Join us as a General Application Operations Engineer within the Service Management branch of Social Security Scotland where your expertise will guide our commitment to providing essential benefits to the people of Scotland. If you are passionate about incident management and have a keen interest in supporting vital software applications, apply now to join our talented team and take the next step in your career.

As a General Application Operations Engineer, you will play a pivotal role in providing advice and guidance on the maintenance, configuration, and operation of the software system that delivers all the benefits for Social Security Scotland. Collaborating closely with various stakeholders, you will conduct root cause analysis to investigate incidents and defects and contribute to the smooth running and continual improvement of our services. You will work alongside a team of engineers to provide a high-quality service in a fast-paced agile environment. 

A General Application Operations Engineer maintains services and is responsible for conducting user and security administration.

At this role level, you will:
• monitor applications 
• liaising with the problem or incident manager

Responsibilities
• Show an awareness of developing process efficiency and common ways in which processes are optimised
• Support specific activities to improve development processes
• Spot or identify obvious deficiencies
• Identify and register incidents, gathering the required information and allocating it to the appropriate channel
• Own an issue until a new owner has been found or the problem has been mitigated or resolved
• Investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)
• Contribute to the implementation of remedies and preventative measures
• Take inputs and establish coherent frameworks that work
• Assist in technical support activities and carry out agreed or routine maintenance and administration tasks
• Show an awareness of the relevant subject matter and a high-level understanding of what it involves
• Understand the role of testing and how it works
• Identify and engage with users or stakeholders to collate user needs evidence
• Understand and define research that fits user needs
• Use quantitative and qualitative data about users to turn user focus into outcomes
 

Success Profiles
We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each.  

Technical skills
This role is aligned to Application Operation Engineer within the Digital, Data and Technology Profession. 

These skills will be tested during the Technical Assessment if you are successful at sift stage. They will be not be assessed at application stage.  Please review the following to understand the skill expectations: Government Digital and Data Profession Capability Framework - 

Experience
1. Proven experience in incident management, service desk operations, or Curam Social Program Management (SPM), including managing a single application and understanding the platforms and environments that support it.

2. Demonstrable ability to apply technical knowledge to monitor, investigate, and resolve requests efficiently, with strong analytical, organisational, and problem-solving skills.

Behaviours
• Making effective decisions – Level 3
• Communicating and influencing – Level 3