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 handson 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 fastchanging 24/7 operational support environment
Experience in a low latency high volume application support role administering configuring & maintaining multitier 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)
application support services,operations,monitoring services
Application support yst
