Senior Platform Support Engineer

Made Tech Limited; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a Senior Platform Engineer to enhance public services through human-centred technology. In this role, you'll collaborate with a dynamic team to improve digital services, manage incidents, and implement monitoring solutions. You'll leverage your expertise in Azure and DevSecOps to mentor junior staff and drive continuous improvements. This position offers a unique opportunity to influence impactful solutions while working in a supportive environment that values professional growth and community engagement.

Qualifications

• Deep knowledge of Azure services and DevOps practices.
• Experience with Infrastructure as Code using Terraform.

Responsibilities

• Manage incident and problem resolution, ensuring service availability.
• Design monitoring solutions and automate performance monitoring.
• Lead onboarding of new services and support knowledge transfer.

Skills

Azure DevOps

Terraform

.Net

React

Java

Ruby on Rails

ITIL methodologies

Monitoring and alerting solutions

Job description

Our aim at Made Tech is to use human-centred technology to improve our society. We believe putting people at the heart of designing, building, and delivering public services leads to better outcomes for everyone.

We are hiring for a Senior Platform Engineer to join Made Tech’s Managed Service. You will be part of Made Tech’s client-facing consultancy team, acting as a point of contact for queries from our clients and providing advice relevant to your area of expertise. You will have the opportunity to influence our clients' solutions and help to continuously improve services used daily by members of the public.

Your role

As a Senior Platform 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 digital services and operations using DevSecOps practices and data-driven user analytics. As a senior team member, you will leverage your experience to coach and develop junior team members and drive improvements across the service line.

Operating within a managed service environment, you will maintain a range of digital and data services and platform offerings. You will manage application enhancements through to live operation, maintain documentation, and ensure application management procedures are followed.

Key responsibilities

1. Incident and problem management

• Handle support requests according to set standards, suggesting improvements over time.
• Resolve live incidents within SLA, prioritizing service availability.
• Lead problem investigations and root cause analysis to prevent recurrence and reduce technical debt.
• Provide out-of-hours support as needed via an on-call rota.
• Implement security incident response processes in compliance with client standards and best practices like NCSC guidance.
• Guide users and 1st line support agents, including support after new software releases.

Service monitoring and maintenance

• Design monitoring solutions aligned with user needs and strategic priorities.
• Automate application performance monitoring and set up cloud/application level tooling.
• Improve monitoring, logging, and alerting thresholds continuously.
• Update documentation such as knowledge base articles and runbooks.
• Maintain data backups and recovery processes to meet data retention needs.
• Use performance data and dashboards to inform continuous improvement and technical debt prioritization.
• Possess detailed knowledge of database management, security, and performance, supporting changes and incident resolution.
• Maintain infrastructure, ensure compliance, and upgrade services with a focus on cost and sustainability.
• Manage DNS records, zones, security, and load balancing, diagnosing and resolving DNS issues.

Application and platform development

• Implement application enhancements, develop new code, and source code from open libraries.
• Improve business performance with holistic service approaches.
• Design, build, and maintain CI/CD pipelines with automated testing across environments.
• Ensure application code complies with data protection, security, and policy standards.
• Collaborate with SMEs, security teams, and user research to deliver user-centred outcomes.
• Estimate effort for software development and review estimation accuracy.
• Apply TDD, ensure test coverage, and document testing outcomes.

Service onboarding and transition

• Participate in knowledge transfer activities with incumbent suppliers.
• Conduct code reviews and quality analysis, including code scanning.
• Improve technical documentation such as architecture and deployment runbooks.
• Onboard new services onto ITSM tools, configure users, and integrate alerting tools.

Learning and development

• Engage in Made Tech’s communities of practice, sharing knowledge and learning.
• Invest in skills development, staying updated on emerging technologies.
• Support colleagues and contribute to case studies and cross-team collaboration.
• Mentor and coach others, supporting their professional growth.

Skills, knowledge, and expertise

Even if you don’t meet every requirement, we encourage you to apply.

• Deep knowledge of Azure services such as Azure DevOps, Pipelines, Load Testing, and Azure Database for PostgreSQL.
• Familiarity with at least one programming language: .Net, React, Java, Ruby on Rails.
• Understanding of Infrastructure as Code, with experience in Terraform.
• Experience providing tiered support using ITIL methodologies.
• Hands-on experience designing and implementing monitoring and alerting solutions, and auditing existing ones.