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Application Support Engineer - Associate

Job Description

Role Description
The Application Support Engineer is responsible for providing technical analysis, troubleshooting and driving incident remediation for a portfolio of Legalapplications on various technology platforms that include both custom developed and packaged software solutions.  The Application Support Engineer will be required to work closely with technology, infrastructure and business teams to ensure the timely analysis and resolution of issues raised on a day to day basis.  The Engineer will also be required to adopt the standard operate framework within Corporate Technology & Risk and use the various tools for incident, risk, resiliency, change and knowledge management. In addition, the Application Support Engineer is expected to provide input to continuous service improvement with a focus on proactive analysis to drive down incident volume, reduce time to repair, and improve service efficiency.  The role will require interactions with users and infrastructure support teams so must have strong communication skills, teamwork, as well as ability to effectively prioritize and manage a wide variety of tasks. 
Key responsibilities
  • Support operations, projects, and capability improvement for the entire service lifecycle, including the key functions of:
  • Incident Management
  • Problem Management
  • Event Management
  • Release Management
  • Risk Management
  • Capacity Management
  • Identifying problems and opportunities, and participate in developing solutions
  • Participate and own investigation and resolution of complex problems related to supported technologies
  • Provide escalated ticket/incident management supported applications as well as will participate in defect management, issue tracking/trending.
  • Taking leadership in owning issue resolution and driving them to completion.
  • Ensuring that incident and problem management processes and procedures are followed and adhered to standards.
  • Communicating to end users, engineers, and operations
  • Work with the vendor on any support cases to seek out and test remediation
  • Provide performance /capacity metrics and ad hoc reporting of the same  
  • Provide technical expertise and share knowledge with team as required
  • Be on a weekend on-call rotation to provide level-2/3 application support (a 24x7 L1 team fields all calls and escalate only if needed)
  • Monitor the application performance and provide technical support as required
  • Learn new products and technologies outside of background experience
  • Application development and/or support work experience.
  • Preferred experience supporting Legal/Compliance Application Portfolio
  • Experience with escalated ticket management.  Able to work under pressure to resolve issues affecting production services.
  • Excellent analytical, problem-solving and multi-tasking skills.
  • Experience with creating process, procedures, and documentation relating to incident management or systems operations.
  • Able to work weekend on call rotations as required.
  • Able to work independently as a self-starter as well as within a team dynamic.
  • Ability to coordinate tasks with multiple teams in multiple locations and time zones.
  • Energetic and highly self-motivated.
  • Effective communication skills with a diverse audience (technical and non-technical).
  • Able to adapt to new technologies.
  • Experience with supporting OS (Windows), web servers (IIS), application servers (Tomcat).
  • Database support experience for MS SQL.
  • Expierence with XML, HTML, and Unix Shell Script (ksh) 
  • Monitoring experience (Tivoli, AppDynamic, Apica, VCOPs, etc) is a plus.
Req #: 160014539
Location: Bournemouth, ENG GB
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 3500 Pound Sterling (GBP)

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