An Application Support Engineer is critical to keeping the Platform performing at its best. That is achieved through detailed knowledge of certain applications that combine to deliver a product to customers, that includes how the applications work together and some details of how they are hosted and operate. This role is primarily focused on providing support and feedback to both the Product departments and the Operations Teams (Level 1 and Level 2 support). That is ideally done with sensible bespoke tools, scripts or applications decided by the team. You will report to a Lead role and work as part of a team to get a deeper understanding of how to improve our products for all those who use them, while also helping to ensure that those products are always operating. You will be responsible for helping to execute a cloud vision, using remote services and cloud tools wherever possible.
Your Responsibilities
Live Operations/Application Management
- Act as a SME in 2/3 core application areas/components.
- Decide when to either write a script, build a tool, buy a tool or work with a development team to address an issue.
- You are expected to help Level 2 support deliver end to end closure of Business As Usual (BAU) issues when needed.
- You will contribute to service delivery & monitoring improvements for the areas/components you are familiar with.
- You will help identify, prioritise & escalate critical issues e.g., Feeding back to Product Owners/Teams
- Contribute to knowledge sharing by helping other teams take on BAU activities that you have created/evolved.
- Troubleshooting basic to medium complexity level issues.
- Assist in concluding Incident actions (Problem Management).
- Participate & deliver projects for Applications you are familiar with.
Teamwork
- Contribute to discussions and decisions for the benefit of the platform.
- Invest in your own skillsets to enable mobility between platform teams and even between other teams within IT.
- Support a working environment which promotes effective working, talent development/utilisation, empowerment, collaboration and inclusion.
Skills, Ability And Experience Required
- 4+ years of experience as an Application Support Analyst or similar role.
- Experience with/understanding of different methodologies such as DevOps, CICD (Continuous Integration, Continuous Delivery)/Agile/Kanban, AWS
- A good working knowledge of SQL with some hands-on experience
- Previous experience with some scripting tools (e.g., PowerShell/Python/Batch)
- Some understanding of ITIL frameworks
- An ability to collaborate well with team members and wider business.
- Good organisational and prioritisation skills
- Strong verbal and written communication
- A desire to improve your own skills and learn.
- Scripting/coding experience in Python or PowerShell.
- A logical approach and ability to think outside the box when problem solving and the flexibility to work in a fast-changing 24/7 operational support environment
- Experience in a low latency, high volume application support role, administering, configuring & maintaining multi-tier environment:
Nice to have
- Previous experience within the Payments industry
- Coralogix/AppDynamics/Nagios or similar monitoring tools Using, Maintaining & Improving.
- Some development experience (not necessarily in an Enterprise setting)
Skills: application support services,operations,monitoring services
