Lead Application Operations Engineer

Summary

A lead application operations engineer defines the application strategy and the strategy for security administration.

At this role level, you will:

  • liaise with leads within IT operations on how applications are performing and changes that need to be put in place

  • potentially manage and maintain certain aspects of an application (depending on the complexity and size of a project, and the likely impact it will have on the business).

Background

Background Components

Description Background

Demonstrates good oral and written communication skills. Has a comprehensive understanding of the business aspects of the application(s) supported, a thorough knowledge of the technical aspects of the application system(s) and the hardware and software environment(s) in which they run.

Prior Knowledge and Skills

Work Activity Components

Title Details

Application support requests

Ensures that requests for support are dealt with according to agreed standards and procedures. Ensures all work is carried out and documented in accordance with required standards, methods and procedures and that any applicable configuration management procedures are adhered to.

Application maintenance

Provides oversight of, and technical expertise to, routine and non-routine applications maintenance tasks.

Performance monitoring and improvement

Manages performance monitoring and corrective actions to improve business performance.

Request progress

Ensures that users and other interested parties are kept informed of progress, that escalated requests receive priority attention, and corrective action is taken to avoid or minimise delays.

System enhancements

Initiates action, by systems development staff or software suppliers, on the development of system enhancements to overcome known problems or further fulfil user requirements.

Advice and guidance

Provides advice and guidance on application security, licensing, upgrades, backups, disaster recovery needs, etc, to colleagues as required.

Processes and procedures

Puts in place and maintains procedures and tools for the correct recording and progressing of requests for support. Ensures that appropriate application support tools are available and staff are trained to use them, and that adequate documentation for the applications supported is available and kept up to date.

New software releases

Accepts new releases of applications software from systems development staff or software suppliers.

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.

Development needs

Supports the identification and prioritisation of development needs for a professional practice area. Identifies development activities that align with organisational priorities, learning and development strategies and career pathways.

Communities of practice

Provides advice, guidance and, where appropriate, support for the establishment and organisation of communities of practice.

Policies, standards, processes and guidelines

Maintains security administration processes and checks that all requests for support are dealt with according to agreed procedures.

Knowledge/Skills

Knowledge/Skills Components

Title Depth Details Type

Conceptual Thinking

Acquiring understanding and insights regarding the underlying issues in complex problems or situations through the development of abstract representations, the identification of patterns and the analysis of hypotheses.

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

Flexibility

Taking account of new information or changed circumstances and/or business requirements and modifying response to a problem or situation accordingly.

Behavioural Skills

Planning and Organisation

Determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems and escalating if necessary.

Behavioural Skills

Decision Making

Making decisions at the appropriate time, taking into account the needs of the situation, priorities, constraints, known risks, and the availability of necessary information and resources.

Behavioural Skills

Cross-Functional and Inter-Disciplinary Awareness

Understanding the needs, objectives and constraints of those in other disciplines and functions.

Behavioural Skills

Interacting with People

Establishing relationships, contributing to an open culture and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different communities and cultures. Ability to adapt style and approach to meet the needs of different audiences.

Behavioural Skills

Follow-up and Monitoring

Checking progress against targets, taking action to resolve exceptions/ issues and reporting and escalating where necessary.

Behavioural Skills

Application Systems

Proficient in

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

Proficient in

Software tools which automate or assist part of the development process.

Technical Knowledge and Skills

Information Retrieval Tools

Proficient in

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

National/International Standards

Familiar with

Current and emerging standards associated with IT practice nationally and internationally, published by authorities such as IEEE, IEC, BSI, ISO.

Technical Knowledge and Skills

Operating Systems

Proficient in

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

Proficient in

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

Familiar with

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

Proficient in

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

Access Control Systems

Familiar with

Any tool or system which provides security access control (i.e. prevents unauthorised access to systems).

Technical Knowledge and Skills

Development Approach

Proficient in

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

Proficient in

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

Proficient in

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

Expert in

Techniques for identifying, gathering and validating customers’ needs in the delivery of IT services.

Other Knowledge and Skills

Function or Department Operations

Proficient in

The activities, structure, and position in the organisation of the functions or departments for which services are provided.

Other Knowledge and Skills

Presentation Techniques

Aware of

Methods and techniques for delivering effective and accessible presentations, either face-to-face or online within various contexts and to a variety of audiences.

Other Knowledge and Skills

Risk Management

Proficient in

Methods and techniques for the assessment and management of business risk including safety-related risk.

