Job Title: Engineer - Application Operations - Automation

Reports To : Manager - Application Operations - Automation

Department / Business Area : Service Operations

Job purpose :

As an engineer in the Service Operations division, you will be responsible for the day-to-day management of the systems and services that power ParentPay products. Working with your team, you will ensure daily tasks and activities are successfully completed and where necessary, use standard operating procedures and knowledge to resolve any faults/errors encountered.

Key tasks and responsibilities :

- Ensure daily tasks and activities have successfully completed. Where this is not the case, recovery and remediation steps will be undertaken.

- Undertake patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.

- Action requests from the ServiceNow work queue that have been allocated to your relevant resolver group. These include incidents, problems, changes and service requests.

- Investigate alerts and events detected from the monitoring systems that indicate a change in component health.

- Create and maintain support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.

- Work with colleagues to identify and champion the automation of all manual interventions undertaken within the team.

- Attend and complete all mandatory training courses.

- Engage and own the transition of new services into Service Operations.

- Participate in the out of hours on call support.

Qualifications and experience :

- Experience working in an IT service delivery or support function OR MBA or Degree in Information Technology or Information Security.

- Experience working with Microsoft technologies.

- Excellent communication skills developed working in a service centric organisation.

- Ability to interpret fault descriptions provided by customers or internal escalations and translate these into resolutions.

- Ability to manage and prioritise own workload.

- Experience working within Education Technology would be an advantage.

Technical knowledge :

- Advanced automation scripting using Terraform and Powershell.

- Knowledge of bicep and ansible advantageous.

- Advanced Microsoft Active Directory configuration and support.

- Microsoft Azure and AWS cloud hosting platform administration.

- Advanced Microsoft SQL server experience.

- Windows Server and desktop management and configuration.

- Microsoft IIS web services administration and configuration.

- Advanced management of data and SQL backup solutions.

- Advanced scripting and automation capabilities.

- Advanced knowledge of Azure analytics and KQL.