Senior Application Support Engineer

Overview The Senior Application Support Engineer will be a supporting member in a team that will provide full application support assistance to the Link Group Production environments. They will work within the Cloud Support team to triage calls into the team, distribute calls as appropriate and be the hands-on 2nd / 3rd line resolver for the divisional application stack with particular knowledge of database data manipulation and application configuration. They are responsible for analysing application / user issues and errors, identifying and resolving issues and problems to maintain the applications within agreed standards, documenting investigations and where necessary feeding back into the development team for their further investigation and resolution of code and / or bug fixes. Working proactively on the identification and removal of poor / weak or manual operational practices. Supporting the day-to-day operation through BAU activities, ensuring data integrity is maintained and the best possible service available to support business processes, including the provision of out of hours on call. Key Accountabilities and main responsibilities Strategic Focus

• Engage with the Business teams to understand issues and problems, clarify and confirm requirements and resolve.
• Process requests in a timely and orderly fashion ensuring process is followed.
• Carry out incident investigation and resolution, using the incident management tool and following ITIL best practise
• Complete daily BAU runbooks to critical timescales.
• Identifying, creating and maintaining appropriate monitoring alerts and dashboards to ensure full application and system coverage
• Carry out root cause analysis
• Assess and contribute to prioritisation of problem / CI activity
• Carry out technical analysis for Problem / CI.
• Participate in peer review for changes, provides guidance to peers on standards
• Software and processes are correctly documented to ensure single points of knowledge do not become a problem and skills are distributed across the team and department;
• Maintain, support and protect the Production environment
• Process, best practice, system and application support standards are consistently applied and constantly improved upon

Operational Management

People Leadership

Governance & Risk

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs. Experience & Personal Attributes Required :

Desirable