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- Tasks: Lead Level 3 support for critical digital services and mentor support teams.
- Company: Cognizant, a leading professional services company transforming businesses for the digital era.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Join a dynamic team focused on innovation and continuous improvement.
- Why this job: Make a real impact by ensuring high availability and resilience of critical systems.
- Qualifications: 5-10+ years in Level 3 support or DevOps roles with strong technical skills.
The predicted salary is between 55000 - 65000 £ per year.
Role Purpose: Lead Level 3 support for critical digital services, ensuring high availability, fast incident recovery, and long-term resilience. Drive root cause elimination, design supportable architectures, oversee major changes, and mentor support teams. Ensure alignment with DDaT, DevOps, and Home Office service expectations.
Key Outcomes & Responsibilities
- Major Incident Leadership: Act as technical lead for P1/P2 incidents, coordinating recovery and communication.
- Root Cause Ownership: Lead formal RCAs, define corrective actions, and ensure follow-through via sprints/releases.
- Change & Release Governance: Review technical change plans, lead high-risk deployments, and support hotfix releases.
- Availability & Performance: Improve reliability through proactive monitoring, self-healing automation, and architectural enhancements.
- Environment Strategy: Maintain stable non-production environments and collaborate with environment management teams.
- Service Performance: Drive SLA achievement, service reviews, metrics analysis, and proactive improvements.
- Shift Left & Knowledge Management: Develop high-quality runbooks, automate manual tasks, and train L1/L2 teams.
- Transition Support: Provide documentation, KT, and pairing during onboarding/offboarding of support teams.
- Technical Leadership: Mentor engineers and collaborate with product, DevOps, and development teams.
Essential Skills (Must Have)
- Deep expertise in distributed systems, Java, JavaScript, microservices, APIs, and cloud platforms.
- Strong debugging skills using logs, metrics, traces, and profiling tools.
- Experience with CI/CD tooling and release management.
- Strong scripting and automation capabilities.
- Ability to lead technical bridges under pressure.
Desirable Skills (Nice to Have)
- Advanced cloud knowledge (AWS professional level).
- Experience with container orchestration (Kubernetes, ECS, AKS).
- Knowledge of reliability engineering practices (SRE).
- Experience improving infrastructure via IaC.
- Ability to contribute to architecture decisions.
Experience Profile
- 5-10+ years in Level 3 support, DevOps engineering, or SRE roles.
- Significant experience managing critical systems with high availability requirements.
- Proven leadership in major incidents and change governance.
Ways of Working
- Operates within Agile product teams with DevOps principles.
- Leads service reviews, problem boards, and continual improvement cycles.
- Coaches and mentors engineering teams.
Location & Security
UK-based, hybrid working as agreed with Client; SC eligibility is required.
Certification (Preferred)
- AWS/Azure Professional
- SRE or DevOps Practitioner Certifications
About Cognizant
Cognizant is a leading professional services company transforming clients' business, operating, and technology models for the digital era. Our industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Cognizant is an equal opportunity employer.
Senior Support Engineer in London employer: Cognizant Technology Solutions
Contact Detail:
Cognizant Technology Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Support Engineer in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage in online forums. You never know who might have the inside scoop on a Senior Support Engineer role that’s not even advertised yet.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your projects, especially those involving distributed systems and cloud platforms. This gives potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by brushing up on your technical knowledge and incident management skills. Practice common interview questions related to major incidents and root cause analysis to ensure you’re ready to impress.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Senior Support Engineer in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Senior Support Engineer. Highlight your experience with distributed systems, Java, and cloud platforms. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific experiences that demonstrate your leadership in major incidents and your ability to drive improvements.
Showcase Your Technical Skills: Don’t hold back on showcasing your technical expertise! Include details about your experience with CI/CD tooling, scripting, and automation. We love seeing candidates who can lead under pressure and have a knack for problem-solving.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss any important updates from us!
How to prepare for a job interview at Cognizant Technology Solutions
✨Know Your Tech Inside Out
As a Senior Support Engineer, you’ll need to demonstrate deep expertise in distributed systems, Java, and cloud platforms. Brush up on your knowledge of microservices and APIs, and be ready to discuss how you've used these technologies in past roles.
✨Prepare for Major Incident Scenarios
Expect to be asked about your experience leading P1/P2 incidents. Prepare specific examples where you coordinated recovery efforts and communicated effectively under pressure. Highlight your role in root cause analysis and corrective actions.
✨Showcase Your Leadership Skills
This role involves mentoring support teams and collaborating with various departments. Be prepared to share instances where you’ve led teams through challenges or improved processes. Emphasise your ability to coach and develop others.
✨Demonstrate Your Problem-Solving Approach
You’ll need strong debugging skills and the ability to drive SLA achievement. Prepare to discuss how you approach problem-solving, including any tools or methodologies you use to analyse metrics and improve service performance.