Application Support Engineer

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

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. 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 years' employment history (or back to full-time education). Please note that if 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.

Our application process

If your application is successful, a member of the talent team will invite you to a short virtual screening. This is just to cover the basic formalities, learn more about your skills and introduce you to our mission. If by then we decide to progress, we will invite you to a 1st stage virtual interview, where we will assess your skills and experience in more detail. If successful, this will then be followed by a 2nd stage interview, more scenario based. Then that completes the application process with Made Tech. We will be sure to keep you posted every step of the way.

Support in applying

If you need this job description in another format, or other support in applying, please email talent@madetech.com. We believe we can use tech to make public services better. We also believe this can happen best when our own team represents the society that actually uses the services we work on. We’re collectively continuing to grow a culture that is happy, healthy, safe and inspiring for people of all backgrounds and experiences, so we encourage people from underrepresented groups to apply for roles with us. When you apply, we’ll put you in touch with a member of our talent team who can help with any needs or adjustments we may need to make to help with your application. We’ve put together this blog as a resource to share more about reasonable adjustments and some examples of what this could include. We also welcome any feedback on how we can improve the experience for future candidates.

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 and 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.

• 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, Azure or GCP
• 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

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.

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.