Please note this role requires you to pass Security Check clearance. For further information, please see 'Selection process details'.
Are you experienced in live service IT Service Management?
Do you want to help shape an emerging function in one of UK government’s largest IT environments?
Do you pride yourself in having the technical ability to fix complex issues and continuously improve systems?
The primary role of Centralised Application Support Services (CASS) is to provide application operations which deliver continuity of service for our users across DWP Digital services.
As a Senior Application Operations Engineer, you will be:
* Working collaboratively with teams across Digital Group to ensure smooth running of operational processes.
* Providing service management expertise and technical skills to ensure service availability and the appropriate respond when issues occur.
* Affectively utilise Incident, Problem and Change and Release Mgmt. as well as automating and innovating via continuous improvement to enhance the services we provide for citizens.
If this is something that interests you, apply today!
As a Senior Application Operations Engineer, you will be responsible for the support, management, maintenance and improvement initiatives for a single application or a suite of applications. These systems could range in technology from Linux to Windows servers, SQL (Structured Query Language) and Non-SQL databases, Cloud and On-Premise based servers and various third-party software.
You will be an escalation point on application issues and work with other business and technical teams to assist with the ongoing reliability, performance and support of those applications.
You will share and follow IT Service Management best practice, using frameworks like ITIL 4, Agile and Scrum to ensure service and operational processes run smoothly and deliver value for the end user community. This includes:
* Being responsible for ensuring that incident management objectives are met within your portfolio, incidents within your domain are effectively handled and assisting with the implementation on any lessons learnt.
* Working collectively with others to raise problems, ensuring a high level of incident to problem linkage rates and the full investigation of problems.
* Exploring and driving ways to automate monitoring and implement additional requirements to improve service availability and stability.
* Being responsible for changes that affect the systems under your remit. Alongside working with other change requestors to fully impact and assure wider DWP activities on your affected applications.
* Ensuring that all knowledge articles within the service you support are raised, are kept current, capture the required information and are reviewed in line with best practice.
Working closely with Lead Application Operations Engineers and the Process Team. This includes:
* Providing upwards reporting to your Lead Application Operations Engineer on success stories, service issues and the future landscape
* Providing upwards reporting to the Process Team on Service Management areas including incidents, changes, and problems
* Sharing your knowledge, experience and best practice throughout the function including with Associate and Working Application Operations Engineers
* Obtaining and providing feedback to highlight positive accomplishments and improvement areas
* From time to time, you may be requested to stand-in for your Lead Application Operations Engineer as a Deputy representing your team and/or the wider CASS function.
Develop and maintain strong working relationships with the Application Operations Engineers in your team and with other multi-disciplinary teams, including Service Owners; DevOps and SRE Engineers; Architects; Testers; Business Analysts; Process Owners; external partners and suppliers; other Government Departments and many others. This includes:
* Identify, suggest and where possible, implementing continual improvement. Alongside driving a continual service improvements culture with regards to both technical and process improvements.
* Identifying and working collectively with other areas to ensure that all risks within the service are raised, graded correctly, and mitigated where appropriate
Being an active member of Centralised Application Support Services function, taking a leading role on your team, sharing best practice and knowledge across the function
* You will be an ambassador for the organisation and a great mentor to fellow team members
* Leading and championing continual service improvement across your team and other DWP Digital areas ensuring the success of both technical and process improvements
* You will be responsible for ensuring that the on-call rota for your services is up to date and complete
* Undertake a leading role in the transition of new services into our department ensuring that systems are onboarded smoothly with the appropriate knowledge transfer
* Undertake a leading role in the onboarding of new starters into our department ensuring that they are welcomed and supported throughout this process
Providing technical expertise by having advanced technical skills which allows you to pick up new issues or unusual changes and effectively handle them. You will effectively deal with escalations either from fellow team members or other stakeholders.
On Call requirement: There will be a contractual requirement to join an on-call rota providing overnight cover, usually 16:00pm – 08:00am on weekdays, and 24 hours for weekends and bank holidays. The cover is shared around the team and would normally equate to being on-call for a week, every other week.
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