Systems Engineer

at  Xylem

Join Xylem in the global mission to #LetsSolveWater! As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world’s most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
The Systems Engineer is a key part of the Service Operations team, providing 3rd line technical support for our FlexNet Smart Metering solution. They are responsible for supporting our partner, Arqiva, in the provision of a large-scale, smart metering radio communications solution on behalf of UK water utilities and the UK Government. In addition, they are responsible for providing support for Sensus products, including water meters, with several customers in the EMEA region.
The Service Operations team works with processes that follow ITIL framework methodology to deliver high quality service to our customers and partners. The Systems Engineer will need to be comfortable with working within service driven processes to strict SLAs and demonstrate that they can prioritise their work accordingly.
This role works closely with the Customer Support team in the UK and also with the 4th line support team, firmware and software R&D teams based in the US and Germany.
The capability to gain UK Security Clearance is essential for this role; applicants must have been UK resident for a minimum of 5 years and be willing to undergo this process.

Responsibilities:

• Technical support and consultancy for the Sensus smart metering infrastructure components
• Work closely with the Service Desk to understand ticket severity and prioritise accordingly
• Troubleshoot incidents and provide resolution guidance where possible
• Adhere to agreed SLAs and OLAs for remote diagnostics, customer updates, ticket escalation and resolution
• Escalate to 4th line as required, providing details of initial analysis and diagnostics already undertaken
• Raise defect records for the development team with all supporting information and step-by-step instructions to recreate the fault
• Perform root cause analysis of problems and document findings in technical reports to be provided to our network partner and Sensus Management Team
• Provide feedback into continual improvement of Service Operations practices and processes
• Maintain Engineering knowledge base articles and actively participate in knowledge sharing within the Service Operations team
• Participate in an on-call rota to provide out-of-hours support, typically 1 week in 4

Skills/Qualifications/Experience:

• Experience of providing technical application support
• Demonstrable high integrity and ethical standards
• Excellent knowledge of supporting applications on a Red Hat Enterprise Linux platform
• Ability to fault find and diagnose diverse interconnected enterprise applications
• Personal drive and ability to pick-up and use new skills quickly
• Application support of Java applications
• Knowledge of Enterprise Message Brokers, specifically Apache-MQ
• Experience of build automation software such as Ansible and/or Puppet
• Use of source code repositories Git, SVN, etc.
• Appreciation of virtualisation and containerisation software such as VMWare, Docker and/or Kubernetes
• Experience of using and supporting Android devices
• SQL scripting knowledge
• MS SQL database administration experience – advantageous, but not essential

Other
Occasional UK and international travel required
Full training on our metrology products will be provided
Successful candidate will be required to pass UK Security Vetting (SC)
Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world

• Technical support and consultancy for the Sensus smart metering infrastructure components
• Work closely with the Service Desk to understand ticket severity and prioritise accordingly
• Troubleshoot incidents and provide resolution guidance where possible
• Adhere to agreed SLAs and OLAs for remote diagnostics, customer updates, ticket escalation and resolution
• Escalate to 4th line as required, providing details of initial analysis and diagnostics already undertaken
• Raise defect records for the development team with all supporting information and step-by-step instructions to recreate the fault
• Perform root cause analysis of problems and document findings in technical reports to be provided to our network partner and Sensus Management Team
• Provide feedback into continual improvement of Service Operations practices and processes
• Maintain Engineering knowledge base articles and actively participate in knowledge sharing within the Service Operations team
• Participate in an on-call rota to provide out-of-hours support, typically 1 week in