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Senior Application Support Engineer (VPSG4)

Job posted: 27/08/2021
Applications close: 27/09/2021 (Midnight)
7 days remaining

7 days remaining

Job Description

Location: Various

Job type: Full time

Organisation: Service Victoria

Salary: $88,955 - $100,930

Occupation: IT and Telecommunications

Reference: VG/1562334

Reference: VG/1562334

Occupation: IT and Telecommunications

Salary Range: $88,955 - $100,930

Work location: Various

Digital Customer Support team in Service Victoria is responsible for providing support to the Victorian public, agencies and Victoria Government departments for transactions provided by Service Victoria.?

The opportunity 

Service Victoria is looking for an experienced Senior Application Support Engineer to: 

  1. Be a point of technical escalation to assist our dedicated customer support team and triage issues reported by customers/agencies whilst identifying the root cause of the customer issue. 

  1. Lead and mentor Support Engineers in the team providing a point of escalation. 

  1. Provide expertise and troubleshooting for the Service Victoria platform and key applications/services including: 

  1. AWS - fluency in using Cloudwatch(log analysis), EC3, SQS, SES, Lambdas, RDS, Cloudfront, S3, Elasticache for support 

  1. Datadog administration, dashboards setup and maintenance 

  1. Salesforce administration 

  1. Accountable for co-ordinating incidents and requests to third party vendors (where appropriate), working on root cause analysis of problems, planning and reviewing the corresponding change requests; 

  1. Take lead role in incident management when required. 

  1. Configuration of monitoring tools for new transactions to set up adequate levels of alerting and detection of incidents 

  1. Perform system administration and implement automation scripts for improvements 

  1. Developing and maintaining run books technical documentation 

  1. Identify and log problems/defects in the platform which are considered critical to the successful daily operations and work with development team in validating the fixes. 

  1. Work with development teams to triage and develop solutions to problems and continuous improvements 

  1. Work with our Partner Agencies on technical issues or to develop service improvements. 

What we are looking for (Key Selection Criteria) 

  1. Technical expertise – Multiple years of experience in similar role and demonstrated technical expertise with proven 

  1. troubleshooting skills and understanding logs and setting up monitoring and alerting 

  1. AWS - fluency in using Cloudwatch(log analysis), EC3, SQS, SES, Lambdas, RDS, Cloudfront, S3, Elasticache for support. 

  1. An analytical approach – a structured approach to triaging, analysing and solving incident and problems 

  1. Strong interest in technology – interest and ability to quickly learn and pick-up technologies and adapt to a demanding and fast paced environment 

  1. Team player – work well with various teams both internally and externally and differing technical levels 

  1. Communication skills – demonstrates exceptional verbal and written communication skills 

  1. Customer focus – a mindset of providing quality support to end customers and the agencies. 

Desired Skills & Qualifications 

  • Demonstrated experience working in a similar role  

  • AWS Certification and experience with MuleSoft, Windows Server, CRM -Salesforce, Microsoft SQL, MongoDB, Sitecore, Active Directory, scripting knowledge, Dockers. 

  • Experience with identify management and access control (ForgeRock advantageous) 

  • Ability to run detailed reporting and analysis across multiple toolsets including databases and logs. 

  • Use of monitoring toolsets including configuration and advanced features such as Real User Monitoring. Experience with Datadog would be advantageous. 

  • Strong ability to document processes, procedures, and knowledge (SharePoint, Confluence, Jira experience will be highly regarded) 

  • Experience and knowledge of APIs and microservices architecture would be advantageous 

  • Experience in working in an Agile work environment would be advantageous 

 

Senior Application Support Engineer (VPSG4)

Job type:

Full time

Job classification:

VPSG4

Contact:

Technical Service Delivery Manager | recruitment@service.vic.gov.au

Senior Application Support Engineer (VPSG4)