Application Engineer

Job Summary:

The Application Engineer job is a technical job to manage day-to-day operations in cloud/data centers in all service delivery scenarios, primarily in regards to service requests, changes, incident and problem resolutions, and facilitation of second line support. 

The Application Engineer works closely with IT Stack and Database Engineers in Professional Services, and can work with Project Managers by being involved in service implementation as part of the project team and/or provide application support. 

Important skills for the Application Engineer are advanced technical and software application knowledge of services provided by Professional Services, as well as service management knowledge.

Responsibilities:

• Installation, configuration, troubleshooting, integration of end-to-end solution
• Documentation (project specific and internal) of end-to-end solution
• Resolution of incidents and problems
• Plan and execute changes, including coordination, planning and notification about changes
• Test changes, including coordination, planning and notification about changes
• Escalate incidents, problems and changes to R&D for third line support in timely manner when product changes or deeper analysis is needed
• Meet SLA targets and service operations KPIs
• Trigger problem tickets regarding monitoring and event management, such as incorrect or missing alerts
• Perform needed or on demand health checks of services/solutions
• Support Cloud & DC Manager with information to be used in capacity planning
• Inform Regional Head Service Delivery & Operations and Global Resource Coordinator when unplanned work will impact planned work
• Facilitate second line support / ticket handling / changes in collaboration with NOC
• Perform regular documentation of service operations activities and ensure knowledge sharing within Professional Services
• Maintain CMDB and knowledge base in accordance with processes and tools provided
• Announce and plan maintenance windows to ensure visibility for NOC to maintain the change calendar
• Provide technical input to Customer Service Manager in regards to incident and problem report creation
• Support Customer Service Managers in SLA reporting to customers in regards to solution and other KPIs
• Provide support to Customer Service Managers with input to maintain the service handbook and renewal of contracts
• Provide input to compliance and information security related reports requested from Information Security Manager and Service Quality Manager
• Provide input regarding future and continuous needs in regards to new investments to maintain existing and future services to Cloud & DC Manager and Regional Head Service Delivery & Operations
• Manage time in accordance with planned and assigned activities to ensure accuracy and quality in planning
• Follow Professional Services global policies, procedures and tools
• Meet compliance and information security requirements in Service Operations
• Evaluate, improve and add applicable work instructions
• Identify and address day to day continuous improvement activities towards Regional Service Quality Manager and/or supervisor for further action, related to tools, procedures and compliance fulfilment
• Timely and accurate time reporting

Qualifications:

Work Experience

• Minimum of 5 years of application experience in similar position
• Experience in R&D and IT
• Experience from incident and problem resolution as well as changes
• Experience from installation, configuration, troubleshooting, integration of software solutions
• Preferably Telecommunications and/or Payment industry experience
• Preferably experience of working across different cultures
• Software development experience
• Experience from working with automation/scripting related to software application

Skills and Competencies

• ITIL v3 foundation certification an asset
• Technical skillset in the software application area
• Ability to troubleshoot software
• Knowledge of complex software solutions
• Knowledge of relevant market technologies in secure environments
• Service specific knowledge related to payment, telecommunication and OEM solutions
• Knowledge of ITIL processes and Service Management
• Basic understanding of software development processes
• Ability to work under pressure
• Very organized and quality conscious
• Analytical thinking and problem-solving mentality
• Solution oriented mindset
• Being an excellent team player
• Drive for self-learning and improvement
• Ability to adapt to changes
• Ability to follow given processes, procedures and work instructions
• Strong verbal, written communications and listening skills
• Fluent written and spoken English
• Base level understanding of SQL databases (ideally Oracle)
• Experience with ticketing and monitoring systems
• Knowledge in Apache, Tomcat, Java applications
• Advanced technical skillset in the software application area
• Ability to integrate, install and configure software
• Technical ability to understand service portfolio and mobile technology in general
• Market trends (e.g. SaaS, Cloud, Virtualization, Digitalization)
• Knowledge of Ansible
• Knowledge of Kubernetes
• Knowledge of Docker
• Knowledge of Splunk
• Knowledge of Managed File Transfer software such as GoAnywhere

Education

• University degree in Computer Sciences, IT or related technical/engineering field

Working Conditions

• Ability to work in a team environment
• Limited travelling is required
• Ability to provide level 3 support after-hours
• Ability to work flexible hours and weekends to conduct maintenance and upgrades

Additional Information

*This job description is not intended to be all inclusive.  The candidate hired will also perform other reasonable related business duties as assigned by the supervisor.  The company reserves the right to revise or change job duties as needed.  This job description does not constitute a written or implied contract of employment.

Giesecke & Devrient Mobile Security Canada, Inc. is an equal opportunity employer and values diversity in its workforce, encouraging applications from all qualified individuals.

We are committed to fostering an inclusive and accessible environment as we work to build a workforce that reflects the diversity of the community in which we live, including those with disabilities. We provide accommodations in all parts of the hiring process in accordance with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. If you require any accommodation, we will work with you to meet your needs

By applying to this position, you are confirming you possess either a Canadian citizenship, permanent resident status or valid work permit.

Please note:  Reference Checks and Credit, Criminal Background Checks will be administered on suitably qualified candidates. Your application will be kept on file for up to two years.  

Giesecke + Devrient Mobile Security Canada Inc. is an equal opportunity employer and values diversity in its workforce, encouraging applications from all qualified individuals. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you would like to contact us, please contact Human Resources at careers.gdsci@gi-de.com