facing professionals responsible for the provision of excellent customer service and reliable Root Cause Analysis techniques to identify the causes of incidents and problems regarding system configurations, customised applications, reports, data and hardware

Specific Responsibilities:

• To respond to Client’s requests for support in a timely and professional manner adhering to client SLAs.
• To ensure that all work completed as part of a response to a request for support is recorded accurately in tickets and in timesheet entries.
• To employ effective Root Cause Analysis techniques when troubleshooting incidents, bugs or problems reported by clients.
• To be polite, courteous and diligent when communicating with clients over the telephone or by e-mail.
• To ensure that requests for support are responded to in accordance with client SLAs and clients are kept up to date with the progress of their request
• To escalate requests for support to Senior Technician colleagues as and when necessary.
• To ensure that solutions are thoroughly tested and documented prior to being released to client environments
• Manage client environments ensuring they are kept up to date following releases
• Manage the change and release process, produce associated documentation and lead/participate in deployment outages
• To liaise effectively with Support and Delivery team colleagues.
• To be competent and confident in the use and support of the systems being used by the clients to which you are assigned.
• Analysis and tuning of Maximo SQL queries to ensure client systems run smoothly
• To assist colleagues as and when required.
• To participate in Naviam’s Out of Hours on-call support rota.
• To attend training sessions as and when necessary.
• Any other activities that the Service Desk Manager may deem necessary.

The ideal candidate will be an analytical problem solver, with experience in IT Support in similar organisations. The individual should be able to demonstrate:

Skills & Personal Qualities –

Required:

• Minimum 2:1 grade in a Computer Science/Software Development (or equivalent) degree.
• 2 years experience in a similar role
• Experience of establishing good customer focused relationships.
• Good administrative/organisational skills.
• Strong communication skills both written and verbal (fluent in English).
• IT literate with an underlying knowledge of multiple operating systems and VMWare etc.
• Honest, reliable and must maintain confidentiality at all times.
• Well organised, self-motivated and able to work…