Application Support Engineer
Department: Managed Services
Employment Type: Permanent
Location: Any UK Office Hub (Bristol / London / Manchester / Swansea)
Compensation: £36,000 - £43,400 / year
Description
Salary: £36,000 - £43,400
Location: Bristol, London, Manchester, or Swansea with hybrid‑working policy.
Working pattern expectations
* You will be working shifts of either 08:00‑17:00 or 09:00‑18:00 (Monday‑Friday), or during limited peak periods shifts of 07:00‑16:00 or 10:00‑19:00.
* Depending on our client contracts, you may be required to join the out of hours on‑call rota to support urgent situations outside of our standard business hours (additional compensation payment).
Our aim is to use human‑centred technology to improve society. This is a fantastic opportunity to join our Managed Services Practice, delivering technical services to support, maintain and improve live services across the public sector.
About the role
As an application 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, and continuously improve both digital services and service operations using DevSecOps practices and data‑driven user analytics.
Operating within a managed service environment, you will maintain a range of digital services, data services, and platform offerings, maintain application management procedures and documentation, and manage application enhancements through to live operation.
Key Responsibilities
* Taking part in proactive knowledge transfer activities with incumbent suppliers.
* Code review and quality analysis, including reviewing complete services and implementing code scanning tooling.
* Reviewing and improving technical documentation such as architecture overviews, deployment process definition, and incident resolution runbooks.
* Ensuring that all requests for support are dealt with according to set standards and procedures and suggesting ways to improve those processes over time.
* Participating in incident investigation/root cause analysis and delivering technical solutions targeting the root cause within agreed SLAs.
* Implementing application enhancements to improve business performance, applying a holistic product lens to services.
* Providing out of hours support where necessary – shifts managed via on‑call rota.
* Automating and improving the monitoring of application performance, including setting up cloud and application level monitoring tooling.
* Updating documentation such as knowledge base articles, playbooks and service definitions.
* Applying test‑driven development, ensuring appropriate test coverage and evidencing the outcomes of testing.
* Designing, building and maintaining CI/CD pipelines including automated testing supporting multiple environments.
* Being an active member of Made Tech’s communities of practice, sharing knowledge and learning from others.
Skills, Knowledge & Expertise
We hope you’re excited by the opportunity; we will work together to define learning and development objectives.
* Application coding – demonstrate making changes or bug fixing to an application code base.
* Experience with common IT Service Management (ITSM) tools such as ServiceNow, ZenDesk, PagerDuty and/or JIRA Service Desk.
* Experience working with agile methodologies and agile ways of working.
* Experience with incident management.
* Experience with cloud technologies such as AWS.
* Experience with at least one programming language and knowledge of SOLID principles, object‑oriented programming and TDD.
* Familiarity with infrastructure as code (IaC) such as Terraform.
Security Clearance
An increasing number of our customers specify a minimum of SC (security check) clearance. Successful candidates must have eligibility: five years UK residency and five years employment history (or full‑time education). If at any point during the interview process it appears you may not be eligible, we will not be able to progress your application.
Job Benefits
* 30 days Holiday – we offer 30 days of paid annual leave.
* Flexible Parental Leave – we offer flexible parental leave options.
* Remote Working – we offer part‑time remote working for all staff.
* Paid Counselling – we offer paid counselling, financial and legal advice.
We encourage people from underrepresented groups to apply for roles with us.
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