Application Support Engineer

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. 

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, as well as continuously improving 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. You will 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 the review of complete services, including the implementation of 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 a 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 the setting up of 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

Design, build and maintain 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 and Expertise

At this point, we hope you’re excited by the opportunity but don’t worry - we don’t expect you to tick all of these when you join, we will work together to define learning and development objectives that help you meet these competencies as part of your progression in the team.

You’ll have experience of common IT Service Management(ITSM) tooling such as ServiceNow, ZenDesk, PagerDuty and/or JIRA Service Desk

You’ll have experience of working with agile methodologies and agile ways of working

You’ll have experience of incident management

You’ll have experience of cloud technologies such as AWS, Azure or GCP

You’ll be experienced with at least one programming language and be able to demonstrate knowledge of SOLID principles, Object-Oriented programming and TDD

You’ll be familiar with IaC (Infrastructure as Code) such as Terraform

Job Benefits

Benefits

We are always listening to our growing teams and evolving the benefits available to our people. As we scale, as do our benefits and we are scaling quickly. We've recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan. We’re also big on connection and have an optional social and wellbeing calendar of events for all employees to join should they choose to.

Here are some of our most popular benefits listed below:

• 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 our staff
• Paid counselling - we offer paid counselling as well as financial and legal advice.

Salary: £30,953 - £42,560 

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. (This comes with an additional compensation payment)