Application Operations Engineer - Police Staff - Tech CSC - Counter Terrorism Policing HQ

Counter Terrorism Policing; Birmingham; Hybrid; GBP 47,000 - 50,000; Full time

Job summary

Counter Terrorism Policing in CSC West Midlands is seeking an Application Operations Engineer to support business-critical IT systems. The role centers on maintaining the Applications portfolio, handling escalation, and ensuring seamless live support during new or upgraded deployments. You will contribute to reliable service delivery in a high-stakes national security IT environment.

Qualifications

• Understanding ITIL processes and incident/change/problem management with SLAs.
• Experience with SQL, HTML, .NET, C#, and IIS hosting.
• 2nd line Application Support experience.

Responsibilities

• Monitor web servers, application servers, logs, disk space and MS-SQL databases.
• Escalate and manage application-related issues within the Applications Team.
• Support incident management from detection through resolution.

Skills

ITIL processes

Incident management

Change management

Problem solving

Analytical thinking

Tools

SQL

HTML

.NET

C#

IIS hosting

Job description

Job Title: Application Operations Engineer - Tech CSC - Counter Terrorism Policing HQ

Salary: The starting salary is £46,985, which includes allowances totalling £3,009.

The salary is broken down as £43,976 basic salary, which will increase annually until you reach the top of the scale £49,670. Plus, a location allowance of £2,009 and a non-pensionable allowance of £1,000.

Location: CSC, West Midlands

Job Summary

As an Application Operations Engineer, you'll support business-critical systems that are vital to our work in an ITIL-aligned environment. It's an IT role like no other, which comes with excellent training and the chance to build your skills. The Customer Service Centre (CSC) provide IT support to the Counter Terrorism Policing network. With the growing threat to National Security, we need to add to our dedicated teams. It's your chance to play your part in supporting UK policing.

This role is aligned to the Application Operations Engineer role set out within the Digital and Data Profession Capability Framework (DDAT).

Thanks to fast-evolving technology, new applications are being developed for policing all the time. Your task will be to help support this growing area by tackling applications-related issues. Day-to-Day, you'll assist the Senior Application Operations Engineers and Data Engineers in maintaining the Applications portfolio to ensure we have an accurate record of supported applications. You'll also be an escalation point for all applications-related incidents, managing them through to resolution. Whenever new or improved applications roll out, your role will be key in making sure that live support is seamless.

We want you to take the initiative when it comes to good working practices and processes. So you'll need experience of applications management and ideally, knowledge of ITIL-environments. With this expertise, you'll feel confident taking responsibility for outstanding faults, liaising with users and the other technical teams.

While an understanding of Microsoft development tools is essential (IIS, .NET, MS-SQL, Visual Studio), you should be just as adept with people – and be able to explain technical issues simply and form good working relationships. If you can combine customer service experience with strong IT literacy, we can offer you an exciting role in a supportive team. The applications in our portfolio are mostly bespoke, but we'll make sure you get first-class training and an excellent work/life balance.

Join us, and you’ll be part of a team of engineers covering core working hours weekdays from the CSC operations centre and on call (roughly 1 week in 8). The role is office-based with occasional opportunities to work from home.

Key Tasks

The post holder will be required to do the following:

• Working within a service team monitoring components such as web servers, applications servers, log files, disk space and MS-SQL databases.
• A point of escalation for all Application related issues within the Applications Team
• Working as part of a second line support function following incident management through to incident resolution. Natural problem solving with ability to apply previous experience to new problems working towards route cause analysis.
• Working with third party suppliers, stakeholders and departmental ICT teams to assist in delivering patch/release of applications while coordinating vendor support.
• Maintaining middleware such as; IIS, MS-SQL Server, Active Directory, ASP and. NET, including troubleshooting, performance tuning, basic querying and resolving bottlenecks.
• Daily support of COTS and WEB based software applications with an emphasis on the ability to problem solve.
• Strong customer focus – understanding the needs of the internal and external customer and keeping them in mind when taking actions or making decisions.

Vetting

This post requires access to the most sensitive intelligence material on a daily basis. Applicants must hold or be prepared to undergo National Security Vetting (NSV) Developed Vetting (DV) level before taking up the post.

Please note the successful candidate will be part of a recruitment pipeline for a period of up to 12 months.

Confidentiality Agreement

Applicants should also be aware of the need to sign a confidentiality agreement on taking up the post.

Our Colleague Commitments

Counter Terrorism Policing (CTP) continues to prioritize an inclusive and supportive working environment and culture, where all of our people feel a strong sense of belonging and are empowered to reach their full potential. CTP keeps the nation and everyone in it safe from all manner of threats and as those threats evolve, so do we - that’s why Inclusion, Diversity and Equality (IDE) is the key to supporting our greatest asset, our people.

Our people protect our national security across the UK. In order to continue to deliver against our organizational priorities, we collectively seek to ensure that all colleagues feel respected, supported and valued to fully participate in the delivery of our mission – “working to keep people safe from Terrorism”.

IDE is at the heart of our approach to make the composition of Counter Terrorism Policing more representative of the communities we serve. As Counter Terrorism is rooted in Local Policing, to tackle today’s complex policing challenges, applications from across all backgrounds, cultures and experiences are therefore essential and encouraged. The CTP Network is committed to ensuring that candidates identifying as disabled are able to realize their fullest career aspirations and, as such, will endeavor to accommodate any reasonable adjustments that you may require during the recruitment process. CTP also welcomes applications from candidates seeking flexible working arrangements, . All flexible working arrangements should be discussed and agreed with the hiring manager.

This role does not attract Shift Disturbance Allowance. If you are currently in a shift-working role, SDA should cease upon appointment to this job.

Essential For The Role

Key Skills

The post holder must have:

• Understanding of ITIL process, incident management, change management and problem management including working to strict SLAs.
• Ability to understand business logic, technical tools and be an analytic thinker.
• An understanding of application backup, restores and the Application Disaster Recovery (DR) process.

Experience

• Previous experience of Incident and Service Request resolution using Service Management Tools.
• An appreciation of Application languages and technologies including SQL, HTML, .Net, C# and IIS hosting.
• Experience in utilising appropriate ITIL based Incident, Problem and Change Management processes and procedures to support and maintain applications.
• Broad understanding of Application languages and technologies including SQL, HTML, .net, C# and IIS hosting.
• Previous experience of working in a 2nd Line Application Support role.
• ITIL v3/4 – Foundation.

Additional Information

CTP CVF Staff Band.pdf – 807KB Opens in a new window

Disability Confident Statement

The Met is committed to being an equitable (fair and impartial) and inclusive employer for disabled people, striving to have a diverse and representative workforce at all levels. We encourage applications from people from the widest possible range of backgrounds, cultures and experiences. We particularly welcome applications from people with disabilities and long-term conditions, ethnic minority groups and women.

As a Disability Confident Leader, the Met has committed to making disability equality part of our everyday practice. We ensure that people with disabilities and those with long term conditions have the opportunities to fulfil their potential and realise their aspirations.

The Met is committed to making reasonable adjustments to the recruitment process to ensure disabled applicants can perform at their best. If you need any reasonable adjustments or changes to the application and recruitment process, we ask that you include this information within your application form. All matters will be treated in strict confidence.