3rd Level Application Technical Support Analyst Remote, GB

Short Description

Join our MeTS Settlement and Specialist Services Business Unit as 3rd Level Application Technical Support Analyst , where you'll work as part of a dynamic team of on-shore and off-shore professionals supporting critical systems for the UK Rail Industry. The role requires strong Java expertise and offers the opportunity to utilise and further advance your current problem-solving and development skills.

This role is a remote working role ( Mainland UK based ) although there is an expectation that the candidate will attend the monthly team collaboration day in Chester and also be available for occasional visits to customer sites or Worldline sites as required.

The role will also require you to participate in out of hours on-call support as part of a rota and occasional out of hours maintenance work once you are familiar with the applications that the team supports (all delivered remotely).

Day to Day Responsibilities

Technical Support & Problem Resolution

• Investigate and resolve complex Incidents escalated from lower support levels and triggered by automated monitoring
• Perform detailed fault analysis and root cause investigation on production and pre-production systems
• Produce Change Implementation Plans and represent these at Change Approval Board meetings as necessary
• Develop comprehensive solutions and implement fixes for critical system issues
• Create/Maintain troubleshooting documentation and Standard Operating Procedures
• Perform on-call support as part of rota

Development & Enhancement

• Attend meetings with clients to discuss requirements for new releases
• Impacting change requests from clients; clarifying their requirements where unclear and identifying options, producing estimates for work and assisting in the production of proposals
• Develop and deploy bug fixes, hotfixes and upgrade libraries in Java applications
• Participate in the design and development of significant enhancement releases
• Write clean, well-documented code following established coding standards
• Conduct code reviews and ensure code quality
• Collaborate with development teams on feature implementation and testing

Quality & Process Management

• Ensure all work adheres to change management and release protocols
• Maintain accurate documentation of all issues, investigations, and resolutions
• Monitor system performance and proactively identify improvement opportunities
• Contribute to continuous improvement of support processes and procedures
• Participate in testing, validation, and deployment of releases

Who we are looking for

We look for big thinkers. People who can drive positive change, step up and show what's next – people with passion, can-do