Platform Support Engineer

The Platform Support team is responsible for providing support to internal and external users of our bespoke applications and the platform which hosts and enables them. The primary role of the team is to support users via escalations from the Service Desk when issues are reported, but additionally to proactively monitor and manage the platform and application estate to prevent incidents from occurring., The main responsibilities of the Platform Support Engineer are:

• Responding to incident escalations and monitoring alerts, providing support in any outages affecting SIS products or platforms.


• Supporting SIS' bespoke application estate, consisting of mostly Java applications with a smaller subset of .Net applications including front-end web applications.


• Supporting the Major Incident Review process by identifying the underlying root cause for service affecting incidents, working with other teams within Technology, Software Engineering, Cloud Platform and Infrastructure.


• Manage escalations to third party suppliers and seeing escalated issues through to resolution.


• Providing proactive fixes based of monitoring events; clearing log files on production servers outside of office hours, clearing message build up from stale queues.


• Implementing monitoring and observability of our applications.


• Performing Operational Acceptance testing (OAT) of any new or changed services coming into Technology Operations from either our internal development teams or third parties.


• Updating and maintaining a service knowledge base.


• Providing support for SIS' core message orientated middleware platforms, IBM MQ, Apache Artemis, and Red Hat AMQ.


• Supporting Microsoft Azure PaaS services including, Service Bus, Azure Kubernetes Service (AKS) and Azure Cache for Redis., The role is based in either MediaCityUK or Milton Keynes (hybrid working arrangement requiring minimum of 2 office days per week) on a 37.5 hours per week working pattern. The need for out of hours support is needed on an ad hoc basis due to the nature of support in a 24/7 business model.
  
  Essential


• Previous experience working in a Platform or Application support role, or similar.


• Familiarity with public cloud platforms (particularly Microsoft Azure) and cloud computing concepts.


• Experience working with development teams and accepting applications into support.


• A good understanding of Linux from navigating the file system to setting up scheduled jobs.


• Problem solving and logical mindset with the ability to analyse problems in applications and cloud infrastructure.


• A passion for personal development, always looking at new technologies and how they work.


• Excellent documentation skills.


• Able to work effectively either in a team or alone, keeping service tickets up to date.


Highly Desirable

• Experience with the software development lifecycle and the tools used such as CI/CD pipelines.


• Knowledge of Red Hat AMQ, Apache Artemis, and IBM MQ.


• Working knowledge of networking technologies, such as routing and switching.


• Experience with automation tooling such as Ansible.


• Familiarity with Kubernetes and containerisation.


• Understanding of DevOps principles and the relationship between Development and Ops.


• Basic scripting experience in PowerShell, Python or Bash.


• Experience in using monitoring and observability tools, such as Prometheus and Grafana, configuring dashboards, setting up alerts, etc.


Desirable

• Experience in Agile and/or Scaled Agile Framework (SAFe) methodologies.


• Experience supporting Hazelcast Data Grid (IMDG)


• Experience with destructive application testing using testing tools such as JMeter


Qualities

• Comfortable working in a fast-paced environment


• Excellent communication skills


• Success-driven and customer orientated mindset


• Collaborative and pragmatic


• Excellent people skills


• Attention to detail in all aspects of work


Reporting Lines and Key Relationships

Sports Information Services (SIS) is the leading supplier of 24/7 content and data to betting and gaming operators globally. We provide a wide range of engaging content including horse and greyhound racing, virtual racing, live number draws and e-sports.