Senior Sytems Support Engineer

at  Cubic Corporation

Business Unit:
Cubic Transportation Systems
Company Details:
The Senior Software Engineer for Back-Office Systems is a subject matter expert in Java, providing second and third level technical support to multiple customers across the German business interests and contracts. The person will work across multiple custom-built and standard applications and database systems with a variety of programming languages on multiple operating systems. The person will be part of an on-call-team to support 24/7 availability of the systems.
Job Details:

Essential Job Duties and Responsibilities:

• Technical leadership of operational solutions and maintenance
• Technical leadership of major incidents. Acting as a matrix manager for the duration of the major incident with other teams including testing and engineering
• Provide application support including complex system administration, technical troubleshooting, root cause analysis, incident resolution and where required, technical and managerial escalation.
• Provide second line technical support on a wide range of applications and give advice from the application perspective in order to resolve any identified problems, working with other resolver teams
• Develop and support monitoring tools developed within the team
• Liaise with internal technical resolver and test teams to investigate and resolve issues and incidents with environments and deployments
• Liaise with customer development and technical teams to identify, investigate and resolve issues with services and deployments
• Build and maintain strong customer relationships
• Provide technical training, knowledge sharing and support to the whole organization as a subject matter expert
• Communicate with the customer using both technical and non-technical language (where appropriate)
• Regularly review and where necessary amend support documents, ensuring they are up to date, comprehensible and available to other team members
• Prepare service level agreement (SLA) reports on production services. This includes performance data collection and analysis, coordinating problem management system outputs, producing graphs as required for inclusion in the service reports
• Participate in the 1st escalation on-call rota, providing technical expertise and support out of hours
• Comply with Cubic’s values and adherence to all company policy and procedures. In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.

Minimum Job Requirements:
Skills knowledge and experience:

Essential:

• Experience of documentation and knowledge sharing with technical or non-technical staff
• Extensive experience of Java Spring Boot (or Java EE) Framework application development
• Extensive experience of Postgres / Oracle database development
• Backend application design and development
• Good understanding of Network Protocols
• Experience in complex system trouble shooting and root-cause-analysis
• Experience of medium to large scale transactional systems within a fraud/application support role
• Competent user of MS, specifically Excel, Access, Outlook and Word
• Experience of working with sensitive/confidential information
• Experience of working with remote teams
• Experience of working with ServiceNow, Jira and Confluence

Desirable:

• Experience of Unix shell scripting, Java Script programming
• Experience of working as part of a 24/7 support team
• Experience of working in a DevOps environment
• Working knowledge in report generation
• Experience in Software design, validation, test and deployment

Education and qualifications

Essential:

• BA/BSc in IT or other related discipline or equivalent qualification/experience
• Language skills in German (C1 or native) and English (fluent)

Desirable:

• ITIL foundation or higher

Personal Qualities

• Self-motivated with the ability to work on own initiative
• Attentive and quick learner with a key eye for detail
• Exceptional problem-solving skills and fast judgment in evaluation of effective solutions
• Able to work well under pressure, prioritise conflicting demands and find solutions to technical challenges
• Good consulting and problem-solving skills
• Able to interpret and adhere to any existing procedures
• Aptitude for streamlining process and delivering process improvements
• Good spoken and written communication skills
• Good team player
• Prompt, responsive, responsible and personable approach to customer problems
• Good understanding of confidentiality and data protection
• Security background checks will be required

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 need.
Worker Type:
Employe

• Technical leadership of operational solutions and maintenance
• Technical leadership of major incidents. Acting as a matrix manager for the duration of the major incident with other teams including testing and engineering
• Provide application support including complex system administration, technical troubleshooting, root cause analysis, incident resolution and where required, technical and managerial escalation.
• Provide second line technical support on a wide range of applications and give advice from the application perspective in order to resolve any identified problems, working with other resolver teams
• Develop and support monitoring tools developed within the team
• Liaise with internal technical resolver and test teams to investigate and resolve issues and incidents with environments and deployments
• Liaise with customer development and technical teams to identify, investigate and resolve issues with services and deployments
• Build and maintain strong customer relationships
• Provide technical training, knowledge sharing and support to the whole organization as a subject matter expert
• Communicate with the customer using both technical and non-technical language (where appropriate)
• Regularly review and where necessary amend support documents, ensuring they are up to date, comprehensible and available to other team members
• Prepare service level agreement (SLA) reports on production services. This includes performance data collection and analysis, coordinating problem management system outputs, producing graphs as required for inclusion in the service reports
• Participate in the 1st escalation on-call rota, providing technical expertise and support out of hours
• Comply with Cubic’s values and adherence to all company policy and procedures. In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them