Overview
Would you like to help enrich the lives of learners around the world
RM India (RM Education Solutions India Private Limited)is the India Delivery Center for UK based RM Plc. A leading supplier of technology and resources to the education sector, RM India helps deliver great education products and services that help teachers to teach and learners to learn. Our mission is to achieve growth by improving life chances of people. At RM India, we are driven by the potential of our business to touch lives and shape the future.
At RM, we've been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 20 million students and improving educational 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, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.
RM operates through three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).
Visit us here to find out more: www.rmindia.co.in
We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.
Responsibilities
The App Support Engineer is situated within the Software DevOps team within Product Development and is focussed on the RM SafetyNet web filtering product, though they may also work on issues related to other products. They will have a strong technical background and are responsible for dealing with issues and incidents related to the software service.
App Support Engineers diagnose, and where possible resolve issues with the software service. They use their experience diagnosing and resolving issues to identify opportunities for tooling and monitoring improvements delivered by the DevOps team. They use their detailed knowledge of the service to input into product development to improve software architecture, application performance, and platform support and maintainability.
- Reactive Support
- Engagement with support teams across the business and direct with customers to provide 4th line / application support to resolve incidents or deliver data change requests for hosted applications developed by the development teams as well as other products that form part of the live service.
- Escalate issues, if required, to the Product Owner, Lead Architect or DevOps Lead.
- Identify root cause issues (and fixes if possible).
- Continual Service Improvement
- Identify candidates and opportunities for tooling and monitoring improvements
- Team Support & Knowledge Transfer
- Drive knowledge development throughout the team to ensure that operational knowledge and skills are spread throughout the team.
- Stay up to date with industry trends and emerging technologies related to application support technologies and practices
Experience
7+ yrs experience
You Will Have Proven Experience Of
- Successfully working in a similar application support role
- Supporting applications running in Microsoft Azure environments
- Analysing problems and implementing solutions to deliver timely resolution to incidents, support escalations and change requests
- Identifying trends, diagnosing issues from logging and performance data, making use of a variety of querying approaches and languages, and statistical techniques
- Windows and Linux system administration and architecture
- Scripting and software development
- Network infrastructure troubleshooting, administration and architecture
- Communicating with customers; using precise language and questioning to understand the symptoms and scope of issues.
You Will Be
- Able to demonstrate an accurate, thorough understanding of customer needs and issues, and accurately prioritise issues
- Able to form a hypothesis and devise meaningful tests designed to systematically rule out possible causes of issues, and communicate the tests (and the reasons for them) to customers with varying levels of technical understanding
- Able to positively and empathetically work with customers who may be under considerable pressure
- Able to work through code, in languages you may not be familiar with, to identify potential issues
- Able to apply statistical techniques and analysis to e.g. logging data, to drive diagnostics
- Able to adapt yourself to work with technologies you are not familiar with, to research and train yourself as and when the need arises
You Will Have
- Experience writing, debugging, and diagnosing issues in C#, SQL, PowerShell, JS (including node.js), C++, and self-adapting to new languages
- Experience scripting in SQL, PowerShell
- Strong networking knowledge and experience including:
- HTTP/S, TCP/IP, DNS, RADIUS
- Proxies and transparent proxies, firewalls, Squid, and load balancers
- Experience of Linux admin including log grepping and performance monitoring
- Technical and operational knowledge of hosting software in Azure (app service, function apps, and Kubernetes)
- Experience of monitoring and logging tools such as Icinga, App Insights and Log Analytics, and the KQL/Kusto querying language
- Working with Azure AD, Microsoft 365 and/or Google Workspace (advantageous)
- Experience with Redis
- A good working understanding of data protection and GDPR
What's in it for you
At RM My Work Blend @RM 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 alternative locations, and with flexibility of hours, as appropriate to the role. 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 our core benefits package includes Group Health Insurance, Group Personal Accident, Group Term Life Insurance, Doctor consultation reimbursement, annually, Medical reimbursement, monthly/Qtry/Annual Rewards & Recognition program, Annual Salary Review & Bonus payouts, Children's Education Assistance Subsidy, Summer Vacation Scheme, Staff Children Engagement Programme, Knowledge Acquisition Subsidy, Transportation Subsidy, Birthday & Marriage gifts and Subsidized Technopark Club Membership. RM India also has a comprehensive Rewards & recognition program to recognize and reward employees. 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 [Confidential Information]
