Application Engineer

Role Title: Application Engineer x2

Division:  Group Technology

Location: London, Glasgow , Liverpool

Contract: Perm

Hiring Manager Natalie Pritchard

Working pattern: Hybrid

About the Role

 Ensure the firm has sustainable, secure and resilient services. Applications are proactively monitored, managed and delivered within SLA and that change delivery is supported effectively.

What you’ll be responsible for

• Responsible for effective and efficient day to day operation of the Systems within agreed service levels and for ensuring the continuous improvement of the application suite.
• Support the approved Rathbones Change Portfolio by delivering projects to ensure services are robustly designed, validated and transitioned to BAU effectively
• Contribute to the relationship with strategic suppliers of the systems under the remit of the team and accountable for the effective management of these relationships
• Prioritising incidents according to their urgency and severity on the business.
• Dealing with incidents in a professional and courteous manner via any number of points of contact.  These may include telephone, email, and MS Teams
• Provide SME knowledge and input to the definition, design and delivery stages of change.
• Taking ownership of incidents and managing through to resolution from point of contact, proactively keeping the customer informed of progress
• Responsible for proactive trend analysis to input into Problem Management processes to continue to reduce the volume of incidents impacting colleagues
• Work collaboratively within your team and across the wider IT function to ensure IT operates effectively within the COO function delivering service excellence for Rathbones as a Group.
• Contribute to ensuring that ITs vision to be “the firm’s Technology partner - providing sustainable services that enable the business strategy” is delivered, within the operating and design principles agreed.
• Validate the classification of incidents, adjusting the priority and impact where necessary in consultation with the relevant Service Subject Matter Expert to ensure effective management of incidents & incident management, and provision of service requests.
• Responsible for the current Business Applications, ensuring they are used in the most appropriate way to support the business, using resources optimally whilst minimising operational interruptions.
• Operation of systems in alignment with company and IT policies.
• Provide guidance and oversight on IT initiatives and CSIs and assist in driving a continuous improvement culture within the team and across the wider IT department.
• Support shift roster to ensure the function is appropriately resourced.

About you

If you meet some of these criteria and are excited about the role, we encourage you to apply

• Excellent customer service skills.
• Ability to work under pressure as well as result oriented.
• Analytical thinker with strong trouble shooting and problem-solving skills
• Strong foundation skills in relation to operating and maintaining a range of technical systems
• Strong written skills required to produce documentation that is concise and accurate, with an ability
• Excellent verbal communication skills with the ability to communicate with a varying level of stakeholders both IT and business to develop strong professional relationships.
• Strong Service focus, looking to increase benefit to internal customers and clients through service excellence.
• A proactive and structured approach to continuous improvement.
• A structured approach to problem solving and issue resolution.
• Excellent organisational and administrative skills.
• An understanding of the wider technology and application landscape, including cloud infrastructures and emerging technologies.
• Team working – actively seek to build constructive relationships with other teams & colleagues and develop trust and respect.
• Results driven – completes what is started (on-time, to quality and within budget).
• Acts with integrity, sets high standards for themselves to influence a culture of high expectation and performance.
• Able to flex approach/style.
• Must be a self-starter, a team player, and be able to multi-task in a fast-paced environment.
• Professional experience and qualifications
• Strong foundation skills in relation to operating, maintaining and/or designing a range of applications
• Strong Service focus, looking to increase benefit to internal customers and clients through service excellence
• A proactive and structured approach to continuous improvement
• Strong verbal and written skills required