Other Knowledge and Skills

Techniques for Effective Meetings

Familiar with

Methods and techniques for running effective meetings and for understanding and influencing the roles played by participants.

Other Knowledge and Skills

Coaching Techniques

Familiar with

Methods and techniques for coaching individuals or groups by a balanced combination of support and direction, including use of virtual learning environments plus add-ons to augment feedback specific to work items, workflow or career plans.

Other Knowledge and Skills

Project Planning and Control Techniques

Familiar with

Methods and techniques associated with planning and monitoring progress of projects.

Other Knowledge and Skills

Own Organisation’s Learning and Development Procedures

Familiar with

The procedures used within own organisation for staff learning and development.

Other Knowledge and Skills

Information Assurance

Proficient in

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

Service Delivery

The service delivery processes: the systems, products, services, hardware and software environment.

Program Design Methods and

Programming or system development methods (e.g. structured program design).

Stakeholder Relationship Management

Negotiation, presentation and engagement skills to adapt and address the needs of different stakeholders to develop and maintain strong stakeholder relationships.

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.

Advanced Programming Methods and Techniques

Complex methods and techniques for the creation of program code. Typically for use in scientific calculation, for improving operational efficiency of programs or for enhancing the productivity of experienced programmers.

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.

Coaching

Concepts, methods and techniques for providing coaching in subject specialisms to individuals or groups (e.g. GROW model).

Data Protection and GDPR

Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).

Mentoring

Methods and techniques for providing mentoring support to less experienced individuals.

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

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Title Details

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.

Project Assignments

Participating in a project team, working group or task force established to deliver a solution to a specific problem or issue – especially valuable if the group is inter-disciplinary.

Mentoring

Acting as a mentor, advising those for whom there is no direct responsibility, on matters to do with their job role, career and professional development.

Research Assignments

Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management

Gaining Knowledge of Broader IT Issues

Increasing and maintaining currency of knowledge of broader IT issues through reading, attending and participating in seminars or conferences, special studies, temporary assignments etc.

Gaining Strategic Knowledge of Employing Organisation

Developing a comprehensive understanding of the business environment in which the employing organisation operates and its position, policies and direction in relation to industry, country and global issues.

Participation in Professional Body Affairs

Taking an active part in professional body affairs at branch, specialist group, committee or board level.

Negotiating and Influencing

Undertaking learning and practice of negotiating with and influencing others.

Team Leadership

Undertaking learning and practice of the skills required to lead teams, including motivation, direction, coaching, delegation, appraisal, counselling and developing others.

Qualifications

Qualification Components

Title Awarding Body

ITIL 4 Specialist Drive Stakeholder Value (Managing Professional)

AXELOS

ITIL 4 Strategist Direct, Plan and Improve (Managing Professional / Strategic Leader Module)

AXELOS

ITIL 3 Capability Module Service, Offerings and Agreements

AXELOS

ITIL 3 Lifecycle Module Service Operation (Intermediate)

AXELOS

FEDIP Advanced Practitioner

FEDIP

Organisation Skills

Framework » Organisation
Category » Subcategory
Skill Name and Description Level

DDaT » IT Operations Job Family

IT Ops – Asset and configuration management

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.

3 – Practitioner

You can deal with high impact, complex change requests. You can ensure that release policies, procedures and processes are applied.

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.

2 – Working

You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.

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.

3 – Practitioner

You can lead the investigation and resolution of incidents.

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.

3 – Practitioner

You can take accountability for issues that occur and be proactive in searching for potential problems. You can achieve excellent user outcomes.

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.

2 – Working

You can initiate and monitor actions to investigate patterns and trends to resolve problems. You can effectively consult specialists where required. You can determine the appropriate remedy and assist with its implementation.

You can determine 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.

2 – Working

You have a Level 3 service management framework qualification. You can demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library).

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.

3 – Practitioner

You can draft and maintain procedures and documentation. You can set standards for the definition, security and integrity of objects, and ensure conformity to these standards.

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.

2 – Working

You can understand the core technical concepts related to the role, and apply them with guidance.

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.

3 – Practitioner

You can manage the planning of system and acceptance tests, co-ordinating both functional and non-functional specifications. You can provide authoritative advice and guidance on test planning. You can identify process improvements and contribute to the definition of best practice.

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 priorities.

3 – Practitioner

You can collaborate with user researchers and can represent users internally. You can explain the difference between user needs and the desires of the user. You can champion user research to focus on all users. You can prioritise and define approaches to understand the user story, guiding others in doing so. You can offer recommendations on the best tools and methods to use.

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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