workable
Senior Application Support Engineer
Ocean Infinity
Southampton, GBR
Full-time
Senior
Hybrid
GBP 55000-55000 yearly / year
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What you will do! 🚀
- Up to 3rd line support, resolving incidents and requests with internally developed software products and following up with detailed root cause analysis;
- Providing structured feedback to the internal development teams, identifying issues and driving improvements through real‑world insights;
- Mentoring generalist IT team members and working as a key contributor, and participant, to initiatives reducing the number of incidents, average resolution time and other reliability metrics;
- Working closely as a liaison between development and support teams to monitor and support frequent software releases as they move from development into production;
- Managing tickets to ensure response and resolution SLA’s are met;
- Managing high priority tickets from inception to resolution, communicating with users Incident management
- Participate in 24x7 on-call support process.
What we look for!🔍
- Strong background in 2nd/3rd Line Engineering, with a focus on coaching, mentoring, and supporting junior team members.
- Experience working with internally developed Software in production environments and supporting development teams either as a developer, senior QA Engineer or DevOps role;
- Proficiency working in Linux-based environments with Docker, containerised applications, and shell scripting using PowerShell and Bash.
- Experience working with programming languages and frameworks such as JavaScript, Typescript and React; Python and/or C#;
- Working knowledge of observability tools such as Prometheus, Grafana or Kibana to diagnose issues and interrogate software products;
- Good understanding and experience of ticketing systems, such as ServiceNow, Zendesk and ServiceDesk Plus;
- A can-do attitude with a willingness to solve problems even if occasionally they may be considered “out of scope” for the role;
- Excellent time management skills and ability to prioritise work in a fast-paced environment;
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