L3 Application Support Engineer

MegaNexus Limited
United Kingdom
03 Oct 2017
05 Nov 2017
Contract Type
Full Time
L3 Application Support Engineer

MegaNexus is the market leader in secure data partnership systems and has developed expertise in secure, web-based, people-data software for nearly a decade. We currently provide solutions to over 250 private, public and third sector organisations which help the hard-to-reach and socially excluded individuals.

We are looking for an experienced, security cleared L3 application support engineer with a good understanding of Linux/Java stack as well as excellent communication and customer facing skills.

The position is full-time and the goal is to provide third line application support to one of our main customer for the smooth BAU running of the IT solutions based on our NEO platform. NEO is MegaNexus' core system from which a range of secure data partnership solutions are created.

Principal Responsibilities:

·Understand the customer operating model

·Gain knowledge of the NEO solution from general and customer specific perspective

·Manage a support knowledge base

·Work with dev, test and release teams to ensure releases are deployed into managed environments with minimal business impact

·Ensure sufficient documentation and knowledge transfer is provided to support teams to enable a smooth transition of support from the product development team

·Work with first/second line support engineers to provide third line support to customers

·Once escalated, take ownership of the Problem Management process to ensure corrective action is taken to prevent recurrence

·Liaise with onsite and offshore development teams, infrastructure engineers and system administrators when required

·Ensure the resolution of issues escalated to Development teams including being responsible for the deployment and communication of 'fixes'

·Communicate progress of issues resolution to stakeholders

·Work along with other third line support engineers in shift pattern

·To provide an escalation point outside of office hours on a rota basis

·Identify and report service delivery risks to management team

·Carry out resource monitoring and reporting

Required Skills and Experience:

·Educated to a degree level or equivalent experience

·Security clearance to SC level

·ITIL v3 foundation certified

·Proven experience of third line supporting complex applications in a fast-paced environment

·Experience of working in security accredited environments

·Proficient in thinking logically with a systematic, disciplined and analytical approach to problem solving

·Ability to use reasonable judgment and take a pragmatic approach in resolving issues

·Able to identify issues that affect efficiency and to suggest solutions

·A good understanding of n-tier application service oriented architecture

·Extensive knowledge of Red Hat Linux infrastructure, Apache and Tomcat, Java based applications, Messaging Queue systems and open source databases like MySQL, MariaDB etc.

·Good knowledge of networking, firewalls, load balancers, virtualisation, monitoring tools like Nagios, ELK etc.

·Good understanding of change management principles

·Ability to write clear and concise management reports

Desirable Skills and Experience:

·Domain knowledge of Justice sector

·ITIL v3 intermediate certification like continuous service improvement

·Experience of scripting (Bash/PHP/Perl/Python/etc.) for remediation of issues

This job was originally posted as www.cwjobs.co.uk/job/76707963