About Made Tech
Our aim at Made Tech is to use human-centred technology to improve our society. We believe putting people at the heart of designing, building and delivering public services leads to better outcomes for everyone.
Your role
As a Senior Platform Support Engineer at Made Tech you will work collaboratively within Managed Service teams onboarding new services without disruption, deliver enhancements, provide ongoing maintenance and support services, as well as continuously improving both digital services and service operations using DevSecOps practices and data-driven user analytics. As a senior member of the team you will have the opportunity to coach and develop more junior team members, as well as drive improvement across the service line. Operating within a managed service environment, you will maintain a range of digital services, data services, and platform offerings. You will maintain application management procedures and documentation and manage application enhancements through to live operation.
Key responsibilities
* Incident and problem management: Ensuring that all requests for support are dealt with according to set standards and procedures, and suggesting ways to improve those processes over time
* Delivering resolutions to live incidents within SLA, prioritising service availability
* Leading problem investigations/root cause analysis and delivering resolutions that prevent recurrence and minimise technical debt
* Providing out of hours support where necessary - shifts managed via on-call rota
* Interpreting client security standards and best practices (e.g., NCSC guidance) and implementing processes and tools to respond to security incidents in compliance
* Providing guidance to users and 1st line support agents — including enhanced levels of support following new/updated software releases
* Service monitoring and maintenance: Designing monitoring and dashboarding solutions aligned to user needs and client priorities
* Automating monitoring of application performance and setting up cloud and application level monitoring tooling
* Continuous improvements to monitoring, logging and alert thresholds
* Updating documentation such as knowledge base articles, playbooks and service definitions
* Maintaining data backups and recovery processes to meet data retention needs
* Using monitoring data to inform continuous improvement backlog and prioritise technical debt removal
* Maintaining infrastructure with a focus on cost and sustainability; DNS management and resolution
* Application and platform development: Implementing enhancements including new code and reuse of existing code; building and maintaining CI/CD pipelines with automated testing across environments
* Ensuring code complies with data protection, security regulations and policy standards
* Collaborating with SMEs, security operations and user research to deliver user-centred outcomes
* Estimating time and effort for software development and improving forecasting
* Applying TDD and ensuring appropriate test coverage
* Service onboarding and transition: Participating in knowledge transfer, code review and quality analysis, and improving technical documentation; onboarding new services onto IT Service Management tooling and integrating alerting tools
* Learning and development: Being an active member of Made Tech’s communities of practice; investing in skills; supporting colleagues with case studies and pairing with other teams; mentoring and coaching across the service line
Skills, knowledge and expertise
At this point, we hope you're excited about Made Tech and the role. If you don’t meet every requirement, we still encourage you to apply.
* An in-depth knowledge of Azure and products such as Azure DevOps, Azure Pipelines, Azure Load Testing and Azure Database for PostgreSQL
* Familiarity with at least one of the following languages: .Net, React, Java, Python or Ruby
* Understanding of Infrastructure as Code with experience using Terraform
* Experience providing 2nd/3rd/4th line technical support using ITIL methodologies
* Hands-on experience designing and implementing monitoring/alerting solutions and auditing existing ones
Security Clearance
An increasing number of our customers require SC (security check) clearance. Eligible candidates are preferred. Eligibility for SC requires 5 years UK residency and 5 years employment history (or back to full-time education).
Support in applying
If you need this job description in another format, or require applying support, please email talent@madetech.com.
We believe tech can improve public services and we strive to build a diverse, inclusive workforce. We encourage people from underrepresented groups to apply. When you apply, a member of our talent team can assist with any needs or adjustments. We have resources on reasonable adjustments and welcome feedback on our candidate experience.
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