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Senior Application Support Engineer - Dorking

  • Strong experience in application support with proven record of managing major application issues and delivery of continuous improvement in a similar sized organisation
  • Has a broad knowledge and understanding of IT concepts and architectures, coupled with practical knowledge of problem management and the principles and processes of implementing and delivering IT services
  • Holds one or more ITIL intermediate certifications (ideally Operational Support and Analysis, and/or Service Operation)
  • Demonstrates strong decision making ability together with taking responsibility for decisions on major technical and service delivery issues.
  • Relationship management skills – ability to work collaboratively with 3rd parties to achieve appropriate resolutions to production issues
  • Proactive, self-starting and takes full ownership/personal responsibility
  • Works well under pressure, remains focused, prioritises and organises to ensure successful resolutions
  • Possesses an understanding of the interaction between service components and general processing concepts
  • Shows aptitude for analyzing and managing problems arising from incidents.
  • Has a systematic, disciplined and analytical approach to problem solving.
  • Has a complete understanding and awareness of the nature of business-critical incidents, and of their implications for the business
  • Demonstrates the ability to work with initiative, creativity and flexibility
  • Able to lead a team and work more effectively with people from a variety of backgrounds and areas across the organization. In particular
  • Leading maintenance upgrades
  • Communicating effectively with senior stakeholders
  • Can balance the benefits of optimized availability with the cost of providing it, to promote the best overall interests of the business
  • Demonstrates above average communication skills with an aptitude for dealing with users, colleagues and suppliers
  • Is effective and persuasive in both written and oral communication and in negotiation.
  • Proficient in Corporate, Industry, Professional Standards, e.g., ITIL, and Agile methodology
  • Understanding of Configuration Management and the Software Development lifecycle.
  • Ability to automate manual tasks using scripting languages (e.g. shell, python, perl, bash)
  • Has a good understanding of one or more Monitoring & Automation tools (Control-M, Splunk, AppDynamics, Nagios) and is able to implement improvements to help reduce MTTR
  • Advises on what constitutes appropriate levels of testing / peer review for code changes prior to release into production.
  • Knowledge of network protocols TCP/IP
  • Good working knowledge of RDMS
  • Knowledge of cloud (Azure, AWS); PaaS; SaaS
  • Knowledge of development tools (e.g. GIT, TFS, Jenkins)
  • Ability to read, edit or write in one or more programming languages
  • Knowledge of one or more integration technologies (e.g. BizTalk, CA Layer7