Production Support Systems Engineer

Job Purpose

The purpose of the role is to provide technical and operational support, monitor and optimise the Guidewire production estates within Admiral as part of the IT Business Service Department.

As a member of the IT Production Support Team, providing 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.

Main Duties associated with the role

As a Engineer, you will play a pivotal role in supporting our cloud infrastructures, ensuring stability, security, and optimal performance.

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.

This is not a full definition of the role but covers the main aspects and drivers for success.

• 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

These include 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. In addition to this you will also be required to 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

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 / Qualifications:

• 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)

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.

Salary, Benefits, and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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