Graduate Application Support Analyst

The role is an interesting mix of DevOps engineering work on projects within Tech Ops team and providing technical support for our Sinara-built applications; maintaining our mission-critical applications, delivering application management support and providing technical support for Sinara software applications to a variety of customers.

You will be responsible for analysing, prioritising and resolving customer support Incidents which may be application, data or system related.

Primary duties include:

• Resolving issues related to applications and environments
• Analysing, prioritising and triaging incidents reported by customers
• Conducting investigations to provide solutions or temporary workarounds
• Collaborating with developers upon identification of potential software defects
• Communicating with customers until incident resolution
• Proactive collaboration in the incidents of all the members of the team

Additional responsibilities:

• Proactively maintaining support material
• Contributing to customer service performance reports
• Documenting routine change requests
• Undertaking routine data or system configuration tasks
• Working alongside the developers undertaking application and system testing
• Deploying applications
• Do maintenance for internal applications
• Set up of new internal application environments

The work is often technically demanding and requires an imaginative thought process. You will collaborate with Sinara’s own software development teams.

Career progression and training

The role will begin with 3 months of structured training and learning the role. Sinara will provide training on industry/domain-specific topics and applications. There will be opportunities to join wider technical training offered within Sinara. Certification training is supported at Sinara where it is relevant to the role.

It would be beneficial to have some experience working in a customer facing support role in an IT environment. Although your academic qualifications are not critically important, you will be dealing with technically able colleagues who set high standards. We are not looking for any specific certification, but you will need to demonstrate some relevant experience. The qualities we are looking for include:

• A general understanding of Microsoft Windows infrastructure is essential, including Web Service technologies
• A good understanding of SQL (Postgres, SQL server, MySQL)
• An enthusiasm for getting the job done without compromising accuracy or quality
• The ability to quickly learn those concepts with which you are unfamiliar
• A fine attention to detail
• Good verbal and written communication
• Effective time management and organisational skills
• Troubleshooting skills
• Customer service skills

It would be very beneficial to have knowledge in any of the following:

• The ability to construct relatively complex SQL queries
• Linux, AWS
• Kubernetes
• Networking
• Terraform, Helm
• Knowledge of financial trading and market data would be useful,
• You may have a software development, system or database administration background but will be keen to move to an application support role with a broader knowledge base.
• Our specialist applications are varied, and you will need to acquire a thorough understanding of the underlying business processes and data structures.

However most of this can be taught on the job. Your attributes

To excel in this role, we seek budding engineers who possess a passion for tackling diverse and complex IT challenges. You should have the aptitude and dedication to rapidly acquire new technical abilities and assimilate fresh domain knowledge as necessary.

We want people who are naturally curious about systems and technologies and thrive on problem solving. You should be proactive, self-driven, capable of independent initiative, and consistently consider the broader context and potential ramifications of the issues at hand.

It’s important that you exhibit exceptional attention to detail, coupled with proficient time management and organisational skills.

Sinara is only able to hire people who already possess the right to work in UK and cannot provide employer visa sponsorship.

Sinara offers a competitive salary and benefits package, which includes:

• Base salary of up to £42,000
• Two profit-related bonus schemes
• Salary reviews every 6 months for the first two years, then annually
• Additional remuneration is available for the out-of-hours support rota
• 25 days of holiday
• A pension plan and pension salary sacrifice option
• Other Benefits:
• Private medical scheme
• Income protection insurance
• Cycle-to-work scheme
• Employee wellbeing benefits
• Training budget per employee
• Hybrid and flexible working: mix of office and home working
• All necessary home working equipment

Working hours

• This position is full-time, predominantly Monday to Friday but may require availability outside of working hours on a rotational basis (to be discussed).
• There is the possibility of joining the “on-call” support rota for additional renumeration.
• It is a hybrid role (with 2- or 3 days in the office and the rest remote)