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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.
- 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.
- Other info: Join a dynamic team focused on innovation and continuous improvement.
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
Senior Support Engineer 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
✨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 scenarios you might face as a Senior Support Engineer, and be ready to demonstrate your problem-solving abilities under pressure.
✨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
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 debugging skills, CI/CD tooling experience, and any automation capabilities. We love seeing how you can contribute to our team!
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 out on any important updates from us!
How to prepare for a job interview at Cognizant Technology Solutions
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of distributed systems, Java, microservices, and cloud platforms. Be ready to discuss your experience with debugging tools and CI/CD processes, as these will likely come up during the interview.
✨Prepare for Incident Scenarios
Since you'll be leading major incidents, think of examples from your past where you've successfully managed P1/P2 incidents. Be prepared to explain your approach to root cause analysis and how you ensure corrective actions are implemented.
✨Showcase Your Leadership Skills
Highlight your experience in mentoring support teams and collaborating with cross-functional groups. Share specific instances where you've led technical bridges under pressure or improved team performance through training and documentation.
✨Understand the Company Culture
Familiarise yourself with Cognizant's values and their approach to Agile and DevOps. This will help you align your answers with their expectations and demonstrate that you're a good fit for their team.