Application Support Engineer

• Application Support Engineer
• 6 months
• On site

The individual will be part of a small team of 1-2 support engineers in the day-to-day support and continuing support strategy of a complex, multi-technology application.

They will ensure conformance with functional and non-functional requirements in accordance with defined Service Level Agreements, and ensure successful implementation of requested system changes.

The project is based in the LBF Red area and the individual can expect to conduct infrequent visits to client sites across the country.

They will be expected to be proactive, adaptable and work independently, on their own initiative, with minimal line manager direction.

Double Trigger is a complex multi-technology application.

The individual will be experienced in a number of technologies, contributing and leading support and update activities, and managing and developing individuals.

Application Support has the following responsibilities

• Part of a team of 1-2 Application Support Engineers on a high complexity application.
• Manages the handling of incidents, problems, service requests and changes.
• Ensures service management tool records for the above are correctly managed, for example kept up to date with the latest information, and related to other records as required (e. g. incident records linked to problem records where appropriate).
• Maintains a positive relationship with the client by demonstrating proactivity and implementing agreed solutions.
• Arranges and administers visits to client datacentres in various locations in the UK for the purposes of change implementation and incident resolution.
• Liaises effectively with the client and/or subcontractor teams at both a technical and business level.
• Diagnoses service delivery issues and initiates actions to maintain or improve levels of service.
• Manages and mentors Application Support Engineers, developing them by providing guidance and support in systems technologies as well as ensuring that the core BAE Systems AI competencies are adhered to.
• Able to act as an Application Support Engineer when required.
• Delivers small enhancements by using their application support team.
• Assists delivery of larger enhancements by liaising with an application development team and/or subcontractor team.
• Supports the Service Delivery Manager in the scoping, estimating and risk assessment of enhancements.
• Reports to the Service Delivery Manager to provide information on the performance of their part of the system and service.
• Produces accurate Service Reports in a timely fashion.
• Produces Critical Incident Reports for major incidents involving outages, ensuring they are accurate and submitted in a timely fashion.
• Maintains technical, process, and tracking (e. g. expiry dates) documentation.
• Works with Service Delivery Manager and the client to identify and manage service related risks, assumptions, issues and dependencies.
• Ensures Continual Service Improvement by identifying and managing technical and process improvements.
• Ensures their team undertake pro-active application management activities such as regular system health checks, capacity management, patching, data purging, automated monitoring configuration and trend analysis.
• Ensures effective team interaction with teams introducing new services / changes to the service.
• Ensures effective team interaction with client and sub-contractor teams in relation to support activities and issues.
• Ensures team members have the required knowledge, skills and access to fulfil their role.
• Seeks out opportunities for Change Requests or Improvements and highlights these to SDM / Account Management.
• Incident Identification and Logging
• Categorization and Prioritization: Classifying incidents based on their impact and urgency helps prioritize them for resolution
• Categorization and Prioritization: Classifying incidents based on their impact and urgency helps prioritize them for resolution.
• Diagnosis and Investigation: Identifying the base issue or symptoms present is crucial for effective diagnosis and investigation.
• Resolution and Recovery: Implementing solutions to resolve the incident and restoring services are critical steps in the incident management process.
• Closure: Validating the resolution with users and formally closing the issue is essential for a successful incident management cycle.
• Post-Incident Review: Reviewing incidents for causes and solutions helps improve future incident management practices.

Essential

• ITILv4 Foundation
• Linux
• NIFI

Desirable

• Active Directory (ADDS)
• DNS
• Newtwork Routing
• IPSEC / Crypto
• PKI (Certificate management)
• Cisco IOS
• Docker
• Jira (Custom Plugins)
• RSA
• VMWare
• My SQL
• Mongo
• ELK Stack
• Networks and Infrastructure
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