Application Technical Support Analyst

Short Description

Join our MeTS Settlement and Specialist Services Business Unit as 3rd Level Application Technical Support Analyst, where you'll work as part of a dynamic team of on-shore and off-shore professionals supporting critical systems for the UK Rail Industry. The role requires strong Java expertise and offers the opportunity to utilise and further advance your current problem-solving and development skills.

This role is a remote working role (Mainland UK based) although there is an expectation that the candidate will attend the monthly team collaboration day in Chester and also be available for occasional visits to customer sites or Worldline sites as required.

The role will also require you to participate in out of hours on-call support as part of a rota and occasional out of hours maintenance work once you are familiar with the applications that the team supports (all delivered remotely).

Day to Day Responsibilities

Technical Support & Problem Resolution

• Investigate and resolve complex Incidents escalated from lower support levels and triggered by automated monitoring.
• Perform detailed fault analysis and root cause investigation on production and pre-production systems.
• Produce Change Implementation Plans and represent these at Change Approval Board meetings as necessary.
• Develop comprehensive solutions and implement fixes for critical system issues.
• Create/Maintain troubleshooting documentation and Standard Operating Procedures.
• Perform on-call support as part of rota.

Development & Enhancement

• Attend meetings with clients to discuss requirements for new releases.
• Impacting change requests from clients; clarifying their requirements where unclear and identifying options, producing estimates for work and assisting in the production of proposals.
• Develop and deploy bug fixes, hotfixes and upgrade libraries in Java applications.
• Participate in the design and development of significant enhancement releases.
• Write clean, well-documented code following established coding standards.
• Conduct code reviews and ensure code quality.
• Collaborate with development teams on feature implementation and testing.

Quality & Process Management

• Ensure all work adheres to change management and release protocols.
• Maintain accurate documentation of all issues, investigations, and resolutions.
• Monitor system performance and proactively identify improvement opportunities.
• Contribute to continuous improvement of support processes and procedures.
• Participate in testing, validation, and deployment of releases.

Who we are looking for

We look for big thinkers. People who can drive positive change, step up and show what's next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

Technical Skills:

• Strong fault investigation and problem-solving capabilities.
• Proven ability to identify and fix bugs in complex systems.
• Experience with Java EE using Spring Framework, implementing REST web services, interacting with IBM MQ and Oracle databases as well as maintaining legacy Java code and Java Server Pages.
• Familiarity with debugging tools.
• Familiarity with Mavern, Gradle and Ant build tools.
• Understanding of software development lifecycle (SDLC).
• Experience with version control systems (Git, TFS, or similar).
• Knowledge of SQL and database troubleshooting.
• Experience with developing and supporting solutions hosted in Cloud-based platforms (e.g. Google Cloud, AWS).

Core Competencies:

• Self-motivated.
• Ability to work well as part of a team, sharing knowledge and contributing positively to group decisions.
• Customer-focused mindset.
• Ability to work effectively under pressure in order to deliver the required outcome (e.g. Resolving Major Incidents, meeting project deadlines).
• Analytical and logical thinking.
• Excellent verbal and written communication skills.
• Ability to adjust communication style to suit both technical and non-technical audiences.
• Ability to document technical solutions clearly.
• Strong attention to detail.
• Experience of delivering application support in business critical services in 24*7 SLA driven environments.
• Commitment to continuous learning and professional development.
• Time management and ability to prioritize multiple issues.

Desirable Skills/Qualifications

• Knowledge of API development and integration.
• Previous experience of creating and using CI/CD pipelines.
• Previous experience of developing automated test cases.
• Previous experience with using ServiceNOW (or equivalent service management tool) and JIRA/Confluence.
• Experience with developing applications for IBM WebSphere Application Server.
• Experience of writing Linux Shell and/or PowerShell scripts.
• ITIL Foundation certification.
• Knowledge of UK Rail or other Transport sector experience would be advantageous.

As our portfolio of applications covers a wide range of technologies, previous experience or a working knowledge of any of the following would be advantageous. However, a keen interest in learning some of these technologies is essential:

• JavaScript
• ReactJS
• C#
• VB.NET
• C++

Complexity Level

• Experience: 3+ years in a technical support, technical analyst, or software engineering role.
• Specific Programming Expertise: Demonstrable proficiency in Java (production-level experience required).