Provide 24x7 application support for CNI System(s), to enable the service to meet the Service Level Agreement with the business (control room operations staff and other end users), avoiding any breach of license to operate. This includes the following ITIL
Incident management processes as appropriate to resolve system faults and ensure service restoration to agreed SLA timeframes. Include serving on an on-call rota during non-business hours. To minimise reactive incident response, proactive event monitoring/health checks may be required.Problem management processes as appropriate to remove the underlying causes of service incidents, both technical and process based.Change management processes as appropriate to ensure that application modifications / fixes / workarounds are impact accessed, and implemented in a low risk / impact to the business. This also includes changes to data that the business cannot implement themselves.Release management processes as appropriate to ensure that releases are defined, built, tested, implemented to meet the business need.
Skills, Experience and Ways of Working
Experience of supporting mission critical systems, with a good knowledge of system technologies, monitoring tools and processes in a 24x7 365 support environment.Experience providing 2nd/3rd line application support on OpenVMS or UNIX systemsBM Role: Experience of software development in Fortran or CBoth Roles: Experience in use of SQL to diagnose / resolve incidentsExperience in incident management at a technical level to ensure effective incident resolution with appropriate communications, to ensure high levels of availability through your direct actions.History of working effectively both individually and as part of highly productive small teams in an Infrastructure/Application ITIL based support environment.Involvement of working with external software vendors
Understand the impact of both security and external regulations that impact operational technology systems (CNI).Knowledge of supporting infrastructure, networks and data centres supporting applications.Knowledge of Software Development Life Cycle ITIL Service Management processes - Release, Change, Event, Incident, Problem Management.
Ways of working:
Ability to grasp, analyse and convey complex issues and their interactions within house and Supplier Organisations.Analytical thinker capable of decision making when under pressure; well organised with a technical bias; skills in engineering control systems.Capability to share knowledge and to learn from others easily.Ownership / Demonstration of accountability to see issues through to successful resolutions.