Application Support Service Engineer

• We rely on the Application Support Engineer to monitor and support business-critical applications, investigate and resolve production incidents in line with ITIL processes, and help maintain the stability, availability, and performance of critical applications.
• We expect the engineer to work with engineering teams to improve application reliability, performance, and operational resilience, using monitoring and observability tools to identify issues proactively and minimise service disruption.
• The role provides technical support to our service management function, resolving complex issues for specific clients or groups of clients.
• The role develops our support model and service offering to improve service for customers and stakeholders.
• The role carries out preventative maintenance on hardware and software and uses monitoring tools and metrics to identify, prevent, and address potential issues.
• The role maintains a knowledge base documenting resolved cases for future reference, self-service, and knowledge sharing.
• The role analyses system logs, error messages, and user reports to find the causes of hardware, software, and network issues, then resolves them through repairs, software reinstallation, or configuration changes as appropriate.
• The role contributes to automation, monitoring enhancements, capacity management, resiliency, business continuity management, front-office support, and stakeholder management.
• The role identifies and remediates potential service-impacting risks and issues, or raises them through the appropriate process.
• The role proactively assesses support activities and implements automation where appropriate to maintain stability and improve efficiency.
• The role tunes monitoring tools, thresholds, and alerts so that issues are identified when they occur.
• We expect colleagues to complete prescribed activities on time and to a high standard, drive continuous improvement, and take responsibility for operational outcomes and end results.
• The role partners with other functions and business areas, guides and persuades team members, communicates complex or sensitive information, and builds relationships with stakeholders beyond the immediate team.
• The role escalates policy or procedure breaches appropriately, embeds new policies and procedures adopted for risk mitigation, and takes ownership of risk management and control improvements.
• The role delivers work in line with applicable rules, regulations, and codes of conduct.

Technologies:

• AWS
• CI/CD
• Cloud
• GitLab
• Hardware
• Support
• ITIL
• Kibana
• Linux
• Network
• SQL
• Unix

• We require strong AWS knowledge from an application support and operational support perspective, including troubleshooting cloud-based applications and services.
• We require experience with MS SQL, including query analysis, troubleshooting, and support for database-driven applications.
• We require strong Unix/Linux administration and troubleshooting skills in production environments.
• We value experience supporting APIs and understanding application integration concepts.
• We value exposure to CI/CD processes and tools such as GitLab pipelines, including an understanding of release and deployment practices.
• We value experience with monitoring and automation tools such as Kibana, AppDynamics, and other observability platforms.
• We expect in-depth technical knowledge and experience in the assigned area, along with a thorough understanding of its underlying principles and concepts.
• We expect technical expertise in the work area and the ability to advise where appropriate; the role also requires influencing decisions, evaluating factual information carefully, and resolving problems using acquired technical experience.
• We expect colleagues to understand how their sub-function integrates with the wider function and contributes to organisational objectives, and to build knowledge of our products, services, and processes.
• Where the position has leadership responsibilities, we expect the ability to lead and supervise a team, support professional development, allocate work, and coordinate resources. People Leaders are also expected to demonstrate our LEAD behaviours: Listen and be authentic, Energise and inspire, Align across the enterprise, and Develop others.
• We expect colleagues to demonstrate our Values of Respect, Integrity, Service, Excellence, and Stewardship, and our Mindset to Empower, Challenge, and Drive.