Application Support Engineer

at  Aflac Northern Ireland

APPLICATION SUPPORT ENGINEER

Please note this role is a hybrid position, with 2 days a week on-site in our Belfast office.

WHAT YOU NEED TO HAVE

Below is an overview of the skills and experience we are looking for, but remember, don’t rule yourself out if you don’t have everything on the list – it’s your intellect and your attitude that we’re really after!

ABOUT THE ROLE

We want Application Support Engineers who are passionate about high quality outcomes for the customer and can put the end-user at the centre of their thinking. Incredible communication skills and people who can think technically but translate technical scenarios into easily understood language is vital. Having a mindset that possesses a product-driven approach to outcomes, and knows how to deliver outstanding Product Support, is essential to the success of the team.
Experience in working in a cross-functional team or Application Support team that can quickly respond to high-severity incidents, solve critical production issues, and work across multiple product teams and technologies is critical. Fostering relationships with partner teams, both in Northern Ireland and the US, is going to be a major part of the role, hence teamworking and collaboration is key. Finally, there are a wide range of technologies and applications to support that are at various stages of build and delivery, hence this is a fantastic opportunity for junior or senior experienced engineers alike.

WHAT YOU’LL BE DOING:

• Provide Level 2 & Level 3 support, including triage, investigation and resolution capabilities for multiple products
• Operate in a core-hour support model than runs from 9am – 5pm UK time
• Conform to an on-call support model for out-of-hours and weekend support
• Provide effective problem management activities across all of Aflac NI’s Product teams
• Contribute to the planning of application/infrastructure releases and configuration changes
• Examine potential areas for service improvement and raise proposals with our US counterparts and internal Aflac NI leadership
• Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex application problems
• Contribute to the design and delivery of appropriate metrics for reporting on key performance and quality indicators
• Build and maintain application monitoring with associated performance tuning
• Contribute to continual review and improvement of policies and procedures within the application support function remit