Application Support - Service Engineer

Description

This role keeps the bank's critical technology infrastructure running, resolves more complex technical problems and works to limit disruption to operations.

The application support engineer keeps critical business applications stable, available and performing well, investigates production incidents under ITIL processes, and works with engineering teams on reliability, performance and operational resilience.

You will work within a team, affect the work of related teams and partner with other functions and business areas.

Responsibilities

• Give technical support to the service management function on complex issues for a specific client or group of clients.
• Help develop the support model and service offering to improve the service for customers and stakeholders.
• Carry out preventative maintenance on hardware and software, using monitoring tools and metrics to spot, prevent and fix potential problems and keep performance at its best.
• Keep a knowledge base of detailed records of resolved cases for future reference, self-service and knowledge sharing.
• Review system logs, error messages and user reports to find root causes of hardware, software and network faults, then fix or replace parts, reinstall software or change configuration.
• Cover automation, monitoring improvements, capacity management, resiliency, business continuity, front office support and stakeholder management.
• Find and fix service-impacting risks and issues, or raise them through the correct process.
• Assess support work regularly and add automation where it helps stability and efficiency. Tune monitoring tools, thresholds and alerts so that issues are known when they occur.
• Use monitoring and observability tools to spot issues early and limit service disruption.
• Take ownership of risk and strengthen controls in your work, following relevant rules, regulations and codes of conduct.
• Escalate breaches of policy or procedure, and help embed new policies and procedures introduced for risk mitigation.
• Act as the contact point for stakeholders outside your function and build a network of contacts inside and outside the organisation.
• Deliver tasks on time and to a high standard, and drive continuous improvement.
• Advise and influence decisions in your area of expertise, and take responsibility for the end results of your team's operational work.

Requirements

• Strong API knowledge from an application support and operational support perspective.
• Experience working with Oracle or MS SQL, including query analysis, troubleshooting and supporting database-driven applications.
• Strong Unix/Linux administration and troubleshooting skills in production environments.
• Some exposure to CI/CD processes and tools such as GitLab pipelines, with an understanding of release and deployment practices.
• Experience using monitoring and automation tools such as Kibana, AppDynamics and other observability platforms to support service performance.
• In-depth technical knowledge and experience in your assigned area, with a clear grasp of its underlying principles and concepts.
• Make sound judgements from factual information, with close attention to detail, and solve problems using your technical experience and past precedents.
• Guide and persuade team members, and communicate complex or sensitive information clearly.
• Show the bank's values of respect, integrity, service, excellence and stewardship, and its mindset to empower, challenge and drive.
• Highly valued: AWS knowledge from an application support and operational support perspective, including troubleshooting cloud-based applications and services.
• Highly valued: experience managing APIs and understanding application integration concepts.
• You may be assessed on risk and controls, change and transformation, business acumen, strategic thinking, digital and technology capabilities, and job-specific technical skills.
• If you lead people, you are expected to listen and stay authentic, energise and inspire, align across the enterprise, and develop others.

Conditions

The role is based in Knutsford.