Senior Support Engineer

Role Purpose

Lead Level 3 support for critical digital services, ensuring high availability, fast incident recovery, and long-term resilience. Drive root cause elimination, design supportable architectures, oversee major changes, and mentor support teams. Ensure alignment with DDaT, DevOps, and Home Office service expectations.

Key Outcomes & Responsibilities

• Major Incident Leadership: Act as technical lead for P1/P2 incidents, coordinating recovery and communication.
• Root Cause Ownership: Lead formal RCAs, define corrective actions, and ensure follow-through via sprints/releases.
• Change & Release Governance: Review technical change plans, lead high-risk deployments, and support hotfix releases.
• Availability & Performance: Improve reliability through proactive monitoring, self-healing automation, and architectural enhancements.
• Environment Strategy: Maintain stable non-production environments and collaborate with environment management teams.
• Service Performance: Drive SLA achievement, service reviews, metrics analysis, and proactive improvements.
• Shift Left & Knowledge Management: Develop high-quality runbooks, automate manual tasks, and train L1/L2 teams.
• Transition Support: Provide documentation, KT, and pairing during onboarding/offboarding of support teams.
• Technical Leadership: Mentor engineers and collaborate with product, DevOps, and development teams.

Essential Skills (Must Have)

• Deep expertise in distributed systems, Java, JavaScript, microservices, APIs, and cloud platforms.
• Strong debugging skills using logs, metrics, traces, and profiling tools.
• Experience with CI/CD tooling and release management.
• Strong scripting and automation capabilities.
• Ability to lead technical bridges under pressure.

Desirable Skills (Nice To Have)

• Advanced cloud knowledge (AWS professional level).
• Experience with container orchestration (Kubernetes, ECS, AKS).
• Knowledge of reliability engineering practices (SRE).
• Experience improving infrastructure via IaC.
• Ability to contribute to architecture decisions.

Experience Profile

• 5–10+ years in Level 3 support, DevOps engineering, or SRE roles.
• Significant experience managing critical systems with high availability requirements.
• Proven leadership in major incidents and change governance.

Ways of Working

• Operates within Agile product teams with DevOps principles.
• Leads service reviews, problem boards, and continual improvement cycles.
• Coaches and mentors engineering teams.

Location & Security

UK-based, hybrid working as agreed with Client; SC eligibility is required.

Certification (Preferred)

• AWS/Azure Professional
• SRE or DevOps Practitioner Certifications

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