Senior Support Engineer
- Provide first and second level technical application support to stakeholders.
- Ensure system incidents and problems are recorded and controlled within the Help Desk system.
- Monitor and perform detailed daily checks on the CMCS system.
Business Unit:
Cubic Transportation Systems
Company Details:
When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.
We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.
Job Details:
Job Summary:
Provision of first and second level technical and application support to maintain client core applications and services ensuring availability and performance at all times. This position typically works under general supervision and direction. Incumbents of this position will regularly exercise discretionary and substantial decision-making authority.
Essential Job Duties and Responsibilities:
- Provide first and second level technical application support to all stakeholders
- Work closely with the customer to ensure our service meets customer needs and expectations
- Ensure all system Incidents and Problems are adequately recorded and controlled within the Help Desk system (ServiceNow).
- Perform RCA on high priority incidents and Post Incident Reviews (PIR)
- Create/update change management documents such as RFC, Risks and Impact documentation
- Ensure all stakeholders are continually updated with Incident or Service
- Request progress through face to face meetings and customer reports
- Provide data extracts to key stakeholders and complete reporting requirements as requested
- Supply any database changes and maintenance to contribute to service improvements
- Monitor and perform detailed daily checks on the CMCS system, covering both software and hardware
- Undertake initial diagnosis of problems and resolve locally where possible
- Assist in the development and deployment of system upgrades
- Perform preventative maintenance of the CMCS system
- Write and execute database (Oracle) scripts, including use of SQL and VB
- Monitor Oracle table space and add additional storage as necessary
- Perform software updates, routine backups and archiving of data
- Work closely with the client’s technical team to resolve wider system faults, provide support for all system users and assist with requirements gathering for new work
- Manage and monitor systems security
- Ensure all system modifications are recorded according to change control procedures
- Attend site and customer acceptance tests as required
- Assist in gaining operational acceptance of change
- Assist with the development and maintenance of quality procedures and system documentation
- Attend TRB/CAB meeting as necessary
- Maintaining dashboard showing system availability and performance.
General Duties and Responsibilities:
- Comply with Cubic’s Quality Management System
- Comply with Cubic Occupational Health, Safety and Environment policies and procedures
- Comply with security in accordance with established policies and procedures
- Comply with Cubic Human Resources Procedures
- Other duties as requested
Minimum Job Requirements:
Qualifications
- Degree or tertiary qualification in a related IT discipline or equivalent experience
- ITIL Foundation
Skills/Experience/Knowledge
- Minimum 5 years of commercial experience in a similar support or development role
- Excellent analytical, strong logical and problem solving skills
- Experience in supporting live operational core systems
- Familiar with development or programming terms and processes
- Knowledge of Alpha / OpenVMS systems
- Exposure to databases, with a preference for Oracle, SQL and Postgres
- Experience in creating procedures using Visual Basic.
- Familiar with Incident and Problem Management and Change and Release Management within an ITIL framework.
- Experience of TRB and CAB
- Demonstrable experience of creating ‘Run Sheets’ for application releases.
- Experience in configuration, deployment & user testing of new developments in a Test environment.
- Familiar with Web Services and JBOSS.
- Experience of Incident Management Systems particularly ServiceNow.
- Experience of providing out of hours support
Personal Qualities
- A self-motivated; focused individual with excellent inter-personal and presentation skills.
- Able to work autonomously.
- An effective communicator, verbally and on paper in both in technical and management topics.
- Resilient with the ability to manage multiple initiatives simultaneously and capable of working effectively under pressure.
- Enthusiastic and flexible, ability to find a solution to problems.
The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business needs.
Worker Type:
Employee
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