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JOB TITLE: Senior Application Delivery and Support Engineer
LOCATION: Manchester office location, plus homeworking
REPORTING TO: Customer Experience Manager, who runs the Application Delivery Team
TRAVEL: Occasional - Worldwide
ADB SAFEGATE Airport Systems is a provider of software and services to over 120 airports, enabling them to improve operational performance and deliver total airport management to its customers. Half of the people who fly each year are serviced by airports that rely on our software platforms.
The Senior Application Delivery and Support Engineer will operate within the newly expanded Application Delivery team; consisting of a team of skilled professionals, each with considerable experience in configuring, deploying and supporting products and specialist software services offered by ADB SAFEGATE Airport Systems.
Over the next year we have work to deliver projects at airports in the Middle East, China, Latin America, Europe, North America and the UK, and this role requires someone with the same truly global outlook as we have. The role offers exciting opportunities for travel to work on-site at these airports around the world (covid pandemic allowing).
You will be working on, and have involvement in projects within the business, ranging from a few days long to a few months.
You will be responsible for building and configuring operating environments, to a specification designed, approved and released by our Development Engineering team, before testing and deploying onto customer environments (cloud or on-premise)
You will help support needs from within the business; including, pre-sales opportunities as guided by our product owners or bids team, but primarily focussing on both project phase deployment and delivery requirements as led by our project managers, and service support phase needs, as reported through our global service desk.
The role has the prospect for personal development with the opportunity to become an expert in our core technology offerings.
As a senior role within the team, you will demonstrate leadership, mentoring and coaching qualities; providing guidance, support and training to the rest of the team
DUTIES AND RESPONSIBILITIES:
Work with Project Manager’s to meet the commitments of ADB SAFEGATE Airport Systems, building high quality relationships with our customers and to ensure that the delivered system is cutover into live operation with the minimum of disruption, and in accordance with defined processes
Assist with the configuration, testing and deployment of ADB SAFEGATE Airport Systems application software and COTS software
Evaluation of performance reporting during testing, following the build and configuration of systems, highlighting concerns and overseeing their resolution.
Assist with routine maintenance/ security patching tasks for COTS software, falling under the scope of delivery, ensuring that operating environments remain safe and secure
Provide and review work estimates (ensuring accuracy), and tracking changes against these estimates
Understand and utilise software source configuration control as best practice, using every precautionary measure to minimise bugs when issuing releases; compiling and testing thoroughly
Ensure that the services offered to ADB SAFEGATE Airport Systems’ customers are progressed to their logical and technical conclusion; either by resolution or by escalation; either via a 3rd party, or to internal development resolver group
Respond to support tickets within defined OLA requirements and maintain resolution SLA performance management, positively influencing other Service Delivery areas, and third parties that make up those end-to-end services
To lead root cause analysis investigations within Problem Management for the Application Software
To work in accordance with the ADB SAFEGATE Airport Systems’ Change, Configuration and Release framework, to ensure that all new software follows the correct processes prior to release
Guide and mentor lesser experienced members of the team, and assist with system updates/ planned maintenance on remote systems, as required
Build knowledge from global trends in hardware and software incidents and problems, and to make that knowledge easily accessible within the Business, through various forums
Be able to self-manage and plan to meet agreed deadlines, as well as build and maintain strong customer relationships, knowing when and how to escalate matters where necessary.
Influence and advise internal and external Customers, at all Management levels, regarding the availability and functionality of services and systems
Assist with the continual improvement of Airport Systems processes and their application
Intermediate (or advanced) experience in Oracle database server
Intermediate (or advanced) PL/SQL experience
Intermediate (or advanced) UNIX/LINUX knowledge
A degree in Computer Software/Systems Engineering, Computer Science or equivalent experience
Awareness of XML syntax. REST and JSON APIs
Awareness of Java, C, Node programming language
SonicMQ / ESB concept awareness
Open, transparent and able to respond positively to issues and actively seek solutions, as necessary
Open to giving and receiving constructive feedback and coaching as a matter of course
Willingness to make and take decisions in a timely and confident manner
Excellent attention to detail, with an aptitude to document activity for others to learn from
Strong comprehension and lateral thinking skills
Excellent verbal and written communication skills
Ability to communicate and influence at multiple levels within the Business
Good organisational, planning and estimation skills; with the ability to multi-task and manage own time effectively
A calm and patient manner that instils confidence in those around you