Location & Working Pattern
Location: Bristol, London, Manchester or Swansea with a hybrid working policy. Working pattern: shifts of 08:00-17:00 or 09:00-18:00 (Monday Friday), or limited peak periods shifts of 07:00-16:00 or 10:00-19:00. Depending on client contracts, you may be required to join an out of hours on call rota, which comes with additional compensation.
About the Role
As an application support engineer at Made Tech you will work collaboratively within Managed Service teams to onboard new services without disruption, deliver enhancements, provide ongoing maintenance and support services, and continuously improve both digital services and service operations using DevSecOps practices and data driven user analytics. Operating within a managed service environment, you will maintain a range of digital services, data services, and platform offerings. You will maintain application management procedures and documentation and manage application enhancements through to live operation.
Key Responsibilities
- Participate in proactive knowledge transfer activities with incumbent suppliers
- Conduct code review and quality analysis, including the review of complete services and implementation of code scanning tooling
- Review and improve technical documentation such as architecture overviews, deployment process definition and incident resolution runbooks
- Ensure all requests for support are dealt with according to set standards and procedures, and suggest ways to improve those processes over time
- Participate in incident investigation/root cause analysis and deliver technical solutions targeting the root cause within agreed SLAs
- Implement application enhancements to improve business performance, applying a holistic product lens to services
- Provide out of hours support where necessary - shifts managed via on call rota
- Automate and improve monitoring of application performance, including setting up cloud and application level monitoring tooling
- Update documentation such as knowledge base articles, playbooks and service definitions
- Apply test driven development, ensure appropriate test coverage and evidencing testing outcomes
- Design, build and maintain CI/CD pipelines including automated testing supporting multiple environments
- Act as an active member of Made Tech's communities of practice, sharing knowledge and learning from others
Skills, Knowledge & Expertise
- Demonstrated experience in application coding - making changes or bug fixing to an application code base
- Experience with common IT Service Management (ITSM) tooling such as ServiceNow, Zendesk, PagerDuty and/or Jira Service Desk
- Experience working with agile methodologies and agile ways of working
- Experience with incident management
- Experience with cloud technologies such as AWS
- Experience with at least one programming language and knowledge of SOLID principles, object oriented programming and TDD
- Familiarity with IaC (Infrastructure as Code) such as Terraform
Security Clearance (SC) Eligibility
An increasing number of our customers specify a minimum of SC (security check) clearance to work on their projects. Successful candidates for this role must be eligible for SC, which requires 5 years UK residency and 5 years employment history (or full time education). Candidates who are not eligible for SC will not be progressed further in the selection process.