Freelance opdracht: Technical Application Support Engineer (CMDB) (QR5018) 

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Rijswijk, ZH, Nederland


Technical Application Support Engineer (CMDB) (QR5018) 





Beheer & Techniek





Amsterdam, NH

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Omschrijving opdracht

Functie: Technical Application Support Engineer (CMDB) (QR5018) 
Start: 1-11-2017, 36 uur per week 
Periode: 6 mnd+ 
Omgeving: Amsterdam 
For our client in Amsterdam we are looking for Operations Engineers to perform the role of Technical Application Support. In this role you will work in the xxx DevOps team/squad, reporting to the Team Manager.
Who are you?
You are a driven IT specialist with excellent analytical skills. 
You are ambitious with what you want you and your DevOps team to achieve, and you bring positive energy to the team. 
You have very good social and communication skills. 
You feel a personal responsibility for the quality of your application and its reliability, and you work together with your colleagues across your domain and from others, including the infrastructure colleagues, to continuously improve how you work, the applications you support, and business agility. 
You recognise problems and work to solve them by yourself and with other collegues. 
You have a 24x7 mindset, and are willing to participate in a stand by shift, knowing that the company operates a 24x7 business for its customers.
The Operations Engineer Role

The Operations Engineer will actively monitor, manage, study, test, and run the application, noting the detailed technical behaviour and performance across all aspects of the Application to proactively identify and prevent operational problems. The Operations Engineer is expected to understand the detailed workflow of the Application, expected transactional volumes and the detailed technical behaviour of Application Servers and Databases. The Operations Engineer will participate in the team's Scrum processes as necessary.
The Operations Engineer's primary responsibility is to ensure the operational stability, integrity, and availability of the Application at all times.  You will typically proactively identify Application and system related problems. You will assume leadership of your DevOps team when an Incident occurs and your Application has an outage or is part of a Major Incident that affects the operation of your Application. When your Application is in maintenance mode (where there are no changes happening), your role is the only role required to keep the Application running.
What will you do? What are you responsible for?
- Deploying and running a Production system, and provide Level 2 support for your Application.
- Specifying, creating, and executing the Performance and Operational Acceptance Tests including 
  High Availability and Disaster Recovery Tests, with the support of the Dev Engineer.
- Specifying, creating, testing and deploying the runtime scripts (e.g. stop/start/purge/backup).
- Specifying, testing and executing deployment and roll-back scripts.
- Configuring and implementing Monitoring Tooling to enable 24x7 monitoring by the Master Control 
  Room (MCR) using appropriate Event Alerts, agreed with the MCR.
- Understanding the detailed technical behaviour of your system under normal and peak loads.
- Understanding any expected changes in behaviour after a specific Release, and taking appropriate 
  action if actual behaviour is not in line with what was expected.
- Understanding the behaviour of your Application in failure scenarios, and driving improvements in 
  line with Reliability objectives.
- Understanding and monitoring the entire technology stack your Application is running on.
- Understanding how your Application fits into the overall chain(s) of systems that implement 
  business processes, and working with your "chain neighbour" teams where necessary to improve 
  reliability, efficiency and simplicity.
- Ensuring your team and your Application fully support implementation of the Service Transition and 
  Service Operations ITIL processes.
Detailed Operational Engineer Role Description:
You are responsible for monitoring your system, the Interfaces your Application relies upon and the Interfaces you provide to other Applications. You are responsible for deploying, configuring and maintaining approved Monitoring Tools and methods. You will ensure the monitored information is appropriately integrated with the Incident Management System and available to the Master Control Room for Incident Management.  You will set appropriate alert thresholds and fine-tune them over time as required, both for Logical health monitoring (response times, error logs, request rates, slow or expensive database queries etc.) and Technical health monitoring (CPU load, memory commitments, DB schema health etc.)
Incident Management
You are responsible for Level 2 support of your system, responsible for resolving Incidents as they arise, in line with Incident Management processes.
Problem Management
You are responsible for drafting stories (with test criteria) to resolve problems found during incidents, and ensuring that those stories are placed on the backlog.
Change Management

You are responsible for ensuring that changes to your system are made in accordance with ING's Change Management processes. You will ensure that all changes are reflected in the appropriate version control and configuration management systems.
You will work to continuously improve the automation of deployment and operations tools and activities, ensuring that the testing, deployment and housekeeping (including backups) jobs are completely automated and as efficient as possible. You will pay particular attention to scalability, resilience, deployment and rollback testing.
Capacity Management
You are responsible for ensuring the system capacity meets current and future business requirements in a cost-effective manner, proactively modelling trends and comparing with planned capacity changes for the future. You will ensure that capacity changes are implemented, tested, and deployed prior to capacity needs becoming an issue.
Lifecycle Management
Working with the Application Middleware Support Team, you are responsible for ensuring all hardware and software within your system is suitably up-to-date, patched, supportable, secure, and current. You will ensure that all elements of your system (such as hardware) are suitably scaled, specified and up-to-date for the foreseeable future. You are responsible for the accurate maintenance of your Application's components in the Configuration Management database (CMDB).
You are responsible for implementing policies to ensure that your system is secure at the Operating System, Database and Application Server level. You are responsible for alerting your Manager and/or Information Security if you suspect a security breach has been attempted, even if it was unsuccessful. You are responsible for managing the firewall requirements of your Application and ensuring they are documented and correctly implemented by the Network Infrastructure teams. You are responsible for the definition, audit and verification of system-level access to your Application.
Your Customer will define the required level of reliability. You must ensure that your system is deployed to meet this level of reliability on the correct infrastructure (e.g. there may be a need to have a Highly Available (HA) system, or a hot standby Disaster Recovery (DR) system). You need to prove, by regularly testing, that such HA or DR solutions work reliably.
Training and Knowledge
You are responsible for learning how to do your role described above. You are responsible for asking for training help from your manager if this is needed. You are responsible for pro-actively reading, and learning from, articles on the Internet, your peers and colleagues. You are responsible for helping your colleagues to learn, and to share your knowledge with others by documenting your knowledge on the corporate wiki and sharing with specialist teams (eg Security, Monitoring) as appropriate
Core skills and experience
You have worked with and understand multi-tier applications, and typically will have strong knowledge of databases, operating systems and application servers. 
You can programme in at least one scripting language, and are familiar with current software development practises and with automation of test and deployment. 
You have a good command of English, spoken and written.