Description:
The Senior Application Support Engineer Role
- We are looking for a motivated Senior Applications Engineer to join our technical team to provide Applications Support to a major client for DXC.
- This role will require a strong understanding of applications support. It will be a hybrid role with elements of office-based working in the Reading area and at home.
- The role includes optimizing system performance, resolving complex production bugs, and mentoring junior staff.
- Undertake service management and minor enhancement activities involved in the ongoing delivery of Application Management.
- Provide application lifecycle technical expertise for the support, monitoring, troubleshooting, change and enhancement of packaged and/or custom applications in accordance with contractual terms and conditions and established technical standards such as CMMI and ISO.
- Engage in and provide support for transition/transformation efforts.
- Undertake the full range of Service Management functions required to ensure service delivery compliance to budget, quality standards and committed service levels on an on-going basis following operational policies and processes that are compliant with industry standards, such as ISO, and best practices such as Information Technology Infrastructure Library (ITIL).
Responsibilities
- Performing early morning checks to ensure applications are healthy before the users log in.
- Monitor, diagnose and resolve technical issues related to Windows desktop and server-based applications.
- Own, troubleshoot, and resolve complex 2nd and 3rd line technical issues within agreed SLAs.
- Plan and execute application upgrades, security patching, and impact analysis across Production and Non-Production environments.
- Implement monitoring and continual service improvement to reduce ticket volume and optimize system reliability.
- Provide guidance, training, and technical coaching to junior analysts.
- Investigate Windows Event Viewer and Application log analysis to identify root causes of application errors.
- Create and update "how to guides" and knowledge base articles for common fixes and internal processes.
- Collaborate closely with other application engineers in the team as well as liaising with the client on a regular basis.
- Work together with the applications team to identify and implement continual service improvement activities.
Key Skills
- 5 or more years of experience in application support, systems administration, or IT service desk environment.
- Advanced analytical problem-solving and root-cause analysis.
- Capability to thrive in high-pressure, live production environments.
- Excellent communication skills and the ability to work in a team-oriented environment.
- Microsoft certifications (e.g., Azure Fundamentals/Administrator), ITIL foundation, or vendor-specific CRM/ERP certifications are desirable.
- The following technical skills would be beneficial:
- Understanding of ServiceNow or related ITSM tool
- Windows-based Applications experience
- Advanced SQL skills in SQL Server and knowledge of SSRS
- Active Directory
- Understanding of operating systems, cloud platforms and basic programming integrations
- Experience of Dynatrace or other monitoring tools
- Strong working knowledge of ITIL service management processes. ITIL V4 Foundation Certification is desirable