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.

This job role profile was created in collaboration with BCS, using Role Model Plus. BCS is the professional body that has the responsibility of updating this job family.

Give Feedback

The Occupational Architecture Project is interative and dynamic


If you would like to provide feedback on this job role, or the job families, please click the button below.

Give Feedback