Your role
- Provide front-line technical support to end users on a variety of technology issues
- Support and monitor various business/IT applications, batch jobs and infrastructure components as part of an application support team providing coverage from multiple regions
- Continually drive improvement to our service offering using data driven analytics, emphasizing opportunities for automation and robotics
- Coordinate with multiple and varied teams to conduct and manage special events such as disaster recovery tests, infrastructure change weekends, Data Centre maintenance, and special event days
- Ensure supportability and quality are maintained with the introduction of production changes
- Incident Management: Incident investigation, diagnosis & resolution. Uphold high standards for timely issue resolution
- Problem Management: Identification and managing tasks to both analyze incidents and implement preventative measures to avoid repeat occurrences and major incidents
- Change Management: Change request review and approval, and support for production change deployment and events, including weekends coverage
- Service Transition: Work with Application Development to ensure new projects are implemented in line with current standards and are ready for production, including applications that are moving to the Cloud
- Service Improvement: Leveraging data driven analysis and metrics, partner with IT Infrastructure and Application Development to proactively improve and measure application serviceability, reliability, and scalability (efficiency first approach)
- Knowledge Management: Maintain knowledge articles, such as support and disaster recovery procedures, to ensure that they are kept relevant and up to date
- Batch Management: Resolve batch events and help identify opportunities for optimization and automation
- Performance Monitoring & Enhancement
Your team
You will be working for Application Support & Reliability AM in London, United Kingdom. We are aligned Do you have a knack for technology and interested in improving existing processes? Are you at your best when supporting others? Are you passionate about IT process automation using cutting edge tooling platforms? Have you supported large scale production systems?
Your expertise
- Ideally 8+ years of hands-on experience with support background across multiple operating systems
- Knowledge of diverse technology solutions and services (networks, operating systems, infrastructure components, applications)
- Knowledge of Microsoft Azure or related Cloud technologies, DevOps, Orchestration and automation (Automation Anywhere, IPcenter), Monitoring an instrumentation (Netcool, Moogsoft, AppDynamics, Splunk)
- Understanding of Linus/ Windows Server, Scripting (SQL, PowerShell, Python) and Relational databases (Oracle/Sybase/MSSQL/PostgreSQL)
