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Job Description
Our Applications & Platforms branch, located in our Chief Digital Office, has responsibility for the division’s internal Digital Delivery Management function. This function provides end to end technical delivery management services that ensure technical elements of change projects and initiatives are delivered.
A principal application operations engineer owns the application strategy and leads on resourcing, learning and development for their team.
At this role level, you will:
• Have expert technical understanding.
• Be accountable for vendor and supplier management.
• Potentially manage and maintain certain aspects of an application (depending on the complexity and size of a project, and the likely impact it will have on the business).
• Manage configuration items, related information, service compliance and risks.
• Ensure the correct implementation of standards and procedures.
• Identify capacity issues, and stipulate and instigate the required changes.
• Initiate remedial action - deal with high impact, complex change requests.
• Ensure that release policies, procedures and processes are applied.
• Analyse current processes, and identify and implement opportunities to optimise them.
• Lead and develop a team of experts to deliver service improvements.
• Help to evaluate and establish requirements for the implementation of changes by setting policy and standards.
• Lead the investigation and resolution of incidents.
• Take accountability for issues that occur and be proactive in searching for potential problems.
• Achieve excellent user outcomes.
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library), or comparable ITSM Framework.
• Be responsible for overall governance of the management of live services both through suppliers and in-house.
• Promote, implement and manage ITIL or relevant best practice for the management of all services to protect availability of service i.e. Change Enablement, Problem Management, Incident Management, Business Continuity.
• Ensure that the right actions are taken to investigate, resolve and anticipate problems.
• Co-ordinate the team to investigate problems, implement solutions and take preventive measures.
• See the bigger picture by taking groups of services and investigating how to get the best of underlying services.
• Understand the direction of future technologies.
• Deliver a model to support and maintain those future technologies and any databases that coexist in the current environment.
• Show a thorough understanding of the technical concepts required for the role, and can explain how these fit into the wider technical landscape.
• Manage testing activities within development or integration activities.
• Manage risks and take preventative action when risks become unacceptable.
• Manage customer relations.
• Collaborate with user researchers and can represent users internally.
• Explain the difference between user needs and the desires of the user.
• Champion user research to focus on all users.
• Prioritise and define approaches to understand the user story, guiding others in doing so.
• Offer recommendations on the best tools and methods to use.
Success Profiles
We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each.
Essential Experience
• Can communicate with stakeholders at all levels. A champion for innovation with the ability to convey the benefits, risks, options and strategic operational considerations of Digital solutions and their technical design, to technical and non-technical senior stakeholders. This includes explaining the impact of any technical decisions on the sustainability of the solution.
• Demonstrable expert knowledge and practical use of Systems Development Lifecycle (SDLC), to identify and deliver innovative continuous service improvement initiatives and new technologies which deliver improvement, reduce costs and deliver additional value to business users.
• Evidence of delivering continual service improvement; willing to challenge established practices, using evidence to deliver a better service to the business as a whole. This will include a vision for streamlining processes and reducing costs to ensure focus on delivering support for new business critical technologies. Demonstrable experience of the delivering large corporate scale Digital projects and programmes.
Technical/Professional Skills
This role is aligned to End User Computing Manager within the Digital, Data and Technology Profession. Please review the following to understand the skill expectations - Application operations engineer - Government Digital and Data Profession Capability Framework.
We will assess you against the following technical skills during the selection process:
• Availability and capacity management - (Level: Practitioner)
• Continual service improvement - (Level: Practitioner)
• Incident management - (Level: Practitioner)
• Problem management - (Level: Practitioner
• Service focus - - (Level: Practitioner
• Service management framework knowledge - (Level: Practitioner)
• Technical specialism - (Level: Expert)
• Technical understanding - (Level: Practitioner)
• User focus - (Level: Practitioner)
Behaviours
• Leadership (Level 4)
• Delivering at pace (Level 4)
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