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Application Support Engineer

Posted: 17 Nov 2020 Closes: 16 Jan 2021
Rugby £38,000 - £48,000 DOE
Permanent & Full-time airwave-motorola-solutions/20201117162645

Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline.  Our technology platforms in communications, software, video and services help our customers work safely and more efficiently.  Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe.  Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

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.

Job Description

  • 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

Basic Requirements

  • 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;
  • Empathetic communicator, able to see things from the other person's point of view;
  • Well-presented and business-like;
  • Sufficiently mobile and flexible to travel up to a few days a month within the UK;
  • The individual must be comfortable with cultural transformation;
  • A natural problem solver and logical thinker.
  • HNC in an IT related discipline or substantial relevant experience
  • ITIL v3 Foundation desirable
  • 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

Airwave Motorola Solutions

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