Introducing our new IT team structure and Support Team overview

As part of ESG Global rebrand and recent strategic decisions, our global and corporate IT teams have recently been restructured. We’d like to take this opportunity to introduce you to our new UK IT structure and provide an overview of our support teams who work closely with IT.

UK Corporate IT Team

The UK Corporate IT Team is a new department that has recently been established in the UK.

The Corporate IT Team provides dedicated attention and resource to the Business, improving on services whilst working with the US team, bringing the two Corporate teams closer together and aligning services globally.
UK Corpororate IT Team

From managing starters & leavers to providing keyboards, the Corporate IT Team’s focus is on all things internal.

Our responsibilities are to support the core of the business, manage the IT Service Desk, ensuring that all staff are equipped with the necessary hardware and software to carry out their jobs effectively.

Cloud and Technical Services

The team’s goal is to deliver a best in class underlying solution which underpins ESG UK’s hosted and managed services.

There are two distinct sub teams which sit within the Cloud and Technical Services department; A multiple skilled infrastructure team which caters for on premise (ESG UK’s Private cloud) and Public cloud (AWS, Azure) and the network services team who manage the entirety of the network provision – which includes the recently provisioned Whitespider managed services.
Cloud and Technical Services

The Cloud & Technical Services team works closely with the majority of teams within ESG UK, however a particular close relationship exists between the Application support teams (Retail Energy and uSmart), Project Management and the Security teams.

The team is responsible for AWS/Azure services, Private cloud design/implementation and management, incident management and root cause analysis (in conjunction with Application Support), driving innovation, network design and management, system level patching, security related vulnerability remediation and technical controls implementation to name a few.

Service Desk

ESG Service Desk acts as a single point of contact for all software support requests, queries and issue resolution.

The Service Desk supports all clients using our products as part of our managed service operation as well as those who are hosted or software customers. Operating to ITIL principles, our core service includes ticket triage, user access requests, escalations, incident investigation and resolution, including the investigation and resolution of a number of more complex tickets.
Service Desk

We work with, and are supported by, all departments across the business to deliver to contractual SLAs on incident management, and provide expert support to our customers.

Our objective is to provide excellent customer service through timely, consistent and knowledgeable support to all of our clients, via a diverse range of methods with the ability to raise tickets and provide updates through email, voice or our portal.

Retail Energy App Support

The Retail Energy Application Support team is a customer focused and customer facing team providing tactical and strategic support to all customers’ using our applications.

The team is accountable for ensuring all systems are available for users by proactively monitoring our estate and resolving potential issues prior to service impact. Application Support work closely with the Cloud and Technical Services team who are responsible for the underlying infrastructure and environments, whilst Application Support look after our software applications that sit ‘on top of’ the environment layer.
Retail Energy App Support

Application Support is also responsible for system deployments, upgrades, Change requests and work requests.

These types of requests cover such things as application deployments & configuration during projects, application upgrades, data extracts, routing changes, systems changes or parameter changes.We are responsible for keeping our hosted and managed service clients up to date with the latest industry releases to ensure on-going compliance, including monthly MDD updates and DTC and gas industry releases.Application Support is also responsible for resolving incidents, identifying root cause issues, owning and driving forward technical initiatives, end to end improvements and automation which make our operation more effective and efficient.

uSmart Application Support Team

The uSmart Application Support team is a customer focused and customer facing team providing tactical and strategic support to all customers’ using our uSmart applications which in turn support the rollout and on-going communications management of smart meters across the UK.

Managing the processing of billions of messages through the applications every month, the team is accountable for ensuring all systems are available for users and real-time, critical processes such as meter installations and the top-up of prepayment meters by proactively monitoring our estate and resolving potential issues prior to service impact.
uSmart Application Support Team

uSmart Application Support work closely with the Cloud and Technical Services team who are responsible for the underlying infrastructure and environments, whilst uSmart Application Support look after our software applications that sit ‘on top of’ the environment layer.

The team is also responsible for system deployments, upgrades, Change requests and work requests. These types of requests cover such things as application deployments & configuration during projects, application upgrades, data extracts, routing changes, systems changes or parameter changes.
uSmart Application Support Team

uSmart Application Support is also responsible for resolving incidents, identifying root cause issues, owning and driving forward technical initiatives, end to end improvements and automation which make our operation more effective and efficient.

Due to the real-time nature of the transactions which the uSmart BOL and Adapter manage, the uSmart Application Support team work shift operations which cover 7 days a week - from 7am – 9:30pm Monday to Saturday and from 7am to 3:30 pm on Sundays. We have also recently launched a 24/7 on-call support service for our clients who want to protect their pre-payment and install operations as they scale up.

Introducing our new IT team structure and Support Team overview

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