Application Support Engineer

Made Tech Limited; Greater London; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A technology service provider is seeking an Application Support Engineer to join their team. This role requires working collaboratively within Managed Service teams to enhance and maintain digital services. Responsibilities include conducting code reviews, automating monitoring processes, and managing application performance improvements. The ideal candidate will have substantial experience in application coding, familiarity with IT Service Management tools, and eligibility for Security Clearance. The position offers a hybrid working arrangement across multiple locations in the UK.

Qualifications

• Experienced in making changes or bug fixing in application code.
• Familiarity with automated testing and CI/CD pipelines.
• Eligibility for Security Clearance (SC) required.

Responsibilities

• Onboard new services without disruption.
• Conduct code review and quality analysis.
• Automate monitoring of application performance.
• Implement application enhancements.
• Update technical documentation.

Skills

Application coding

IT Service Management tooling

Agile methodologies

Incident management

Cloud technologies (AWS)

Programming language

Infrastructure as Code (Terraform)

Tools

ServiceNow

Zendesk

PagerDuty

Jira Service Desk

Job description

Location & Working Pattern

Location: Bristol, London, Manchester or Swansea with a hybrid‑working policy. Working pattern: shifts of 08:00-17:00 or 09:00-18:00 (Monday‑Friday), or limited peak periods shifts of 07:00-16:00 or 10:00-19:00. Depending on client contracts, you may be required to join an out‑of‑hours on‑call rota, which comes with additional compensation.

About the Role

As an application support engineer at Made Tech you will work collaboratively within Managed Service teams to onboard new services without disruption, deliver enhancements, provide ongoing maintenance and support services, and continuously improve both digital services and service operations using DevSecOps practices and data‑driven user analytics. Operating within a managed service environment, you will maintain a range of digital services, data services, and platform offerings. You will maintain application management procedures and documentation and manage application enhancements through to live operation.

Key Responsibilities

• Participate in proactive knowledge transfer activities with incumbent suppliers
• Conduct code review and quality analysis, including the review of complete services and implementation of code scanning tooling
• Review and improve technical documentation such as architecture overviews, deployment process definition and incident resolution runbooks
• Ensure all requests for support are dealt with according to set standards and procedures, and suggest ways to improve those processes over time
• Participate in incident investigation/root‑cause analysis and deliver technical solutions targeting the root cause within agreed SLAs
• Implement application enhancements to improve business performance, applying a holistic product lens to services
• Provide out‑of‑hours support where necessary – shifts managed via on‑call rota
• Automate and improve monitoring of application performance, including setting up cloud and application‑level monitoring tooling
• Update documentation such as knowledge base articles, playbooks and service definitions
• Apply test‑driven development, ensure appropriate test coverage and evidencing testing outcomes
• Design, build and maintain CI/CD pipelines including automated testing supporting multiple environments
• Act as an active member of Made Tech’s communities of practice, sharing knowledge and learning from others

Skills, Knowledge & Expertise

• Demonstrated experience in application coding – making changes or bug fixing to an application code base
• Experience with common IT Service Management (ITSM) tooling such as ServiceNow, Zendesk, PagerDuty and/or Jira Service Desk
• Experience working with agile methodologies and agile ways of working
• Experience with incident management
• Experience with cloud technologies such as AWS
• Experience with at least one programming language and knowledge of SOLID principles, object‑oriented programming and TDD
• Familiarity with IaC (Infrastructure as Code) such as Terraform

Security Clearance (SC) Eligibility

An increasing number of our customers specify a minimum of SC (security check) clearance to work on their projects. Successful candidates for this role must be eligible for SC, which requires 5 years UK residency and 5 years employment history (or full‑time education). Candidates who are not eligible for SC will not be progressed further in the selection process.