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United Kingdom

Application Support Engineer


Erskine, United Kingdom

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Date published:

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AT&T provide a Global Network Management Service for customers to outsource the management of their networks. A part of this service is the provision of a suite of Network Management tools.

Separate, independent, UK Based instances of this service are also provided specifically for the use of UK public Sector clients.

Roles and Responsibilities:

The Application Support Engineer will be part of a small team responsible for the configuration and ongoing support of the mainly web based Network Management tools for one of these secure instances. Ideally the candidate will already have SC clearance and a willingness to undergo further DV clearance, which is a prerequisite.

These are zero outage platforms so the candidate will need to have to gain a good understanding of the whole application suite and should also aim to become a subject matter expert for one or more applications.
It is expected that the candidate will have well developed diagnostic, communication and analytical skills across a range of technologies in order to maintain continuity of this service.

Out of hours on-call is required, including weekends. Note that access for any remedial action is only permitted from within the secure facilities on site.

Key Competencies and Skills:

Technical Delivery

Capacity Management
• Monitoring, planning and implementation of application capacity
• Backup for other team members in case of non-availability

Incident Management
• Ensure that incidents are resolve and logged within defined SLA parameters
• Perform on-call duties within a defined rota

Problem Management
• Overall technical ownership for designated applications
• Security, Change and Problem Management responsibilities

Change Management
• Coordination with application owners and change managers
• Implementation of changes within defined parameters

• Available as an escalation point to assist team members
• Identification of technical resource to support escalations

Business acumen
• Fluent English
• Ability to work in a small team
• Understanding of business environment, processes and organization.
• Strong interpersonal skills
• Ability to work in a matrix environment
• Ability to follow project plans and work with project managers and application owners

Essential Skills
• Ability to adapt to changing requirements
• Inquisitiveness and a “thirst to learn”
• Ability to think through and resolve complex issues
• Production application support
• Knowledge of Change and Incident Management processes
• Knowledge of basic programming techniques
• Knowledge of one or more of SQL, PHP, Perl or shell programming
• Strong Knowledge of Linux administration
• Oracle/MySQL database support

Desirable Skills
• ITIL Foundation
• Knowledge of networking technologies
• Experience of
o Event Management Applications
o Performance Management Applications
o Configuration Management Applications
• Experience of advanced programming languages such as Java

Education and Qualifications:

A recognised formal qualification in a computer related subject is preferred. Significant relevant work experience is however essential.