Job Description - Senior Application Engineer (046889)
Organisation
Customers, Communication and Technology
Job
Technology Service Operations
Position Type - Full Time
Location: North Greenwich, London
Salary: £55,000 - £57,000 (dependent on skills and experience) plus excellent benefits
Contract: Permanent
About Us
London is a world-class city. One of the premier locations for business, entrepreneurship, culture, leisure. It’s a place where people from all over the globe want to live. By 2030, London’s population will hit 10 million. Keeping them, our millions of visitors – and the city in general – moving will ensure the capital maintains its pre-eminent position. Technology and data will play the pivotal role in our success.
At Transport for London, we’re contributing to the ultimate smart city. Using smart tech, network connectivity and Big Data to meet the challenges the future throws at us. Demographics, infrastructure, the environment, cyber security – challenges on an unprecedented scale.
Running the organisation’s end-to-end IT service lifecycle, the Technology Service Operations department ensure we get the best services – and the best value. A broad remit ranges from supplier performance and risk assessment, to licence management and compliance. The team also design service models and deliver both new and changed services. They underpin everything we do.
Job Purpose
Our team supports several missing and business critical applications for TfL, e.g. Real time Underground train position system, train asset condition analytics system and Transport services status feeds. Our applications are used across the stations by TfL staff to keep London moving. We utilise ERP, commercial off the shelf, in-house developed software, transport maintenance, planning systems and online services.
To assist us in delivering these services your experience must include Java or C# oriented applications development, and mainstream relational databases, e.g. SQL Server, Oracle or MySQL.
You will be accountable for provisioning of Tier-2 and Tier-3 service for TfL's environments, ensuring that all services are delivered and maintained to agreed standards, quality and performance. Our work will sometimes require out of hours support, support over the weekend or out of hour’s maintenance/release activities for certain applications. This additional out of hours work would be compensated.
Supported servers include on-prem Windows/UNIX servers as well as servers hosted in Cloud.
Key Accountabilities
* You will be responsible for delivering enhancements and executing support activities to enable fault resolution within the agreed SLAs and ensure the restoration of the services within the team’s portfolio.
* You will manage incidents, problems and service requests allocated to the team.
* You will be responsible for ensuring our services are monitored to a high standard as well as setting up automation to save repetitive manual work.
* You will manage daily health checks, respond to system alerts within agreed service level targets, whilst minimizing disruption to customers and/or end users.
* You will be responsible for recommending service and process improvements for handling and correcting defects in TfL’s live environments in order to reduce costs and drive less calls to Service Desk.
* You will be involved in planning, organising and delivery of essential project work that aids in improvement of our services.
* When appropriate, you will escalate service incidents to higher severity to ensure operational availability and service delivery is within SLAs.
* The role involves being accountable for managing and organising our deliverables under the guidance and directives of Application Team Manager.
* You will be responsible for contributing to technical Knowledge Management for systems in the portfolio.
* You will be responsible for coordinating and performing upgrades and/or migration of the services representing the team.
Key Interfaces
* Working with other technical, operational and service teams within TFL to facilitate service delivery within committed timelines.
* Liaising directly with customers who are experiencing issues or requesting services.
* Working with external 3rd Party Suppliers and Support Providers.
Key Skills and Experience
* Good understanding of relational database, querying, data manipulation and analytics skills (SQL Server, Oracle, or MySQL)
* Knowledge of or interest in learning emerging technologies such as ReactJs, Cloud services and tools
* Experience in web based and/or mobile applications development
* Experience in requirements gathering
* Experience in testing – manual/automated (e.g. Jenkins/Docker/Selenium automation)
* Experience in CI/CD pipeline build and rollout (e.g. Azure DevOps)
* Experience in Cloud technologies such as Azure, AWS etc.
* Experience in Git or other code repositories
* Knowledge of ITIL V3 or above Service Management
* Knowledge of current/emerging technologies and processes employed in Enterprise-Wide IT services
* Knowledge or experience with requirements management e.g. Use Case, UML or UX
* Knowledge of core programming language C# or Java
* Good understanding of relational database querying, data manipulation and analytics skills (SQL Server, Oracle, or MySQL)
* Knowledge of ASP.net and/or Windows Service development in C#
* Knowledge of at least a couple of the following - Enterprise Resource Planning, Document Management, Real-Time Information Systems, Forms Platforms, Operational Support, Reporting, Monitoring Applications, IDE Integrated Development Environment, ITSM Toolsets and integration technologies/systems.
You have demonstrable experience, knowledge or attributes in the following areas:
* Information Technology related support service skills
* Broad experience of working in a complex multi-site environment dealing with business applications and real time information systems
* Can work under pressure within a fast-paced support and/or operations environment
* Experience of troubleshooting issues, managing software defects, bugs, problems and/or service requests within agreed SLAs
* Sincere, dedicated, hardworking, quick learner
* Good team player with a can-do attitude and high standard of work ethics
* Communicates clearly and is skilled at adapting their communication style to meet the needs of the audience
Equality, Diversity and Inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
Application Process
Please apply using your CV and maximum two-page covering letter.
Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter. PDF format preferred and do not include any photographs or images
The closing date for applications is Thursday 14th November @ 23:59
Please note we may close the advert early if we receive a high volume of applicants.
Benefits Include:
* Final salary pension scheme
* Free travel for you on the TfL network
* Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
* 30 days annual leave plus public and bank holidays
* TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
* Tax-efficient cycle-to-work programme
* Retail, health, leisure and travel offers
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