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About the Role
What’s in it for you?
This position is within our Production Systems Support function which manages our customer facing live services including Octopus Online (our customer portal), our corporate websites, our CRM systems and our core portfolio management systems.
We are currently completing our transition to a new cloud native and event driven architecture, utilising future proofing capabilities including microservices and APIs, providing an amazing opportunity for you to employ and optimise your skills in a recognised market leader in financial services.
The team:
Octopus Labs use the latest technology to build state of the art systems to support our business processes. Our team are constantly looking for new technologies, and people at all levels of the function are encouraged and expected to contribute with ideas on how we can improve our products. We embrace diversity and have people from a wide range of backgrounds working both in the UK and from countries around the world.
What will you be doing?
- Daily support and maintenance of production applications.
- Managing service requests assigned to the ticket queue, ensuring major incidents are prioritised and dealt with within SLA.
- Monitoring application performance and stability.
- Collaborating with relevant application product owners to improve support & communication.
- Providing ad-hoc specialist support for business systems implementations and projects.
- Coaching and mentoring junior members of the team on application support and stakeholder management.
- Identifying and recording underlying problems from recurring incidents and major incidents.
- Provision of technical advice and guidance to business users.
- Managing customer expectations by providing updates for resolution of problems or delivery of requirements.
- Creating and maintaining solution documentation to support business requirements.
Qualifications
Ideally, you’ll have:
- A good level of software & application support experience with exposure to ITIL fundamentals in an enterprise environment and experience using service ticket applications e.g JIRA, ServiceNow, FreshDesk.
- A good level of experience in Cloud-native environments, cloud platforms, and APIs, preferably on Azure.
- An understanding of the potential of microservices; even better, you have a working knowledge of this environment.
- Appreciation of automation and tooling to support application workflows and maintenance – PowerShell, Python.
- Ability to query relational databases – e.g., T-SQL.
- A good understanding of how applications are promoted from development into production and the key risk points impacting an application support operation – i.e., the SDLC.
- You love to solve problems - things happen and you're there to fix them in a way that provides an excellent customer experience, exceeding expectations.
We encourage you to apply even if you don’t tick every box. What’s the worst that can happen?
This role will evolve as we grow and develop. So, if you are looking for a challenge in a fast-paced and dynamic business, we can deliver on that.
What we offer
- A competitive salary, bonus, pension and share incentive plan.
- Untracked holiday.
- Hybrid working – three days in the office, two days from home.
- Anchor (our wellness hub) which includes Headspace, one to one coaching through Wellness Cloud, Digital GP, employee assistance program & more.
- Up to 6 months paid parental leave regardless of gender.
- Life insurance, critical illness cover and income protection.
- Private medical insurance for you and your family.
- Electric vehicle leasing.
- The option to work overseas up to a month per year.
Our Values
At our core, we believe that how a company behaves is just as important as what it does. That’s why we chose to become an accredited B Corp (the equivalent of a Fairtrade coffee stamp but for companies) and to change our Articles of Association so that the interests of all our stakeholders – employees, customers, communities, environment and shareholders – are considered in every decision we make.
We’re committed to creating a diverse and inclusive employee experience for all. We promote equal opportunities for growth and development regardless of race, gender, religion, sexual orientation, age, disability, or socio-economic background. We believe strongly that teams are at their best when every member of the team feels safe to bring their whole self to work.
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