Application Support Analyst

Reporting to DevOps Support Manager

Clearance: Eligibility for high-level of security clearance (NPPV3)

UNLEASH YOUR POTENTIAL

An opportunity has arisen within Leidos Innovations UK Ltd for an experienced support analyst to join our team providing application maintenance and support services.  The analyst should be competent in the investigation and resolution of incidents, requests and problems.  The analyst will be actively involved across ITIL processes including change and release management, utilising DevOps pipeline deployment methods. 

Are you ready for your next challenge?

This opportunity provides the analyst with an opportunity to work across a wide variety of technologies within Azure, Data Centre and DevOps (Run and Maintain) environments, in the support of a major public sector customer contract.  The analyst will report directly to the DevOps Support Manager.

If you think you’ve got the extraordinary enthusiasm and experience to succeed in this position and become one of our industry experts, then we would love to hear from you.

Your role and responsibilities;

• Support the provision of 2nd and 3rd line application support and maintenance services;

• Contribute to ensuring the skills within the DevOps Support Team are kept relevant to changing technologies throughout the service term;

• Work closely with Line Manager to identify personal development opportunities as part of the Leidos Individual Development Plan (IDP) process;

• Work closely with Line manager to identify and fulfil annual goals as part of Leidos annual performance review process.

Operational

• Liaise with customers to resolve application support issues;

• Take technical ownership of issues raised by the customer, or from within the various environments, providing analysis and identification of each issue and seeing issues through to resolution to ensure the efficient and effective provision of the support service;

• As part of the support team, ensure any customer SLA’s are aligned to, avoiding any SLA breaches;

• Respond to requests for assistance from L1, 2 & 3 Service Desk Analysts to ensure resolution of issues within service levels;

• Take Ownership of complex Incidents and Service Requests to ensure that customers can use the business applications with the appropriate access and information required;

• Take ownership of problem records to identify root causes, workarounds and solutions;

• Implement software deployments following quality documented DevOps processes, resolve underlying issues and provide improvements;

• Facilitate changes and improvements to the applications;

• Identify continual service improvement initiatives as part of the application support team;

• Proactively manage applications in order to ensure the on-going availability of the applications and identify improvements;

• Possess expert knowledge of specific applications and provide training for other members of the DevOps Support Team in these applications to facilitate knowledge sharing and to be confident when dealing with the customer and other 3rd parties;

• Contribute to quotes and bids with customer knowledge where applicable, ensuring risks are acknowledged and mitigated wherever possible;

• Maintain detailed service support documentation relevant to the customer applications;

• On Call Support out of Office Hours on a support rota basis may be required.

Required Skills

• Understanding of ITIL processes and their importance in a support environment with specific consideration to incident, problem, change and release management;

• Ability to working in an application support team providing 2nd and 3rd line support to the customer’s applications and environments;

• Ability to work independently and manage time and tasks sufficiently, reporting in to an DevOps Support Manager;

• Experience of using and supporting a wide range of software products within the Microsoft Technology stack including Azure cloud services;

• An ability to investigate at the application platform level and trace/review code to identify potential issues;

• Excellent analysis and problem solving skills;

• Experience of 2nd and 3rd line technical support / investigation covering bespoke and COTS application issues;

• Be a quick learner;

• Excellent communication skills (oral, written and presentation), including the ability to listen effectively;

• Strong self-awareness, and a capacity to reflect on own practice and to learn from mistakes;

• Experience of the following technologies would be preferential but not essential:

  • Microsoft Azure platform;

  • SQL Database;

  • DevOps Pipeline CI/CD tooling experience (Jenkins, Ansible, Terraform);

  • Container workloads and container orchestration frameworks (Docker, Kubernetes);

  • Redhat Linux OS.

Are you ready to make an impact? Begin your journey of a flourishing and meaningful career, share your CV with us today!

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
 

What we do for you:
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.

We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:
•    Contributory Pension Scheme
•    Private Medical Insurance
•    33 days Annual Leave (including public and privilege holidays)
•    Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)

•    Dynamic Working 

Commitment to Diversity:

We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture.  We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone.  If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

Who We Are:

Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science.

Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.

What Makes Us Different:

Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world.  You can inspire change.

Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team.  We have been empowering our people to work flexibly for years.  Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours.          

People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing. We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future.

Original Posting Date:

2024-09-29

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.