Production Support Systems Engineer

As a member of the IT Production Support Team, you will provide technical support across Admiral’s operational environments by responding to and attempting to resolve application and hardware alerts in a timely and efficient manner; resolving assigned and escalated incidents as well as completing, Service Requests and other pieces of planned work, intended to improve the supported infrastructure.

This position offers an excellent opportunity for a tech-savvy individual looking to gain hands-on experience in cloud technologies while working alongside experienced professionals.

Key Responsibilities

• Support our cloud infrastructures, ensuring stability, security, and optimal performance
• Assist in the setup, configuration, and maintenance of on premise and cloud services
• Build out monitoring and alerting for cloud and on-premises infrastructure for performance and stability concerns, proactively addressing any issues
• Collaborate with senior engineers to design and implement scalable and reliable cloud solutions
• Troubleshoot and resolve technical issues related to cloud services and applications
• Participate in regular backup and disaster recovery planning and testing
• Stay updated on the latest trends and developments in cloud technologies
• Investigate and document findings from root cause analysis
• Document procedures and configurations to ensure knowledge sharing within the team
• Provide technical support and assistance to external stakeholders
• Working within other IT Service Teams, to ensure the live production environments are always available, using the existing monitoring and alerting tools utilised by Admiral
• Assisting with the development and implementation of process’s, policies and best practices relating to the environment within the Admiral Technology estate
• Proactively manage and address any identified risks within the estate as well as ensure adherence to any Service Level Agreements which may be in place
• Support out of hours activity related to ensuring the availability of the environment

Other duties include:

• Management and completion of Service Now Incidents and Service Requests
• Configure and maintain enterprise technology environments
• Proven trouble shooting and support experience
• Be always ‘Risk’ aware and encourage and demonstrate the concept of ‘ownership’
• Recommending and enforcing standards for best practise
• Diligently share knowledge with others through teaching and/or mentoring
• Maintain a good working relationship with customers and technical partners including project teams
• Provide timely and accurate estimates for completion of assigned tasks
• Research new technologies and function as a subject matter expert
• Act as a point of technical referral or support, where required, to other teams within Admiral
• Produce or contribute to detailed documentation for existing or new configurations

Essential Skills/Experience

Role holders should be able to demonstrate a significant level of experience and expertise across as many of the following areas as possible:

• Understanding of Cloud Technologies
• Red Hat Enterprise Linux 6
• TCP/IP Network troubleshooting and support, including DNS, DHCP & HTTP protocols
• Monitoring Tools, AppDynamics, PRTG

Desirable Skills/Experience

• Red Hat Certification
• Education to degree level
• Microsoft Certification
• Microsoft Azure, AWS, or Google Cloud Platform: 1 year (required)
• understanding of cloud computing concepts and technologies: 1 year (required)
• TCP/IP, DNS, and VPN.: 1 year (required)
• Cloud Computing Certificate (Azure or AWS or Google or etc.): 1 year (preferred)

Location and On Call

The role is based within Ty Admiral, Cardiff but travel to other sites may be necessary on occasion in order to provide operational support. Planned out of hours work will also be required at times, in order that maintenance/upgrade /release activities can be supported.

There is also presently an On Call function which exists within IT,  which it is not mandatory, but it would be desirable for the role holder to consider being part of, but only if and when a certain level of experience within the role has been accomplished. Payment for On Call is in addition to salary.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here

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