Technical Operations Engineer

Do you want to be help enrich the lives of learners worldwide?

At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector supporting over 10 million students around the world. We work with 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes worldwide.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification, we partner with schools, examination boards, central governments and other professional institutions, to enrich the lives of learners.

The Technical Operations (TOps) team focuses on RM Assessment’s e-assessment software products. Based in our offices across the UK, India and Australia, the team is responsible for the operational delivery of the associated services. The team has a strong technical background and is responsible for pro-active monitoring and service improvement as well as dealing with customer support escalations for services across a variety of platforms and technologies.

Reporting to the TOps UK Team Lead, the Technical Operations (TOps) Engineer will be responsible for building, managing, and maintaining our Azure and AWS cloud hosted solutions including the deployment and third line support of our in house developed applications.

You will join an existing team of eight engineers in the UK and be part of the wider Technical Operations team made up of around eighty engineers based in India, Australia and the UK.

Working with Customer Support teams, Technical Architects and Application Developers you will play a crucial role in ensuring that we deliver an exceptional customer experience.

This role will require flexible working patterns to cover extended working hours which may include up to 10pm Monday to Sunday.

Responsibilities

• Application Support – provide 3rd line support for our in house developed applications. This will include resolving incidents escalated by our first- and second-line support teams and where appropriate liaising with our development teams to identify application defects and applying workarounds. The application support role also includes deploying application updates, patches and hotfixes.
• Availability Management - oversee the hosting and platform service to ensure compliance with our availability and performance SLA commitments.
• This will include ensuring event logs, error logs and alerts are proactively monitored and responded to mitigate the risk of a service issue.In the event of a platform or hosting issue provide technical expertise and leadership to provide the fastest possible recovery of service.
• Continual Service Improvement – Ensure that the tools, products and skills associated with hosting and service delivery are constantly challenged and updated. Research industry best practice and contribute to the CSI programme within Technical Operations team.Represent Technical Operations in other CSI programmes and provide technical assistance and guidance as required.
• Team Support & Knowledge Transfer Drive knowledge development throughout the team to ensure that operational knowledge and skills are spread throughout the team.

This team sits in a department of over 80 heads across TOps and PE in all regions. TOps and PE support 40 live customers across e-marking and e-assessment, with an ambitious growth plan.

A TOps Engineer will be expected to work closely with internal customers at all levels within the organisation who develop, support or maintain the hosted applications.

The engineer will have a direct impact on RM’s customers through enhanced system performance and reliability. This role does not involve budget or cost management or line management

Experience

Essential:

• Demonstrable Customer Service skills, and ability to act as escalation point.
• Time management skills: ability to understand business impact and prioritise tasks accordingly.
• Outstanding interpersonal skills, a highly personable, engaging approach and a strong alignment to RM's core values: Customer success, high standards, respect for others, innovation, openness and enjoyment at work.
• Proven problem-solving skills: ability undertake complex root cause analysis and create customer facing and internal reports and recommendations.
• Experience of supporting internal and client-facing cloud-hosted applications.
• Experience of supporting production-grade environments in AWS and/or Azure.
• Experience of supporting Microsoft SQL and/or Postgres databases and writing complex queries.

Desirable:

• Strong working knowledge of core AWS services (including EC2, ECS, RDS, CloudFront) and/or core Azure services (including Windows VMs/IIS, AKS, SQL).
• Good working knowledge of network configuration in AWS and/or Azure.
• Good working knowledge of following products: Gitlab CI/CD, Azure DevOps, Docker, Terraform, Bash, Packer, Ansible.
• Experience using and maintaining Terraform/Ansible scripts for build/deploy of AWS and/or Azure environments.

What’s in it for you?

At RM we have "My Work Blend @RM" which provides office-based colleagues with multi location and hybrid working options to suit them. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working.

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work. We also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com.

Unfortunately, we are unable to offer sponsorship for this role.