Hybrid Public Sector App Support Engineer (On-Call) in Bristol

Application Support Engineer

Salary: £36,000 - £43,400

Location: Bristol, London, Manchester or Swansea with hybrid-working policy

Working pattern expectations:

• You will be working shifts of either 08:00-17:00 or 09:00-18:00 (Monday-Friday), or during limited peak periods shifts of 07:00-16:00 or 10:00-19:00.
• Depending on our client contracts you may be required to join the Out of Hours on-call rota to support urgent situations outside of our standard business hours. (This comes with an additional compensation payment)

About Made Tech:

Our aim at Made Tech is to use human-centred technology to improve our society. We believe putting people at the heart of designing, building and delivering public services leads to better outcomes for everyone. This is a fantastic opportunity to join our Managed Services Practice, delivering technical services to support, maintain and improve live services across the public sector.

About the role:

As an application support engineer at Made Tech you will work collaboratively within Managed Service teams onboarding new services without disruption, deliver enhancements, provide ongoing maintenance and support services, as well as continuously improving 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:

• Taking part in proactive knowledge transfer activities with incumbent suppliers.
• Code review and quality analysis including the review of complete services, including the implementation of code scanning tooling.
• Reviewing and improving technical documentation such as architecture overviews, deployment process definition and incident resolution runbooks.
• Ensuring that all requests for support are dealt with according to a set standards and procedures, and suggesting ways to improve those processes over time.
• Participating in incident investigation/root cause analysis and delivering technical solutions targeting the root cause within agreed SLAs.
• Implementing application enhancements to improve business performance, applying a holistic product lens to services.
• Providing out of hours support where necessary - shifts managed via on-call rota.
• Automating and improving the monitoring of application performance including the setting up of cloud and application level monitoring tooling.
• Updating documentation such as knowledge base articles, playbooks and service definitions.
• Applying test-driven development, ensuring appropriate test coverage and evidencing the outcomes of testing.
• Design, build and maintain CI/CD pipelines including automated testing supporting multiple environments.
• Being an active member of Made Tech’s communities of practice, sharing knowledge and learning from others.

Skills, Knowledge & Expertise:

At this point, we hope you’re excited by the opportunity but don’t worry - we don’t expect you to tick all of these when you join, we will work together to define learning and development objectives that help you meet these competencies as part of your progression in the team.

• Success applicants can demonstrate making changes or bug fixing to an application code base.
• You’ll have experience of common IT Service Management(ITSM) tooling such as ServiceNow, ZenDesk, PagerDuty and/or JIRA Service Desk.
• You’ll have experience of working with agile methodologies and agile ways of working.
• You’ll have experience of incident management.
• You’ll have experience of cloud technologies such as AWS.
• You’ll be experienced with at least one programming language and be able to demonstrate knowledge of SOLID principles, Object-Oriented programming and TDD.
• You’ll be familiar with IaC (Infrastructure as Code) such as Terraform.

SC Eligibility:

An increasing number of our customers are specifying a minimum of SC (security check) clearance in order to work on their projects. As a result, we're looking for all successful candidates for this role to have eligibility. Eligibility for SC requires 5 years' UK residency and 5 year' employment history (or back to full-time education). Please note that at any point during the interview process it is apparent that you may not be eligible for SC, we won't be able to progress your application and we will contact you to let you know why.

Job Benefits:

We are always listening to our growing teams and evolving the benefits available to our people. As we scale, as do our benefits and we are scaling quickly. We've recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan. We’re also big on connection and have an optional social and wellbeing calendar of events for all employees to join should they choose to.

Here are some of our most popular benefits listed below:

• 30 days Holiday - we offer 30 days of paid annual leave.
• Flexible Parental Leave - we offer flexible parental leave options.
• Remote Working - we offer part time remote working for all our staff.
• Paid counselling - we offer paid counselling as well as financial and legal advice.