Job Description

Key Accountabilities
• You will be responsible for executing support activities to enable fault resolution within the agreed SLAs to ensure the restoration of the services within the team’s portfolio
• You will manage incidents, problems and service requests assigned to you
• You will be responsible for ensuring the services are monitored to a high standard
• You will handle daily health checks, respond to system alerts within agreed service level targets, whilst minimizing disruption to customers and / or users
• You will be responsible for recommending service and process improvements for the handling and correction of defects in TfL’s live environments to reduce costs and drive less calls to the Service Desk
• You will escalate service incidents to higher severity when appropriate to ensure on-going operation and delivery of service within SLAs
• The role involves being accountable for managing and organising our deliverables under guidance and directives of Application Team Manager
• You will also be responsible for contributing to technical Knowledge Management for systems in their portfolio
• You will also be responsible for leading, managing and coordinating upgrade and/or migration of the services representing the team

Key interfaces
• Other technical, operational and service teams within T&D to facilitate service delivery within committed time-lines.
• Liaising directly with customers who are experiencing issues or requesting services.
• External 3rd Party Suppliers and Support Providers.

About you:

Preferable:
o Industry experience in an Application Support and/or DevOps environment
o Working knowledge of ITIL V3 Service Management
o Knowledge of current/emerging technologies and processes employed in Enterprise Wide IT services
o Knowledge/experience of Azure Cloud technologies

• Information Technology related support service skills.
• Excellent oral and written communication skills at a technical level.
• Skilled at solving and communicating complex technical problems.
• Communicates clearly and is skilled at adapting their communication style to meet the needs of the audience.
• Broad experience of working in a complex multi-site environment dealing with business applications and real time information systems.
• Proven track record of working within a support and/or operations environment.
• Experience of troubleshooting issues, managing incidents, problems and / or service requests within agreed SLAs.

•    Final salary pension scheme 
•    Free travel for you on the TfL network 
•    A 75% discount on National Rail Season Ticket and interest free loan 
•    30 days annual leave plus public and bank holidays
•    Private healthcare discounted scheme (optional) 
•    Tax-efficient childcare payments
•    Tax-efficient cycle-to-work programme
•    Retail, health, leisure and travel offers 
•    Discounted Eurostar travel

Health & Safety Statement

All employees have a general duty in law to take reasonable care for the health and safety of themselves and of other persons who may be affected by their acts or omissions.

All employees must understand and be committed to Transport for London’s Health and Safety Policy statement and the Company’s safety priorities and be aware of their contribution to such priorities.
All employees must also be aware of and comply with the current health and safety legislation and other Company requirements that are relevant to their job.

Benefits

In return for your dedication and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the business area and role, but may include:

You will be accountable for the provision of Level 2 (and where appropriate Level 3) service for TfL's environments, ensuring that all services are delivered to the agreed standards, quality and performance.

Our work will sometimes require out of hours support, support at the weekend or out of hour’s maintenance or release activities for certain applications. This additional out of hours work would be compensated however.

Required Knowledge, Skills, and Abilities

o One or more in PowerShell, C#, Java programming skills o Strong Database and Data Analytics skills (SQL Server and Oracle)  o Knowledge of at least a couple of the following - Enterprise Resource Planning, Document Management, Real-Time Information Systems, Forms Platforms, Operational Support, Reporting, Monitoring Applications, ITSM Toolsets and integration technologies/systems. o Awareness of Agile project management methodologies.