Senior Engineer

Job Description

  • Position: Senior Engineer
  • Location: Harrow, London
  • Reports to: Support Manager
  • Overall purpose of job: To be responsible for provision and maintenance of Open Answers applications/infrastructure

Background

Open Answers (www.openanswers.co.uk) is a provider of premium quality digital technology services to blue chip customers and the public sector, specialising in cloud systems integration. Customers include British Airways, Camelot (National Lottery) and Channel 4 Television, along with technology vendors such as MuleSoft and Red Hat. We are passionate about creating business value through doing innovative and interesting things with technology. Our software powers business critical systems in areas as diverse as lottery ticket sales, TV broadcast and care industry regulation, to name but a few. Within our small but successful company you will have the opportunity to make the most of and enhance your skills, working as part of a great team.

Open Answers provides a happy, respectful and collaborative working environment and we give our employees the freedom to find innovative solutions for themselves. Working conditions are informal and un-corporate, there’s no dress code (unless meeting a customer); you’ll get to choose the Linux distro and environment that runs on your desktop.

Key responsibilities and accountabilities

  • Attain a good understanding of Open Answers networks and computing environments
  • Maintain an up to date awareness of all Open Answers Data Protection commitments and responsibilities that may relate to the estate to ensure that they are implemented
  • Provide hands-on technical support when required to investigate complex problems or incidents
  • Ensure customers receive high levels of professional service and support, leading to customer satisfaction and long-term customer relationships
  • Manage and take ownership of allocated tasks or projects whilst giving regular feedback on progress to stakeholders
  • Maintain and develop high levels of relevant, up to date, technical and behavioural skills, as required to fulfil Open Answers and customer expectations
  • Document and share knowledge with colleagues to enable them to perform their jobs efficiently and with confidence
  • Engage in day to day operations duties, ensuring that:
    • Monitoring alerts are addressed in a timely fashion, allowing potential issues to be resolved before they have an impact on customer-facing systems
    • Customer communications and support requests are responded to quickly and professionally to leave the customer confident that their issues are important to us and will be dealt with swiftly and thoroughly
    • Incidents are identified quickly and addressed by those with the most appropriate skill sets to achieve a speedy resolution
    • Routine maintenance and updates are kept up to required levels, correctly documented and implemented with a minimum of service disruption
    • Key knowledge built-up during day to day work is documented and disseminated to other staff members

  • Perform triage on the workload to prioritise the most critical jobs, whilst still maintaining progress against backlog
  • Support the production of management reports where required
  • Ensure that procedures are followed, maintained and tested in order to meet required levels of service quality to include:
    • Change Management
    • Version Control
    • Automated backups, and their integrity
    • Server and Application recovery, following critical failure
    • Disaster Recovery

  • Participate in planning and strategy meetings with clients as required
  • Promote and support all aspects of the Open Answers business
  • Participate in weekly early/late/on-call rota

Desirable technical skills

  • Server administration
    • LINUX
    • Windows
    • TCP/IP networking

  • Virtualisation and containerisation
    • Docker
    • AWS / Azure
    • Identity Management
    • LDAP / Active Directory

  • Scripting
    • Powershell
    • Python / Javascript

  • Configuration
    • Puppet / Ansible / AWS Cloud Formation

  • Development support
    • Jenkins
    • Nexus
    • Git / Subversion

If you would like to apply for this position, please visit our website and complete the online test. If you are successful we’ll get in touch with you to continue the application process.

 

What our customers are saying

Open Answers not only know what they're doing backwards but also genuinely care about their customers – that’s almost unique among the many IT vendors I've ever worked with.

CTO, Bloomberg New Energy Finance

Open Answers specialist skills and design experience, across all layers of the technology stack, have enabled Practical Law Company to grow its delivery capability to a global scale. Without hesitation, we would recommend Open Answers as the ‘go-to’ infrastructure experts.

CTO, Practical Law Company

Open Answers has supported our growth, thanks to their substantial experience in technology architecture. Their advice is highly respected and we value their independent viewpoint, especially in appraising complex situations.

IT Director, ASOS.com

Open Answers depth and breadth of Unix expertise provides Sun Microsystems with an excellent resource, from education to support and engineering.

Sustaining Engineering Manager, Sun Microsystems

Open Answers managed services deliver high quality solutions at an affordable price point. Critically, the company has a depth of technical expertise that ensures continual high performance and high availability of business critical websites.

Xerox

Open Answers continues to deliver vital technical skills that support the development of innovative, business critical web sites across British Airways.

Technical Manager eBusiness, British Airways

Open Answers experience in developing and supporting complex Unix based environments enabled us to rapidly create the dynamic www.national-lottery.co.uk site and deliver interactive online play to our customers.

Chief Architect, Camelot Group

Open Answers have always provided AirMiles with a top-quality, reliable service covering the whole spectrum from development work to hosting and operations. Knowing that the web-site is in your hand is one less thing to worry about.

IT Services Manager, Air Miles Travel Promotions

Open Answers managed firewall service delivers both the performance and high availability required by an international organisation which relies considerably on communications.

C.B. Richard Ellis