The Engineer, Application Operations – Operations & Monitoring Guild Shift Leader plays a key role in ensuring our systems run smoothly and efficiently. This position is responsible for managing and optimizing monitoring solutions, driving proactive service support, and maintaining operational excellence. You’ll work closely with service management teams and resolver groups to quickly address monitoring‑related incidents and issues, while also overseeing the administration of our reporting platform and single‑pane‑of‑glass operations tool. This is a hands‑on leadership role where your expertise helps keep critical services reliable and visible across the organization.
As a Shift Leader, you will also provide line management for a small team of operators, ensuring clear direction, effective workload management, and high performance. You’ll mentor and develop team members, foster a collaborative and positive culture, and support their professional growth. Strong leadership skills and the ability to motivate and guide others are essential to succeed in this role.
The current roster is a 7‑week fixed attendance cycle with an allowance of around 27%, varying with Bank Holiday working and potential cover. From 01/04/26 the roster will transition to an 8‑week cycle with similar allowances. Both rosters require unsocial hour working, including weekend, public holiday, late, and night shifts.
Monitoring & Alerting Functions
Engage with stakeholders regarding their monitoring requirements; set up alerting on our monitoring services; administer existing monitoring at the application and server level; perform analysis on existing alerting to ensure thresholds are correct and future incidents and problems can be identified through trends in alert monitoring behaviour. Many of our services are monitored 24/7/365; quick action is required to raise incidents so that resolution can be investigated and achieved to maintain acceptable service levels.
Management Requirements
Line manage three Officers and support the wider team in its duties. Manage team attendance and submit quarterly AHW returns. Ensure the team is fully staffed to cover operational duties, handle estimates and requirements for projects or changes, support junior colleagues in development and engage in the 1‑2‑1 process, and assist senior leaders in managing daily and ad‑hoc work.
Power Apps
Explore opportunities to use Microsoft Power Apps and the wider Power Platform suite to deliver innovative, low‑code solutions. Prior experience with Power Apps, Power Automate, and Dataverse would be advantageous for designing user‑friendly applications and integrating data sources. Familiarity with Power BI, custom connectors, or Azure services would also add value. Strong problem‑solving skills and an interest in learning and applying new technologies are key.
Dynatrace
As part of our monitoring and alerting work, Borders & Trade will be moving to Dynatrace for monitoring, alerting, and observability. The team will take a key role in using this tool and onboarding observability for our services.
Operations
The team has started work on the development and implementation of an expansive 2026 roadmap, intending to expand on our work in the operations area. Team members will contribute to development and onboarding of new work. Training will be provided, and staff are expected to engage with continuous development activities to ensure successful delivery of the roadmap and its outcomes.
Key Competencies
Excellent problem‑solving skills; ability to demonstrate leadership and act as an effective team member; high standard of written and oral communication skills, and ability to relay technical information to a variety of audiences; ability to work independently and make effective decisions; awareness of monitoring tools and concepts.
Monitoring Tools and Concepts
- Dynatrace
- Opsview
- AppDynamics
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