Application Operations Engineer

Summary

An application operations engineer maintains services and is responsible for conducting user and security administration

At this role level, you will:

monitor applications and be accountable for batch processes
in some organisations, carry out the duties of an end user computing engineer, such as fixing technical problems, maintaining hardware and liaising with the problem or incident manager

Background

Background Components

Description	Background
Demonstrates good oral and written communication skills. Has a good understanding of the business processes which the application(s) support and a good knowledge of the software involved. Has sound knowledge of information systems development processes relevant to the role and the applications to be supported.	Prior Knowledge and Skills

Work Activity Components

Title	Details
Application support requests	Receives and logs requests for application support from the service desk, developers, other specialist areas and/or users, in accordance with agreed procedures. Prioritises and/or escalates requests in accordance with agreed procedures and criteria.
Application maintenance	Carries out agreed maintenance tasks, in accordance with agreed procedures. This may include making modifications to system parameters, devising permanent or temporary corrections and workarounds or site-specific enhancements, reconfiguring systems, maintaining application data, providing guidance or training to users or operations staff and creating or updating documentation.
Performance monitoring and improvement	Within own area of competence, provides correct responses to requests for support by means of for example: making modifications to system parameters, developing workarounds or site-specific enhancements, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests to systems development staff or software suppliers. Ensures all work is carried out and documented in accordance with required standards, methods and procedures.
Request progress	Monitors the progress of requests for support and keeps users and other interested parties
System enhancements	Liaises with systems development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfil user requirements.
Implementation and controls	Ensures implementation of information, and records management policies and standard practice, ensuring that information is protected, available and accessible, and can be retrieved as required. Complies with all relevant information and data security policies and procedures.

Knowledge/Skills

Knowledge/Skills Components

Title	Depth	Details	Type
Analytical Thinking		Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts. Selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated.	Behavioural Skills
Information Acquisition		Identifying gaps in the available information required to understand a problem or situation and devising a means of resolving them.	Behavioural Skills
Attention to Detail		Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete.	Behavioural Skills
Verbal Expression		Communicating effectively using the spoken word.	Behavioural
Written Expression		Communicating effectively in writing, such as reports and via emails.	Behavioural
Teamwork		Working collaboratively with others to achieve a common goal.	Behavioural
Application Systems	Familiar with	Technical or functional understanding of Commercial Off-the-Shelf (COTS) applications and/or other bespoke software deployed within the organisation in order to provide system configuration, audit, technical, and/or functional support.	Technical Knowledge and Skills
Application Development Tools	Familiar with	Software tools which automate or assist part of the development process.	Technical Knowledge and Skills
Information Retrieval Tools	Familiar with	The application of automated (software) tools that enable selective access to information, or extraction of patterns and knowledge from large amount of data, typically held within some form of database or data warehouse. Also referred to as	Technical Knowledge and Skills
Operating Systems	Familiar with	System software that controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration.	Technical Knowledge and Skills
Programming Languages	Familiar with	A set of codes and syntax (supported by software tools) that enables the unambiguous translation of specified functionality into source code for the creation of computer programs.	Technical Knowledge and Skills
Corporate, Industry and Professional Standards	Aware of	Applying standards, practices, codes, and assessment and certification programmes relevant to the IT industry, and the specific organisation or business domain.	Technical Knowledge and Skills
Operational/Service Architecture	Familiar with	Knowledge of the IT/IS infrastructure and the IT applications and service processes used within own organisation, including those associated with sustainability and efficiency.	Technical Knowledge and Skills
Development Approach	Familiar with	Understanding and application of different development approaches e.g. iterative/ incremental methodologies (Agile, XP, TDD, SCRUM) or traditional sequential methodologies (Waterfall or V-Model). Irrespective of development methodology a DevOps approach may also be taken where development and operational staff work collaboratively.	Technical Knowledge and Skills
Infrastructure/System Security	Familiar with	The security threats and vulnerabilities that impact and/or emanate from system hardware, software and other infrastructure components, and relevant strategies, controls and activities to prevent, mitigate, detect and resolve security incidents affecting system hardware, software and other infrastructure components.	Technical Knowledge and Skills
DevOps	Aware of	The collaborative approach consisting of agile practices, processes, and procedures designed to facilitate rapid IT service and product delivery. DevOps emphasizes people (and culture) and seeks to improve collaboration between development (Dev) and operations (Ops) teams with the aim of shortening the systems development life cycle to provide continuous release of high-quality software.	Technical Knowledge and Skills
Customer Service Techniques	Familiar with	Techniques for identifying, gathering and validating customers’ needs in the delivery of IT services.	Other Knowledge and Skills
Function or Department Operations	Familiar with	The activities, structure, and position in the organisation of the functions or departments for which services are provided.	Other Knowledge and Skills
Risk Management	Aware of	Methods and techniques for the assessment and management of business risk including safety-related risk.	Other Knowledge and Skills
Time Management Techniques	Proficient in	Methods and techniques for making effective use of own time.	Other Knowledge and Skills
Information Assurance	Familiar with	Information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data and manage the risks related to the use, processing, storage, and transmission of information.	Other Knowledge and Skills

Training Activities

Training Components

Title	Details
Program Design Methods and	Programming or system development methods (e.g. structured program design).
Systems Development	Systems development, including development life cycles and methods, organisation interfaces, typical corporate application architectures, project and programme management, risk management and change control.
Infrastructure Hardware and System Software	Hardware, communication networks and system software that provides the organisation’s IT infrastructure; features of the infrastructure that need to be taken account of in hardware/software installation, with due attention to sustainability impacts e.g. back-up and recovery, virtualisation techniques to optimise efficient energy use of system hardware components, load sharing in communication networks; availability and use of Cloud services.
Data Protection and GDPR	Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).
Security Awareness	Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk.
Health and Safety	Understanding statutory health and safety requirements relating to the working environment and/or the tools and techniques to promote, communicate, implement and maintain a health and safety culture.

