L3 Support Engineer

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 softwareacross 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 tomembers 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.

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

If you think you are a good fit or know someone who is, simply click Apply Now or send an updated resume to [Confidential Information] for a private and confidential discussion. Looking forward to speak soon!

EA Reg Number: R22107188

EA License Number: 07C3924

Company Registration No: 200609504D