Application Support Engineer
Salary: £36,000 - £43,400
Location: Bristol, London, Manchester or Swansea with hybrid working policy. Working pattern: 08:00-17:00 or 09:00-18:00 Monday-Friday; limited peak periods 07:00-16:00 or 10:00-19:00; out-of-hours on-call rota with additional compensation.
About Made Tech
Made Tech uses technology to improve society and delivers digital services to public sector organisations.
About the Role
As an application support engineer you will work collaboratively within Managed Service teams onboarding new services without disruption, delivering enhancements, providing ongoing maintenance and support services, and continuously improving digital services and service operations using DevSecOps practices and data-driven analytics.
Operating within a managed service environment, you will maintain digital services, data services and platform offerings, manage application enhancements through live operation, and maintain procedures and documentation.
Key Responsibilities
- Take part in proactive knowledge transfer activities with incumbent suppliers.
- Perform code review and quality analysis, including implementation of code scanning tooling.
- Review and improve technical documentation such as architecture overviews, deployment processes and incident resolution runbooks.
- Ensure support requests are dealt with according to standards and procedures, and suggest process improvements.
- Participate in incident investigation/root cause analysis and deliver technical solutions targeting 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, ensuring appropriate test coverage and evidencing outcomes of testing.
- Design, build and maintain CI/CD pipelines including automated testing for multiple environments.
- Be an active member of Made Tech's communities of practice, sharing knowledge and learning from others.
Skills, Knowledge & Expertise
- Application coding - ability to make changes or bug-fix in an application code base.
- Experience with common IT Service Management tooling such as ServiceNow, ZenDesk, PagerDuty or JIRA Service Desk.
- Experience with agile methodologies and agile ways of working.
- Experience in incident management.
- Experience with cloud technologies such as AWS.
- Experience with at least one programming language; knowledge of SOLID principles, object-oriented programming and test-driven development.
- Familiarity with IaC (Infrastructure as Code) such as Terraform.
Security Clearance Eligibility
All successful applicants must have eligibility for a Security Check (SC) clearance. Eligibility requires 5 years' UK residency and 5 years' employment history (or full-time education).
Benefits
Flexible benefit options include a flexible benefit platform, Smart Tech scheme, Cycle to Work scheme, health care cash plan, pension plan, optional social and wellbeing calendar of events.
- 30 days paid annual leave.
- Flexible parental leave options.
- Part-time remote working available for all staff.
- Paid counselling and financial/legal advice.
EEO Statement
We believe this can happen best when our own team represents the society we serve. We encourage people from underrepresented groups to apply.