Operations and Customer Technical Analyst

This role can be located in any UÉ office in the North West Region.

We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland's national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.

Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland's social and economic growth.

We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.

Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland's water services and meeting the needs of the communities we serve for generations to come.

The Role:

The Asset Operations function forms the cornerstone of service delivery to customers, protecting the environment and meeting regulatory standards as well as managing the majority of operational expenditure. The Asset Operations function has responsibility for operational and maintenance strategy, policies, planning and standard operating procedures for Water and Wastewater operations both nationally and regionally, ensuring that value for money and customer service is delivered.

The Technical Operations Team is responsible for overseeing the resolution of technical/engineering issues and service risk as they arise within the region. The focus of this team will be to ensure the provision of technical analysis, service risk management and enhanced Customer service through efficient handling of escalated complaints and queries.

Reporting to the Regional Technical Operations Manager, the Operations and Customer Technical Analyst will be assigned an appropriate role in the Technical Operations team and will support the resolution of escalated technical/engineering issues, including service risk and safety issues, as they arise. The focus of this role will be to support customers and service risk management, providing technical support and knowledge of operational performance capabilities in order to contribute to the efficient and effective operation of water and wastewater assets.

Main Duties and Responsibilities:

• Responsible for promoting a culture of safe practice and ensuring full compliance with health and safety legislative and UÉ requirements.
• Responsible for investigating escalated Customer Complaints / Local Representative Queries, reporting on resolution and providing updates to Customer in accordance with required timelines.
• Supporting customers through the resolution of Asset Operations escalations, complaints and LRSD queries.
• Support the team in developing and collating responses to Information Requests including FOI, AIE, Media, Legal and Insurance Claims.
• Support the reporting of progress on customer risk identification, mitigation and escalation.
• Support the Regional Operations and/or Technical Operations team in the resolution of

technical/engineering issues.

• Responsible for making technically correct operational, maintenance and repair decisions in a timely manner (using the available data), with efficient use of resources and budget, giving consideration to innovative solutions where relevant and in line with sustainability targets.
• Contribute to the development of operational, maintenance and repair plans.
• Support in the coordination of incident and emergency response, ensuring all health and safety standards are met.
• Support the identification and implementation of technical solution recommendations to improve water treatment and supply / wastewater treatment and network performance or to deliver innovative and sustainable efficiencies within the area.
• Work collaboratively to act as a technical interface for other specialised teams in UÉ.
• Ensure all information is accurately recorded and promptly reported for audit purposes using the technology systems provided.
• Contribute to the development of business processes/procedures as may be required.
• Contribute to achieving the objectives and targets of the Asset Operations Business plans.
• Support Task Forces / Focus Groups set up to manage key needs of the business.
• Support National Initiatives established to meet the needs of the business.
• Support technical scoping workshops as required to verify scope of capital maintenance requests to Asset Planning.
• Participate in out of hours and standby working as required.
• Perform line and performance management duties as required.
• Carry out any other duties deemed necessary and / or required by management.

General Duties and Responsibilities:

• Collaboration with key external and internal stakeholders across the UÉ business
• Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards.
• Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives.
• Other duties as required.

Knowledge, Skills and Experience:

• Relevant third level qualification and or accreditation is desirable
• A minimum of 3 years' experience in a customer-focused role in the water, utilities or similar industries and / or relevant experience
• We keep each other safe - experience / understanding of working within a strong health & safety culture
• Knowledge of water or wastewater treatment and network assets an advantage
• Knowledge of risk management principles and guidelines (ISO 31000) and risk identification at water and wastewater assets
• We do the right thing - knowledge of the application of the current legislation, standards, processes and procedures relevant to water abstraction and treatment / wastewater treatment and network management
• Knowledge of assets and operational performance capabilities to support the timely resolution of non-routine, specialised activities
• Excellent written and verbal communication skills
• We work better together - ability to engage collaboratively with Frontline staff and a broad range of internal stakeholders across various functions and achieve set objectives
• Ability to prioritise and make decisions based on analysis of information within a very fast paced, customer-focused environment

The closing date for receipt of applications for this vacancy is 05/09/2025.

Please note that applications submitted after this closing date will not be accepted.

*Please be advised that if successful you will be placed on the salary range based on your skills and experience. Please note the Market reference point (midpoint) of the range is generally the upper end of the offer where someone is deemed to be fully competent to take on the duties of the role, and leaves room for the employee to progress through the pay range as their experience develops further.

Uisce Éireann is an equal opportunities employer.

We are committed to providing a diverse and inclusive place of work and have a robust strategy and framework called ibelong to enable this. We are an equal opportunity employer and through our recruitment process we welcome and encourage applications from interested and suitably qualified individuals regardless of gender, age, racial or ethnic origin, membership of the traveller community, religion or beliefs, family or civil status, sexual orientation/gender identity or disability.