3rd Line Support Engineer - Singapore

Overview

Would you like to help enrich the lives of learners around the world

At RM, we've been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners.

RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources).

Within the assessment market we are experts in providing solutions for online exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high stakes assessment such as GCSEs, A Levels, and professional qualifications. Each year, our software is used globally to conduct hundreds of thousands of on-screen tests and to mark millions of paper-based scripts. For over a decade we have been partnering with the world's leading awarding bodies to deliver intuitive, secure, and reliable e-marking solutions.

Visit our website to find out more: www.rm.com/assessment

This role provides support for our managed service customer in Singapore. You will be supporting software and associated services which enable examiners to mark high volume, high stakes exams, and awarding bodies to administer the marking process and retain high quality of marking. This role sits within a wider Technical Operations team of 70 engineers across India, Australia and the UK who maintain and support software across the RM Assessment customer base.

The role is proactive and reactive, completing maintenance tasks to keep the operation of the software in good health, setting up, and configuring software and data prior to examination sessions, and reactive support for issues and requests raised by the customer or monitoring tools.

Responsibilities

3rd Line Application Support

• Provide 3rd line support for awarding bodies, marking centres, and supervisors
• Resolve incident tickets within contractual SLAs
• Collaborate with the RM Assessment Helpdesk to create user-facing technical help documentation
• Defect logging and escalation to the relevant RM resolver group
• Floor-walking of marking centres as required during peak
• Coordination and collaboration with RM's global technical and operations teams
• Coordination and collaboration with customer third parties (who provide infrastructure and scanning solutions)
• Preparation for customer marking sessions
• Application monitoring and alerting

Infrastructure Operations and Engineering

• Infrastructure monitoring and alerting
• Deployment of infrastructure and application
• Security patching
• Capacity management

Out of hours on call

On call requirement for service-level issues, with initial triage by RM's global 24/7 team.

When you are not available to take calls or outside of standard working hours, phone support will divert to members of the support teams in our global offices, so a close relationship with these teams and the ability to work according to RM's high quality processes is essential.

Experience

Essential

• Good working knowledge of Azure cloud technologies including AKS
• Great SQL querying skills
• Great diagnostic skills including familiarity with Application Insights and Log Analytics
• Good written and verbal communication skills in English

Desirable

• Experience of deploying through Azure DevOps
• Confidence in communicating directly to customer representatives

To better reflect the society that we serve, we're committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, we also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at [Confidential Information].

Unfortunately, we are unable to offer visa sponsorship for this role.