Principal Software Support Engineer

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Job Description

Job Purpose:
As Principal Software Support Engineer, you will be part of a wider Engineering Support capability across solutions that strives to deliver excellent customer service through serviceable and operable technology enabled services. You will also be part of a software engineering team delivering software products yet have a specific focus on the application support responsibilities that cover Incident & Problem Management, Defects & Service Improvements and Product Engineering.
In this role, you will be responsible for ensuring our core products are robust, resilient and maintained to best practices that meet the expected service and quality in line with regulatory compliance. This will require working with other technology and service operations teams to resolve events, incidents, problems, defects and develop service improvements and the core product functionality. In this role, you will also be a Subject Matter Expert,promoting professional behaviours (both technology and service) and provide coaching and mentoring on best practice approaches to other software and support engineers.
Key Accountabilities:
Application Support
??Maintains application support processes and checks that all requests for support are dealt with according to agreed procedures.
??Uses application management software and tools to investigate issues, collect performance statistics and create reports.
Incident Management
??Prioritises and diagnoses incidents according to agreed procedures.
??Investigates causes of incidents and seeks resolution.
??Escalates unresolved incidents.
??Facilitates recovery, following resolution of incidents.
??Documents and closes resolved incidents according to agreed procedures.
Problem Management
??Initiates and monitors actions to investigate and resolve problems in systems,processes and services.
??Determines problem fixes/remedies.
Release & Deployment
??Assesses and analyses release components.
??Provides input to scheduling.
??Carries out the builds and tests in coordination with testers and component specialists maintaining and administering the tools and methods ensuring,
where possible, information exchange with configuration management.
??Ensures release processes and procedures are maintained.
System Software
??Uses system management software and tools to collect agreed performance statistics.
??Carries out agreed system software maintenance tasks.
Programming & Software Development
??Designs, codes, verifies, tests, documents, amends and refactors complex programs/scripts and integration software services.
??Contributes to selection of the software development approach for projects, selecting appropriately from predictive (plan-driven) approaches or adaptive
(iterative/agile) approaches.
??Applies agreed standards and tools, to achieve well-engineered outcomes.
??Participates in reviews of own work and leads reviews of colleagues’ work.
Software Design
??Undertakes complete design of moderately complex software applications or components applying agreed standards, patterns and tools.
??Assists as part of a team in the design of components of larger software systems.
??Specifies user and/or system interfaces.
??Creates multiple design views to address the concerns of the different stakeholders of the design and to handle separately functional and nonfunctional requirements.
??Assists in the evaluation of options and trade-offs.
??Collaborates in reviews of work with others as appropriate.
Methods & Tools
??Provides support on the use of existing methods and tools.
??Configures methods and tools within a known context.
??Creates and updates the documentation of methods and tools.

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