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3rd Line Application Support Specialist

1 month ago

Gateshead, United Kingdom De La Rue Full time

The Vacancy

We are looking for a 3rd Line Application Support Specialist to provide expert technical support to their peers in the Integration Specialist Team. Working closely with the local and centralised De La Rue Support teams, you will be ensuring project timescales and SLAs meet contractual compliance, forecasting workload activities and acting as a point of escalation for technical issues raised by the customer, frontline analysts and support colleagues within the team. You will be expected to support as part of the Major Incident Response Team when it is called upon, requiring flexibility within working hours when necessary and providing out of hours on-call support.

Key Responsibilities

  • Support the training of all new starters in the team to enable them to perform the role efficiently and effectively, in hours and On-Call.
  • Support on an on-call rota or out of hours if required.
  • Support the building of new customer environments and be competent to build out certain elements of the required build, travelling to customer sites as required in support of deployment, integration and support of the solution as required, possibly at short notice.
  • Deputise for the Senior Agent and deliver the weekly internal knowledge transfer sessions, helping to ensure training is being cascaded to everyone within the team.
  • Support/ complete the writing of the RfC being created within the team to ensure that the implementation plans and back out plans are correct and wont impact the environment when the change is being deployed.
  • Create, update, and maintain documentation to support the team’s daily tasks. Proofreading draft format documentation that has been created by anyone relating to the required corrective actions to resolve an issue.
  • Take ownership of escalated issues accordingly and manage to completion.  Or escalate to Senior Agent when appropriate, ensuring all impacted parties are kept informed of progress as appropriate.
  • Liaise with 3rd party suppliers, shippers, importers, customs etc (i.e., users of the system) in the scope, configuration, integration and on boarding processes to ensure smooth project delivery and issue resolution.
  • Provide expert application support for bespoke solutions, ensuring adherence to incident and problem SLA/OLA via the service management tool.
  • Contribute to Problem resolution through identification of recurring issues and liaising with local and central support teams where necessary.
  • Respond to security issues identified using the SIEM tool set and other monitoring and logging tools.
  • Work safely, adhering to safety rules and procedures, using safety equipment when necessary, ensuring that equipment is kept in good and safe condition and the appropriate risk assessments are carried out.  
  • Provide subject matter expertise to support effective decision making provide input as required to the annual strategic planning cycle.

Contract type: Permanent

Working hours: Full Time

Base location: Basingstoke / Gateshead

Skills, Qualifications & Experience

  • Experienced Knowledge of Linux operating systems such as Debian 10 and Ubuntu 22.04
  • Experienced Knowledge of containerisation technologies including Docker and Kubernetes
  • Experienced Knowledge of querying databases such as Microsoft SQL, MariaDB, MySQL, Cassandra
  • Experienced Knowledge of current Windows Server operating systems
  • Experienced Knowledge of web servers such as IIS, Apache and Nginx
  • Experienced Knowledge and skills supporting and deploying packaged applications and XML messaging systems
  • Experienced Knowledge of MariaDB, ElasticSearch and RabbitMQ
  • Experienced Knowledge of working in secure environments.
  • Have proven analytical and investigating skills in troubleshoot software, as well as possessing high attention to detail.
  • Experienced Knowledge of in identifying underlying issues and trends in technical systems through appropriate interaction with end users.
  • Have proven 3rd line application support experience.
  • Experienced Knowledge of supporting highly available environments.
  • Experienced Knowledge of SSL Certificates, network infrastructure and virtual server platforms is highly desirable.
  • Experienced Knowledge of Track and Trace solutions, build processes and implementation plans is highly desirable.
  • Experienced Knowledge of Microsoft BizTalk (or similar message broker applications) is desirable.

About De La Rue

De La Rue’s purpose is securing trust between people, businesses, and governments.

We operate across six continents to provide highly secure physical and digital solutions to 140 countries. As an authentication and currency provider we are the trusted partner of choice for governments, central banks and businesses seeking to secure their global supply chains and cash cycles.

Specialising in product design, international manufacturing, and digital solutions, we are trusted by governments, central banks and brands to provide secure products and services that protect economies, revenue sources and reputations. Our solutions enable businesses and people to participate securely in the global economy whilst protecting people from the impact of counterfeiting and illicit trade.

Benefits

  • Hybrid working opportunities
  • 26 days annual leave + bank holidays
  • Chance to buy or sell holiday as part of our Annual Leave Flexibility Scheme
  • Contributory pension scheme (De La Rue pay 1.5x the employee’s contribution up to a maximum of 9%)
  • Life assurance - 4x your annual salary
  • Private health insurance – No cost for single cover, subsidised rates for additional dependant cover
  • Sharesave Scheme – opportunity to buy shares in De La Rue
  • Cycle to Work Scheme
  • Subsidised Gym Memberships
  • Various other perks and Employee Assistance packages
  • Enhanced family friendly policies

Please note that applications are reviewed on a rolling basis and therefore interviews may be held prior to the closing date for this vacancy.

***This position is located in the UK. To be eligible for consideration, you must be authorised to work in the UK without sponsorship**

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