Senior Application Operations Engineer

Summary

Dealing with more complex issues, a senior application operations engineer is responsible for code deployment and co-ordinating change-based activities, such as taking services live. Depending on the complexity and size of a project and the likely impact it will have on the business, you might manage and maintain certain aspects of an application

Background

Background Components

Description Background

Demonstrates good oral and written communication skills. Has a thorough knowledge of business aspects of the application(s), the technical aspects of the application system(s) and the hardware and software environment in which they run. Has a thorough 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 support from service desk, other service delivery staff and/or users. Prioritises requests in accordance with agreed criteria and the needs of the organisation. Acknowledges escalated requests for application support.

Application maintenance

Within a broad area of competence related to applications, carries out non-routine maintenance tasks.

Performance monitoring and improvement

In accordance with agreed procedures, uses application management software and tools to monitor applications, collect performance statistics and create reports. Analyses user feedback and creates reports to inform future application development. Identifies issues and performance trends. Advises on corrective action to improve performance.

Request progress

Monitors any escalated requests for application support. Takes action to avoid or minimise delays. Prioritises requests in accordance with agreed criteria and the needs of the organisation. Checks that all requests for support are dealt with according to agreed procedures.

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.

Advice and guidance

Provides advice and guidance to less experienced colleagues where required.

Processes and procedures

Maintains the application support process and procedure documentation.

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.

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

Attention to Detail

Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete.

Behavioural Skills

Cross-Functional and Inter-Disciplinary Awareness

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

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

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

Familiar with

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

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

Familiar with

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

Proficient 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

Risk Management

Familiar with

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

Other Knowledge and Skills

Techniques for Effective Meetings

Aware of

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

Other Knowledge and Skills

Coaching Techniques

Aware of

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

Aware of

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

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.

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).

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

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.

Research Assignments

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

Gaining Knowledge of Activities of Employing Organisation

Developing an understanding of the potentially diverse range of activities (service, governance, administrative, regulatory, commercial, charitable, industrial, etc.) undertaken by the employing organisation.

Gaining Knowledge of IT Concepts and Techniques

Undertaking study, learning and, where possible, practice in IT concepts and techniques external to own function.

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.

Qualifications

Qualification Components

Title Awarding Body

ITIL 4 Specialist Create, Deliver and Support (Managing Professional Module)

AXELOS

ITIL 4 Specialist High-velocity IT (Managing Professional Module)

AXELOS

Registered IT Technician (RITTech)

BCS – The Chartered Institute for IT

IT Apprenticeship – Applications support lead (ST0949 Level 4 proposal)

Institute for Apprenticeships

FEDIP Senior 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.

2 – Working

You can analyse and assess impact and develop and document change requests. You can implement changes based on requests for change.

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.

2 – Working

You can diagnose and prioritise incidents, investigate their causes and find resolutions.

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.

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.

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.

2 – Working

You can use management system software and tools. You can use logical schemata to investigate problems, collect performance statistics and create reports. You can carry out the routine configuration, installation and reconfiguration of database and related products. You can optimise performance and forecast resource needs.

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.

2 – Working

You can review requirements and specifications, and define test conditions. You can identify issues and risks associated with work. You can analyse and report test activities and results.

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.

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