Overview
The Senior Application Support Engineer will be a supporting member in a team
that will provide full application support assistance to the Link Group
Production environments. They will work within the Cloud Support team to triage
calls into the team, distribute calls as appropriate and be the hands-on 2nd/3rd
line resolver for the divisional application stack with particular knowledge of
database data manipulation and application configuration. They are responsible
for analysing application/user issues and errors, identifying and resolving
issues and problems to maintain the applications within agreed standards,
documenting investigations and where necessary feeding back into the development
team for their further investigation and resolution of code and/or bug fixes.
Working proactively on the identification and removal of poor/weak or manual
operational practices. Supporting the day-to-day operation through BAU
activities, ensuring data integrity is maintained and the best possible service
available to support business processes, including the provision of out of hours
on call.
Key Accountabilities and main responsibilities
Strategic Focus
* Engage with the Business teams to understand issues and problems, clarify and
confirm requirements and resolve.
* Process requests in a timely and orderly fashion ensuring process is
followed.
* Carry out incident investigation and resolution, using the incident
management tool and following ITIL best practise
* Complete daily BAU runbooks to critical timescales.
* Identifying, creating and maintaining appropriate monitoring alerts and
dashboards to ensure full application and system coverage
* Carry out root cause analysis
* Assess and contribute to prioritisation of problem/CI activity
* Carry out technical analysis for Problem/CI.
* Participate in peer review for changes, provides guidance to peers on
standards
* Software and processes are correctly documented to ensure single points of
knowledge do not become a p