Senior Platform Support Engineer

Made Tech Limited; London; On-site; GBP 50,000 - 90,000

Job description

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.

We are hiring for a Senior Platform Engineer to join Made Tech’s Managed Service. You will be a part of Made Tech’s client facing consultancy team, acting as a point of contact for queries from our clients and providing advice relevant to your area of expertise. You will have the opportunity to influence our clients' solutions, and help to continuously improve services used daily by members of the public.

Your role

As a Senior Platform 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. As a senior member of the team you will have the opportunity to leverage your experience to coach and develop more junior team members, as well as drive improvement across the service line.

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

Incident and problem management

• 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
• Delivering resolutions to live incidents within SLA, prioritising service availability
• Taking the lead in problem investigation/root cause analysis and delivering resolutions that prevent recurrence and minimise technical debt
• Providing out of hours support where necessary - shifts managed via on-call rota
• Interpreting the client security standards and best practice such as NCSC guidance, then implementing process and tools that allow the team to respond to security incidents in compliance
• Providing guidance to users and 1st line support agents — including enhanced levels of support following new/updated software releases

Service monitoring and maintenance

• Design monitoring and dashboarding solutions that are aligned to the needs of users and client strategic priorities
• Automating the monitoring of application performance including the setting up of cloud and application level monitoring tooling
• Implementing ongoing improvements to monitoring, logging and the continuous review of alerting thresholds
• Updating documentation such as knowledge base articles, playbooks and service definitions
• Implementing processes that maintain application data, backups and ensuing appropriate recovery processes are in place to meet data retention needs
• Using user monitoring, performance data and service dashboards to inform continuous improvement backlog items and prioritise technical debt removal
• A detailed knowledge of database installation, integration, configuration, maintenance, security, performance and capacity management. Able to leverage that knowledge to support planned changes and resolve live incidents.
• Maintaining infrastructure, ensuring compliance, upgrading live services and right-sizing with a focus on both cost and sustainability
• A detailed understanding of DNS management including records, zones, security, performance and load balancing. Able to diagnose and resolve DNS issues and develop processes that reduce manual effort required for DNS management

Application and platform development

• Implementing application enhancements including the development of new code and sourcing existing code from open code libraries
• Implementing application enhancements to improve business performance, applying a holistic product lens to services
• Design, build and maintain CI/CD pipelines including automated testing supporting multiple environments
• Ensuring application code complies with data protection requirements, security regulations and policy standards as mandated by either the client or the team lead
• Collaborating with technical subject matter experts (SMEs), security operations and user research to ensure user-centred high quality outcomes
• Estimating time and effort required for software development, and reviewing the quality of estimating to fine tune forecasting over time
• Applying TDD, ensuring appropriate test coverage and evidencing the outcomes of testing

Service onboarding and transition

• 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
• Onboard new services onto an IT Service Management tool, including configuring users and integrating alerting tools

Learning and development

• Being an active member of Made Tech’s communities of practice, sharing knowledge and learning from others
• Investing in yourself and your skills by adapting to the needs of our clients and learning about emerging technologies that are relevant to the services we provide
• Taking a proactive interest in the work being done across Made Tech and supporting colleagues where possible e.g. providing inputs to case studies based on your project experience or pairing with someone in another team
• Be a mentor and coach to others across the service line, sharing expertise and taking an active role in the professional development of others

Skills, knowledge and expertise

At this point, we hope you're feeling excited about Made Tech and the job opportunity. Even if you don't feel that you meet every single requirement, we still encourage you to apply.

• An in depth knowledge of Azure and products such as Azure DevOps, Azure Pipelines, Azure Load Testing and Azure Database for PostgresSQL
• Familiarity with at least one of the following programming languages: .Net, React, Java, Ruby on Rails
• Can articulate the benefits of Infrastructure as Code, including a familiarity with working with Terraform
• Experience of providing 2nd, 3rd and/or 4th tier technical support using ITIL methodologies and terminology
• Hands on experience of designing and implementing application and platform monitoring and alerting solutions to identify and investigate live service issues, as well as auditing existing solutions and prioritising improvements

Get in touch with our talent team if you’d like an informal chat about the role and your suitability before applying. We are hiring for this role directly, so will not respond to any CVs sent via external recruitment agencies.

Security Clearance

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 ideally 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).

Support in applying

If you need this job description in another format, or other support in applying, please email [e-mail].

We believe we can use tech to make public services better. We also believe this can happen best when our own team represents the society that actually uses the services we work on. We’re collectively continuing to grow a culture that is happy, healthy, safe and inspiring for people of all backgrounds and experiences, so we encourage people from underrepresented groups to apply for roles with us.

When you apply, we’ll put you in touch with a member of our talent team who can help with any needs or adjustments we may need to make to help with your application.

Life at Made Tech

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.

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:

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

Location:

Any UK Office Hub (Bristol / London / Manchester / Swansea)

Department:

Delivery & Practices > Managed Service Practice

Join us in our mission to use technology to improve society for everyone.

Our hiring process is designed to be thorough, transparent, and supportive, guiding candidates through each step. The exact process may vary slightly depending on the role but these are the typical steps candidates can expect.

We’ll keep you updated throughout the process and provide helpful feedback at each stage. No matter the outcome, we make sure the feedback is useful and supportive, so you feel informed and can learn from the experience.

Our talent team will review all applications, and while we may use AI to help speed up the process, a real human will always make the final decisions. Once reviewed, shortlisted applicants will be invited to a screening.

This is a 25-30 minute call with someone in our talent team who is hiring for the role.

Once screenings have taken place the hiring manager will review the shortlist and invites to interview will be sent.

You may then be invited to an initial virtual interview which is usually with the hiring manager or a couple of members from the team. This is usually around 45 – 60 minutes and the format may vary depending on the role.

If you progress, you’ll be invited to a final stage interview which is usually with two members of the team. The format varies depending on the role and this is usually an hour.

Final conversation with one of our exec members.

Register your interest to be notified of any roles that come along that meet your criteria.