Employment Type

Permanent

Closing Date

26 Aug 2024 11:59pm

Job Title

L3 Apps & Tools Engineer

Job Summary

As an IT Technical Expert, you can’t resist solving problems. Your investigative skills will be put to the test as you work to diagnose and find solutions, activate or repair. You collaborate with stakeholders to ensure our platforms, devices, applications and systems are operating efficiently and delivering value to our customers.

Job Description

Role purpose

The role of the Apps and Tools Engineer is to be a subject matter expert and final escalation point for a wide range of applications across multiple territories and time zones.  This role sits within the Managed Services team. The candidate needs to have an appreciation for time-critical problem solving and non-movable project timeframes.

The successful candidate will lead the delivery, assurance, development and optimization of applications for our customers and the management platforms and systems used to manage those customer services. Our Managed applications run on Public, Private and Hybrid cloud infrastructures, and include services such as Citrix, Zenoss, Tufin & SQL

How the role contributes to business strategy?

This role is a core contributor to Telstra’s managed service capability and should demonstrate technical expertise to assist the on-going support and growth of our managed service capabilities.   The successful candidate will have demonstratable experience of working with complex applications in a managed services environment.

The measurable deliverables and outcomes of this role

The successful candidate for this role needs to combine design, operation and support of applications and apply these to successful operating of complex technology platforms.

Role Context and overview

Key Responsibilities, Accountability Metrics, Decision Rights

Key Responsibilities

• SME and technical escalation point for Application based services.
• Own the design and development of internal management and monitoring systems.
• Installation of applications and tools as per Design documentation.
• Troubleshooting and resolution of Application related Incidents
• Change and Service Request management.
• Design approval for customer and internal services.
• Liaise with customers and internal stakeholders.
• Ensure services are operated in accordance with security and compliancy regulations (including ISO 27001 and GDPR)
• Keep up to date with industry developments and help turn these into Telstra capabilities.
• Work collaboratively, with the customer at the front of everything.
• Have a growth mindset, and continually look at better ways of doing things.
• Be flexible with a positive, ‘Can-Do’ mentality.
• Be Proactive and take the initiative.

Key Accountability Metrics

• Build and manage highly available and secure applications and services.
• Ensure documentation remains up-to-date and knowledge is transferred to relevant teams.
• Meet project budgets within expectations.
• Ensure Incidents, changes are requests are completed withing SLAs.
• Achieve positive feedback from internal and external clients and peers.

Key Decision Rights

• The role will have authority to approve designs and solutions from the Architect team.
• This role with have the authority to approve customer and internal change requests.

Key Relationships/ Interdependencies 

Internal

• Global Service Desk
• Customer Success
• Enterprise Solutioning
• Enterprise Sales

External

• Customer base
• Suppliers and Vendors

Leadership capabilities

Skill/Technical Expertise

Proficiency

People Leadership

• Modelling a culture of collaboration and continuous learning to support development
• Coaching and develop team members to enable them to deliver high quality outcomes whilst providing support and feedback along the way.
• Building strong, trusting team relationships that enable a high performing team culture aligned to values to behaviours
• Complex solution design
• Critical Thinking

Medium / Some experience

Strategy and Development

• Develop / maintain strategic relationship across industry including vendors to understand Technology trends and industry directions. Utilise this knowledge to provide consulting to business, vendors and customers. Ensure consistent application of Telstra operating systems, policies and procedures for the business area. Medium / Some experience of driving strategy

Key Skills/Technical Expertise

Qualifications/Experiences

Essential

• 5 year’s plus experience in managing and delivering applications and services.
• 5 year’s plus experience in scripting and automation.
• Expert knowledge of applications including SQL, Zenoss, Terraform & Virtual Desktop Environments.
• An understanding of ITIL
• Strong communication skills, able to explain technical solutions to both technical and nontechnical audiences.

High desirable

• Application Design experience

Certifications

• At least 1 public cloud certifications (e.g. Microsoft Azure Fundamentals)
• At least 1 Application/Software Vendor certification (e.g Citrix, Terrafrom etc)