Technical Support Engineer

15 Apr 2018
18 Apr 2018
Contract Type
Full Time
We are Unum (pronounced you-num) and we’re one of the UK’s leading financial protection insurers; that means we sell Income Protection, Critical Illness cover and Life Insurance. You may not have heard of us before, so you probably don’t know that we’ve been around for over forty years and insure more people under our Income Protection products than Aviva, Legal and General, or Canada Life – companies you’re more likely to have heard of. We are working towards becoming the Employee Benefits provider of choice for working Britain.

General Summary:Technical Support Engineers are responsible for providing operational support for the UUS, UUK (Enterprise Assets), Unum Group (Corporate) and Colonial Life application/tool portfolios. This group performs a broad range of complex technical activities in their investigation and resolution of service interruptions in the production environment as well as the management of the non-production environments. The employees in this role ensure that agreed upon service levels are met for both internal and external customers.

The technical scope of the Technical Support Engineer role typically includes one or more of the following:
  • Incident and Problem Management
  • Event Management
  • Release and Deployment
  • Risk Management – Infrastructure or Applications
  • Change Management
  • Request Fulfillment
  • Tool Management
  • Domain CoE
  • Developing code fixes, Configuration Management

    Principal Duties and Responsibilities
  • Responsibilities include Incident, problem, event, change, release and deployment management, request fulfillment, infrastructure or Applications regulatory compliance as well as optimization/modernization and customer service requests across the application portfolio.
  • Within a broad area of competence, investigates incidents and requests and determines appropriate actions to take and implements those actions which may include a code fix or configuration change.
  • Supports service level management in monitoring the impact of problems on agreed service levels, and initiate any appropriate improvement actions.
  • Initiates preventative measures including taking corrective action.
  • Ensures all work is carried out and documented in accordance with required standards, methods and procedures
  • Accepts new releases of applications software from systems development staff or vendors.
  • Assists with the deployment of agreed solutions.
  • Understand how Conduct Risk, Treating Customers Fairly (TCF) Risk Management and Solvency II systems of Governance relate to both the role and the divisional activities and highlight any opportunities for improvement.
  • Comply with Unum’s Code of Conduct and other Company Policies and Procedures as appropriate to the role.
Job Specifications
  • Educated to university degree level or holds a relevant professional qualification or acceptable industry experience.
  • 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
  • Demonstrates creativity around problem solving, and seeing through to resolution
  • Demonstrates an aptitude for dealing with users, colleagues and suppliers. Has some experience of working on projects and of communicating with users on technical issues.
  • Familiar with ITIL processes
  • Demonstrates good oral and written communication skills.
  • Has a thorough knowledge of business aspects and of technical aspects of the applications including the hardware and software environment in which they run.
  • Takes a logical, analytical and innovative approach to problem solving and pays close attention to detail.
  • Able to work effectively within a team and more broadly with people from a variety of backgrounds and areas across the organization.
  • Has a thorough knowledge of the appropriate information systems development processes or other skill areas which are relevant to the role including Agile processes
  • Understanding of Configuration Management and the Software Development lifecycle.
Additional information

The main purpose of the role is to protect the IT Environment and provide maximum systems availability. This is achieved by effective management of core ITIL processes: Incident (Major Incidents), Change, Release and Problem. The role will involve close working relationships across all areas of Unum IT, to ensure understanding and compliance when using the agreed processes. Other key aspects of the role are: Building strong relationships with the business, continually improving relevant processes ensuring that they stay fit for purpose as the IT landscape changes. co-ordination and planning of releases and other major IT initiatives. This will involve working out of core hours on a regular basis. The role would suit someone customer focused, who has a background in IT support, a passion for understanding and advancing IT, a good, confident communicator wanting to take the first or next step in Service Delivery/Management.

This is a great opportunity to work for a UK subsidiary of a global organisation, we look after our employees, offer a great work-life balance, generous benefits, a professional challenge and fantastic career opportunities.


Unum UK

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