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Application Support Engineer

Posted: 1 Sep 2020 Closes: 31 Oct 2020
Rugby Or Basingstoke £40,000 - £48,000
Permanent & Full-time airwave-motorola-solutions/20200901132802

Application Support Engineer (ESN BSS)

Perm

Location - Rugby / Basingstoke

 £48,000 - £48,000


Application Support Engineer (ESN BSS)

Perm

Location - Rugby

Job Purpose:

UK Managed Services (UKMS) IT based in Rugby requires a technical engineer to support our new BSS (Provisioning & Billing) application for the Emergency Services Network (ESN).

This person will be responsible for maintaining the availability and delivery of the BSS applications within the UK Managed Services platform. This is delivered as part of a 24/7/365 support model underpinning the delivery of all associated services and service levels in line with contractual performance levels.

The role will be required to be on call outside of UK Business Hours at a minimum of 1 week in every 4 weeks.

Key Responsibilities and Accountabilities:


Support the operation of the ESN BSS systems:

  • Supporting activities to ensure they are patched in line with contractual, support and security requirements;
  • Ensuring they are monitored and managed to meet required performance and capacity levels;
  • Ensuring they are resilient and available to underpin the business defined uptime SLAs;
  • Undertake the installation of new or upgraded applications and services;
  • Support and evolve Operational Acceptance criteria activities;
  • Maintain application support related policies, processes and tools;
  • Undertake initiatives to strengthen the Incident Analysts knowledge and capabilities;
  • Develop and discharge the Applications Management related processes as well as participation within other processes such as Problem, Change, Incident, Release, and Availability Management;
  • Adhere to all relevant UKMS and Motorola Solutions corporate policies and procedures;
  • Knowledge sharing, training and development within the team;
  • Develop continuous improvement plans and initiatives to improve performance, quality, efficiency and customer satisfaction;
  • Support the IT Information Systems Manager with Vendor and Supplier technical performance and management reviews;
  • Provide responses to operational escalations, complaints and root cause analysis requests in an effective and professional manner;
  • Act as an external ambassador, representing and promoting UKMS to customers and suppliers through all relevant contact;
  • Support the production of reports relating team performance;
  • Identify risks to achieving performance Levels and initiate appropriate actions to mitigate;
  • As a 3rd line specialist, support the diagnosis and resolution of complex technical issues escalated via 2nd Line Support or directly through analysis of the system performance and behaviour, taking ownership through to resolution whilst maintaining communication flow throughout
  • Support the testing and operational acceptance of new services and service changes ensuring that tests are developed and implemented to allow effective service delivery
  • Engage with the immediate team, and more widely as required, on Knowledge Transfer and training activities to reduce risk of individual members of staff being single points of failure
  • On-call duty to ensure 24/7 critical cover

Person - Profile:

Core Competencies:

  • Able to demonstrate the key cultural principles of UKMS in terms of collaboration with others, achieving Service Targets and driving Continuous Improvement;
  • Self-driven, results-oriented with a positive outlook, keen for new experiences and responsibilities with a clear focus on high quality and operational efficiency;
  • A natural forward planner who critically assesses own performance and is proactive and self-driven in achieving goals and objectives;
  • Mature, credible, a team player and comfortable in dealing with key stakeholders of the role. i.e. Reliable, tolerant, approachable and determined;

Technical Expertise:

Academic and Technical Qualifications:

  • HNC in an IT related discipline or substantial relevant experience
  • ITIL v3 Foundation desirable

Other technical expertise, experience and knowledge

  • Extensive industry experience working in Technical Support teams demonstrating an analytical approach to solving complex problems
  • Demonstrable ability to identify improvements in support SLAs e.g. Incident Resolution, Availability Management, Operate and Maintain etc.
  • Proven experience with supporting an integrated provisioning and billing system preferably Ericsson with experience in:

o Ericsson Catalogue Manager (ECM)

o Ericsson Composition Engine (ECE)

o Ericsson Order Care (EOC)

o Ericsson Number Management (ECNM)

o Ericsson Dynamic Activation (EDA)

o Ericsson Multi-Mediation (EMM)

o Ericsson Identity Management (iDM)

o Ericsson Business Support & Customer Management System (BSCS-iX)

o Ericsson Self Service Portal / IWS

  • Experience supporting HTML5 web applications with strong knowledge of Javascript, Jquery, AngularJS, Undercore frameworks
  • Good understanding of Red Hat Linux and Weblogic
  • Good understanding of OSS/BSS Applications such as BMC Remedy, IBM Netcool, Kodiak, Firefly - Desirable
  • Understanding of Mobile and Public Safety Communication technology and services - Desirable
  • industry experience working in LTE Network - Desirable

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