Associate Application Operations Engineer

Summary

As an associate, you will work in an established team and support application operations engineers in their daily work, under their direction.

Background

Background Components

Description Background
Demonstrates good oral and written communication skills. Has a rudimentary knowledge of the software and hardware platforms on
which the applications run; understands the business environment in which they operate. Has some knowledge of the information
systems development processes relevant to the role and the applications to be supported.
Prior Knowledge and Skills

Work Activity Components

Title Details
Application maintenance Working closely with more senior colleagues (and in accordance with agreed procedures) assists with specified routine maintenance 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. Ensures all work is carried out and documented in accordance with required standards, methods and procedures. .
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.
Performance monitoring and improvement Under direction (and in accordance with agreed procedures) assists in monitoring applications and collecting agreed performance statistics. May assist in capturing user feedback for subsequent analysis.
Request progress Monitors the progress of requests for application support and keeps users and other interested parties are informed.
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. BehaviouralSkills
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. BehaviouralSkills
Written Expression Communicating effectively in writing, such as reports and via emails. BehaviouralSkills
Teamwork Familiar with Working collaboratively with others to achieve a common goal.
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 Aware of Software tools which automate or assist part of the development process. Technical Knowledge and Skills
Configuration Management Aware of The discipline that gives precise control over IT assets and components by recording
and maintaining information about the ‘configuration items’, including hardware
devices, computer programs, software licences, documentation, network devices, and
data centre facilities (virtualised and static).
Technical Knowledge and Skills
Information Retrieval Tools Aware of Identifying gaps in the available information required to understand a problem or situation and devising a means of resolving them. 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 Data Mining. 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 Aware of 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
Operational/Service Architecture Aware of 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 Aware of 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 Aware of 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

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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 Familiar with Methods and techniques for making effective use of own time. Other Knowledge and Skills
Information Assurance Aware of 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 Tools 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.
Software Configuration Installation, configuration and tuning of applications or systems software.
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.
Participation in Group Activities Participating in group activities inside or outside of the working environment that can assist with the development of interpersonal skills.
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.
Involvement in Professional Body Activities Attending meetings, seminars and workshops organised by professional body and reading published material, such as journals and web content.
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.

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.
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.
Involvement in Professional Body Activities Attending meetings, seminars and workshops organised by professional body and reading published material, such as journals and web content.
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
IT Apprenticeship – Digital support technician (ST0120 Level 3) Institute for Apprenticeships
ITIL Foundation AXELOS
FEDIP Associate Practitioner FEDIP

Organisation Skills

Framework » Organisation
Category » Subcategory
Skill Name and Description Level
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.

1 – Awareness

You can show an awareness of problem resolution processes. You can pass problems on to your team.

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 – 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

1 – Awareness

You can show an awareness or understanding of user experience analysis and its principles. You can explain the purpose of user stories and the focus on user needs.

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.

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