Production Support Engineer

  • Crewe, Cheshire, England
  • £30k - 40k per year Benefits

Production Support Engineer – Crewe - £30k-£40k

General Purpose:

The purpose of this role is to be the Level 2 point of contact for support requests, incidents and to provide assistance to Problem Management and Major Incident Management as directed by the team leader, an appropriate Delivery Manager or the senior leadership team.  May be internal or external client-focused, working in conjunction with Professional Services and outsourcing functions.  May include company-wide, web-enabled solutions.

Responsibilities:

Diagnosis and support

  • Provide second level diagnosis and troubleshooting
  • Provide or facilitate incident fixes, including service request testing and release
  • Provide impact assessments for new work requests including evaluations of design/build/test effort
  • Provide recommendations for product enhancement or service improvement
  • Some business analysis work required from Project Managers or Business Analyst team
  • Production fix code migration
  • Operational governance checkpoint for all production code
  • Execution of all production code into production
  • Participate in continual production code deployment efforts
  • Provide application support monitoring

Problem Resolution

  • Investigate, clarify and resolve issues pertaining to:
  • Support to Customers directly (where appropriate) to further analyse the circumstances relating to customer-initiated calls

Service Requests

  • Analyse and respond to customer service requests including:
  • Provide an assessment of the request determining whether the request will result in defect- resolution effort or is a change request
  • Propose the appropriate solution; either modification of an existing function, or development of a new function
  • Determine the likely effort required for any new or modified function, including estimates of design, build and test work effort
  • For approved service requests; complete the necessary design work, utilising other analyst resources as required
  • Document new change requests or new functionality
  • Manage the associated delivery and test process and ensure that the resulting function meets the original request and is of acceptable quality to release to production
  • Client liaison with regards to new interface or new system. Conduct an impact assessment for removal of existing interface, or on occasion changing current Write test script for testers

EDUCATION & EXPERIENCE

  • Proven ability with SQL and MS Office tools
  • Knowledge of Service Now and Jira ITSM tooling
  • Proven technical writing experience
  • Control M and Scheduling awareness
  • ITIL basic appreciation (Incident/Problem & Change)
  • IT security awareness (InfoSec) and how it applies to data