Application Engineer in Managed Services

LondonHybridFull-time

AI Summary

Maintains, supports and improves live public sector software applications and their infrastructure, resolving technical incidents and contributing to continuous improvements within an agile team, including on-call rotas.

About this role

Delivering technical services to support, maintain and improve live services across the public sector.

Role Overview

As an Application Engineer in Managed Services, you will play a key role in maintaining, supporting, and improving critical public sector software applications and the infrastructure they run on. With the hands-on experience you already have, you are comfortable delivering high-quality support, resolving technical incidents, and contributing to ongoing application or infrastructure improvements within an agile team environment.

You will be keen to follow best practice ways of working, ensuring we deliver value for our clients and their end users. You will also be an active member of Made Tech’s communities of practice, sharing knowledge and learning from others.

Where we provide out-of-hours support, you will participate as part of a shared team on-call rota.

Key Responsibilities

Competencies and Experience

The following list describes specific experience and skills that you’ll need in this role.

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 expectations.

Key competencies

Comfortable delivering high-quality support, resolving technical incidents, and contributing to ongoing application or infrastructure improvements within an agile team environment.
Ensuring that all requests for support are dealt with according to set standards and procedures, and suggesting ways to improve processes over time.
Collaborating with technical subject matter experts (SMEs), security operations, user research, and other stakeholders to refine the continuous improvement backlog.
Being an active member of Made Tech's communities of practice, sharing knowledge and learning from others.
Sharing responsibility for maintaining the Service Management System, ensuring documentation remains accurate and current.
Providing guidance and enhanced levels of support to users and first-line support agents following new or updated software releases.

Skills, Knowledge & Expertise

Key skills

Proficiency with at least one programming language and awareness of SOLID principles, Object-Oriented programming, and TDD.
Familiarity with Infrastructure as Code (IaC) tooling such as Terraform.
Ability to maintain CI/CD pipelines including automated testing supporting multiple environments.
Digging into logs to diagnose the causes of problems.
Configuring and automating application performance monitoring, setting up cloud and application-level monitoring tooling, and continuously improving logging and alerting thresholds.

Key experiences

Experience with IT Service Management tooling such as ServiceNow, ZenDesk, PagerDuty, and/or JIRA Service Desk.
Experience working with agile methodologies, ITIL methodologies, and tiered or swarm incident management models.
Hands-on experience with cloud technologies such as AWS, Azure, or GCP.
Participating in incident investigation, root cause analysis, security incident response (e.g. NCSC guidance), and out-of-hours on-call rotas.
Experience reviewing code, updating technical documentation (including knowledge base articles, playbooks, runbooks, and service definitions), and maintaining application data backups and recovery processes.
Estimating time and effort required for software development and application enhancements.

Benefits

Life at Made Tech

We’re committed to building a happy, inclusive and diverse workforce. You can get a sense of what it’s like working here from our blog, where we talk about mental health, communities of practice and neurodiversity (as well as our client work and best practice).

Like many organisations, we use Slack to foster a sense of community and connection. As well as special interest groups such as music, food and pets, we also have 10+ Slack channels dedicated to specific communities, allies, and identities as well as dedicated learning spaces called communities of practice (COPs). If you’d like to speak to someone from one of these groups about their experience as an employee, please do let a member of the Made Tech talent team know.

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.
📈 Pension - 6% employer matched

An increasing number of our customers are specifying a minimum of SC (security check) clearance in order to work on their projects. As a result, we're looking for all successful candidates for this role to have eligibility.Eligibility for SC requires 5 years' UK residency and 5 year' employment history (or back to full-time education). Ideally, no more than 30 consecutive days spent outside the UK within the last five years. Please note that if at any point during the interview process it is apparent that you may not be eligible for SC, we won't be able to progress your application and we will contact you to let you know why.

About Made Tech

Made Tech is on a mission to use technology to improve society - for everyone. We help organisations transform, deliver and manage world-class digital products and services.

Today, you can see our services (and people!) in action, such as the design and build of the Homes for Ukraine service, delivered in 2 weeks. We’re helping local authorities make it easier and quicker for people to log housing repairs online. By digitalising access to NHS services we’re making it more accessible, such as children needing mental health support.

All this great experience is enabling us to support new areas, like energy. We’re helping to drive better environmental outcomes by improving network performance through real-time asset monitoring, which means less wasted energy.

We were recently named as a finalist in the Raising the Bar for Workplace Transparency Award in the Shift People Awards. This is a recognition of our many great initiatives, such as our open-access employee handbook that we launched 5 years ago.

Skills

Application Performance MonitoringAutomated TestingAWSAzureCI/CD PipelinesGCPIncident ManagementInfrastructure As CodeITILJira Service DeskLog AnalysisObject-oriented ProgrammingPagerDutyProgramming LanguageRoot Cause AnalysisServiceNowSOLID PrinciplesTDDTerraformZendesk