Platform Support Engineer (1 year contract - maternity leave)

The Whitespace Platform has been operating since August 2019. It is a truly digital platform used by brokers and underwriters in the London market to agree the terms of insurance contracts, including writing and signing lines and issuing endorsements.

The IT Ops & Transformation team plays a key role in pre and post implementation processes, compliance/governance and the development and delivery of cross-cutting transformation programmes leading to continuous improvement in service delivery and performance across the organization.

The Platform Support Engineer will have exposure to all aspects of the Platform. They will have responsibility for the monitoring of the Platform state, incident management, and ensuring compliance across all aspects of Platform operations. They will work closely with the Planning, Design, Development, Testing and Infrastructure teams.

• Monitoring: Ensuring that the Platform daily checks are carried out and remedial actions and/or incidents are raised as appropriate.
• Be the first point of contact for any alerts and status notifications collected by the ITOM tools available to the role.
• Improve and expand on the existing solutions in full compliance with best practice and data security principles.
• Ensuring that the Platform is running optimally and that any issues are being resolved in a timely fashion.
• Provide technical support and assistance to the business.
• Contribute to the resolution of IT Events, observing operational priority, impact and SLAs, in a timely manner, escalating where appropriate.
• Helpdesk Ticket management and support using ITSM tools such as HappyFox or Zendesk.
• Recommend opportunities to improve the overall IT strategy.
• Management and support for privileged account management and access controls.
• Participates in audit and compliance requests.
• Take part in implementation and change control activities.
• Deliver timely and appropriate communication to stakeholders and internal customers, providing acknowledgement and effective updates.
• Participate in Service transition, ensuring readiness for projects moving to BAU.
• Assist in documenting standard operating procedures for the group using Atlassian suite of products.
• Ensure that any risks are raised with senior management or via standard process.
• Ensure that client’s data is secure and properly managed.
• Adhere to all company & regulatory policies and procedures as instructed.
• Carry out all training provided to deadlines prescribed.
• Work with compliance on IT relevant areas such as Data Security and Financial Crime.
• Execute the responsibilities of a company employee acting in a lawful and ethical manner in accordance with your contract of employment and company staff handbook.
• Work with the function manager for their own professional development, including performance appraisal and identifying and meeting training needs to ensure competence and compliance with current regulations.
• Any other duties commensurate to the grade of the role.

• Degree preferred but not essential.
• Full training on in-house and industry specific systems is provided.
• Excellent verbal and written communication skills.
• Reliable and diligent.
• Attention to detail is fundamental.
• Organised and thorough.
• Ability to effectively manage and prioritise high volume workload in a fast-paced environment.
• Comfortable building and maintaining both internal and external relationships.
• Interest in the analysis of complex systems.
• Familiarity with NoSQL technologies, Couchbase preferred.
• Understanding or experience of Insurance operations.
• Ability to understand code, Python and bash are preferred.
• Familiarity with Git and GitHub.
• Familiarity with Cloud providers (Azure, AWS).
• Familiarity with Azure KQL.
• Knowledge of Web Technologies.