Lead Platform Support Specialist

4 weeks ago

Milton Keynes, Milton Keynes, United Kingdom Lucid Connect Ltd Full time
Job Overview

Lead Platform Support Specialist

Salary: £50,000 - £55,000 per annum

Location: Milton Keynes

Work Model: Hybrid (2 Days per week onsite)

Lucid Connect Ltd is seeking a dedicated Lead Platform Support Specialist to deliver exceptional support to both internal and external stakeholders for our tailored applications and the underlying platform. The core mission of this role is to assist users through escalations from the Service Desk when issues arise, while also taking a proactive approach to monitor and manage the platform and application ecosystem to mitigate potential incidents.

This position also offers opportunities for growth in Operational Acceptance Testing (OAT), where we assess the knowledge, monitoring, and alerting for any new or modified applications and services transitioning into operational readiness from development teams and external partners.

Key Responsibilities:

  • Addressing incident escalations and monitoring alerts, providing support during outages impacting products or platforms.
  • Supporting a customized application portfolio, primarily consisting of Java applications, along with a smaller number of .Net applications, including front-end web solutions.
  • Facilitating the Major Incident Review process by identifying root causes of service-affecting incidents, collaborating with various teams within Technology, Software Engineering, Cloud Platform, and Infrastructure.
  • Managing escalations to third-party vendors and ensuring resolution of escalated issues.
  • Implementing proactive fixes based on monitoring events; managing log files on production servers outside of standard hours, and addressing message build-up from inactive queues.
  • Establishing monitoring and observability for our applications.
  • Conducting Operational Acceptance Testing (OAT) for any new or altered services entering Technology Operations from internal development teams or external vendors.
  • Updating and maintaining a comprehensive service knowledge base.
  • Providing support for core message-oriented middleware platforms, including IBM MQ, Apache Artemis, and Red Hat AMQ.
  • Supporting Microsoft Azure PaaS services, including Service Bus, Azure Kubernetes Service (AKS), and Azure Cache for Redis.
  • Advancing support, monitoring, and service transition/acceptance strategies.
  • Mentoring and developing team members, fostering a culture of continuous improvement across the broader team.
  • Acting as a deputy for the Technology Operations Manager in support-related matters as required.
  • Guiding and mentoring junior team members.

Required Skills and Experience:

Essential:

  • Demonstrated experience in a Platform or Application support role, or a similar capacity.
  • Familiarity with public cloud platforms, particularly Microsoft Azure, and cloud computing principles.
  • Experience collaborating with development teams and integrating applications into support.
  • Solid understanding of Linux, from navigating the file system to configuring scheduled tasks.
  • Analytical and problem-solving mindset with the ability to troubleshoot issues in applications and cloud infrastructure.
  • A commitment to personal development, continuously exploring new technologies and their functionalities.
  • Strong communication and documentation skills.
  • Extensive experience utilizing monitoring and observability tools, such as Prometheus and Grafana, including dashboard configuration and alert setup.
  • Familiarity with the software development lifecycle and associated tools, such as CI/CD pipelines.
  • Scripting proficiency in PowerShell, Python, or Bash.
  • Able to work effectively both independently and as part of a team, ensuring service tickets are consistently updated.

Highly Desirable:

  • Knowledge of message-oriented middleware technologies such as Red Hat AMQ, Apache Artemis, or IBM MQ.
  • Experience with automation tools like Ansible or StackStorm.
  • Understanding of Kubernetes and containerization concepts.
  • Familiarity with DevOps principles and the interplay between Development and Operations.
  • Working knowledge of networking technologies, including routing and switching.

Desirable:

  • Experience with Agile and/or Scaled Agile Framework (SAFe) methodologies.
  • Experience in destructive application testing using tools like JMeter.

Work Location & Hours:

  • Minimum of 2 office days per week on a 37.5 hours per week working pattern.
  • Ad-hoc requirements due to the nature of support in a 24/7 operational model.
  • This role involves participation in an on-call rota for paid on-call support, expected to be one week in four, for any out-of-hours escalations or major incidents.

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