PDAs

PDA Components

Title	Details
Participation in Group Activities	Participating in group activities inside or outside of the working environment that can assist with the development of interpersonal skills.
Deputising	Standing in for supervisor or manager on a temporary basis during periods of absence.
Job Shadowing and Special Assignments	Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures.
Gaining Knowledge of Employing Organisation	Gaining basic knowledge of the employing organisation, its business, structure, culture, policies, products/services, operations and terminology.
Gaining Knowledge of Surrounding Technical Areas	Gaining knowledge of IT activities in employing organisation external to own function.
Research Assignments	Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management
Involvement in Professional Body Activities	Attending meetings, seminars and workshops organised by professional body and reading published material, such as journals and web content.
Time Management	Undertaking learning and practice in the planning and organising of own activities.
Team Working	Undertaking learning and practice in the techniques of team and collaborative working. Gaining an understanding of the underlying concepts.
Communications	Undertaking learning and practice in oral and written communications, including report writing and presentation.

Qualifications

Qualification Components

Title	Awarding Body
BCS Foundation Certificate in Systems Development	BCS – The Chartered Institute for IT
Registered IT Technician (RITTech)	BCS – The Chartered Institute for IT
IT Apprenticeship – Digital support technician (ST0120 Level 3)	Institute for Apprenticeships
ITIL Foundation	AXELOS
FEDIP Practitioner	FEDIP

Organisation Skills

Framework » Organisation Category » Subcategory	Skill Name and Description	Level
DDaT » IT Operations Job Family	You can conduct life cycle management for assets including hardware, software, intellectual property, licences and warranties. You can manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. You can help to improve investment decisions and capitalise on opportunities. You can comply with international standards for asset management. You can document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. You can apply status accounting and auditing in line with relevant criteria.	2 – Working You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.
DDaT » IT Operations Job Family	IT Ops – Availability and capacity management You can define, analyse, plan, forecast, measure, maintain and improve all aspects of the availability of services, including power. You can control and manage service availability to meet business needs cost-effectively, including managing the capability, functionality and sustainability of service components (such as hardware, software, network resources, and software or	2 – Working You can manage service components to ensure they meet business needs and performance targets.
DDaT » IT Operations Job Family	IT Ops – Change management You can manage service changes, configuration items, organisational change, supplier change and associated documentation. You can request changes in response to incidents or problems that provide effective control and reduction of risk to security performance and availability. You can ensure compliance of the business services impacted by the change. You can understand policy, principles and approach. You can apply understanding and knowledge in project or programme activities. You can develop experience in the use of change management tools and processes.	1 – Awareness You can implement changes based on requests for change. You can apply change control procedures.
DDaT » IT Operations Job Family	IT Ops – Continual service improvement You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where needed.	1 – Awareness You can show an awareness of developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies.
DDaT » IT Operations Job Family	IT Ops – Incident management You can co-ordinate the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation. You can identify the correct procedures or channels for resolution and monitor resolution activity and progress updates for customers. You can understand the relevant change management tools and processes.	1 – Awareness You can identify and register incidents, gathering the required information and allocating it to the appropriate channel.
DDaT » IT Operations Job Family	IT Ops – Ownership and initiative You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.	2 – Working You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
DDaT » IT Operations Job Family	IT Ops – Problem management You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies.	1 – Awareness You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures.
DDaT » IT Operations Job Family	IT Ops – Service focus You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.	2 – Working You can take inputs and establish coherent frameworks that work.
DDaT » IT Operations Job Family	IT Ops – Service management framework knowledge You can show an in-depth understanding of service management framework principles and processes. You can apply the technical knowledge in project or programme activities.	1 – Awareness You have a Level 3 service management framework qualification.
DDaT » IT Operations Job Family	IT Ops – Technical specialism You can demonstrate in-depth knowledge of, for example, code (application), messaging and batch management. The technical specialisms will differ for each role and will be defined in a job description.	1 – Awareness You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks.
DDaT » IT Operations Job Family	IT Ops – Technical understanding You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost- effective use of new and emerging tools and technologies.	1 – Awareness You can show an awareness of the relevant subject matter and a high-level understanding of what it involves.
DDaT » IT Operations Job Family	IT Ops – Testing You can plan, design, manage, execute and report tests, using appropriate tools and techniques. You can work within regulations. You can ensure that risks associated with deployment are adequately understood and documented.	1 – Awareness You can correctly execute test scripts under supervision. You can understand the role of testing and how it works.
DDaT » IT Operations Job Family	IT Ops – User focus You can understand users and identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You can show that you put users first and can manage competing	2 – Working You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.

Framework » Organisation
Category » Subcategory

Skill Name and Description

Level