Application Support Lead

£400 - £450 p day
13 Nov 2017
16 Nov 2017
Contract Type
Full Time

Application Support Lead

This is a multi-function role with the responsibility of End to End support ownership and application engineering for our Cyber security systems.

Key Accountabilities (Direct):
Triage the tickets to appropriate resolver groups & Maintain formal record for ticket closure
Liaise directly with all the support functions (Infrastructure & Network or 3rd party vendors) for any problem or incident resolution. All such communications should be accompanied with a ticket in the system
Use ticketing system as one stop to report incident/problem/emergencies tickets. All relevant updates to the ticket to be formally recorded in the ticketing system, for audit and service reviews
Support security appliances like Cisco - Stealthwatch, Skybox & HPe -Arcsight
Ensuring that the security services are fully operational and any loss of service is restored in a timely and efficient manner
Adhering to our strict SLAs for response and restoration times
Problem determination, workaround resolution, root cause analysis, major incident management
Deployment of service releases, patches, requests and customisations
Create productive relationships with and between key stakeholders
Ensure that solution and application support documentation are maintained to the highest quality and accuracy
Periodic SLA review with the service owner
Provide Regular Service review reports for the Service Owner
Manage and update escalation matrix for each supported product vendor.

Periodic incident and change management reports to be shared with the business
Participate in review process when required, for the services (platform administration and support of ArcSight, Skybox and Stealthwatch) rendered.
Flexibility - responsibilities may require occasional out of office hours working (evening and weekend work) - Knowledge, Experience and Technical Know How:
* Familiarity with E2E ticket handling systems
* Practical experience in co-ordinating and liaising with various teams towards resolutions of incidents
* Excellent analytical and problem solving skills
* Ability to work both independently and as part of a team
* Understanding of software development cycle
* Previous experience dealing with support cases and tickets
* Understanding of change and release management
* Practical experience of working with or supporting security appliances, network assets or IT infrastructure
* Excellent written and communication skills
* Familiarity with ticket handling systems
* Ability to perform remote troubleshooting and provide clear instructions
* Knowledge of network security concepts, protocols and technologies

Qualifications Essential (at appointment):
* 2 years proven experience
* Degree level or demonstrable equivalent experience
* Time served will also be taken into consideration
* Experience of working with Windows & Linux operating system

* Previous experience dealing with support cases and tickets
* Practical experience of working with or supporting security appliances, network assets or IT infrastructure
* Experience of ITIL practices

Main Interfaces The UK Engineer(s) will report into the Global Cyber Security Engineering Manager
o Interface with other operations and engineering teams
o IS
o Multi vendors
o Business Functions
o US /UK

Leadership Qualities & Business Skills Essential Skills:
o Leadership
o Strong analytical and problem solving skills.
o Comprehensive understanding of Enterprise & Critical scale operating systems & infrastructure.
o Knowledge of network security concepts, protocols and technologies.
o Proven ability to keep abreast of developments in information security.
o Outstanding verbal and written communication skills.

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