As a consultant Systems Support Engineer, you will play a vital role in supporting the day-to-day operations of application systems. This role involves actively contributing to incident management and gaining exposure to DevOps practices. Your efforts will ensure the smooth functioning of systems, while providing opportunities to learn, grow, and assist in delivering impactful solutions to our clients.
Job responsibilities
- Respond to and acknowledge service management tool tickets, production incidents, emails, and calls within agreed SLAs.
- Conduct root cause analysis and resolve incidents through coding, development, or configuration within SLA timelines.
- Perform daily health checks on designated systems, ensuring optimal performance and stability.
- Monitor systems for potential maintenance opportunities and implement solutions proactively.
- Configure, modify configurations, reboot/refresh systems, and escalate unresolved issues to the Support Lead/Manager.
- Collaborate with the team to understand and address system functionality and underlying technical issues.
- Participate in shift rotations, including weekend and public holiday shifts, as per the agreed roster.
- Maintain high standards of system upkeep by addressing issues promptly and minimizing downtime.
- Contribute to system monitoring, maintenance, and reporting for improved operational efficiency.
- Support the team with on-call responsibilities as per client working hours.
Job qualifications
Technical Skills
- Minimum 2+ years of experience in the RUN phase of the application lifecycle.
- Proficiency in coding, development, and system analysis.
- Familiarity with cloud infrastructure is preferred.
- Basic understanding of logging and monitoring tools.
- Hands-on experience with service management tools (e.g., ServiceNow, Jira SD).
- Knowledge of software engineering principles and IT systems.
Professional Skills
- Strong analytical skills for issue diagnosis and root cause identification.
- Ability to grasp business flows and relate them to underlying technical systems.
- Proactive and detail-oriented approach to system maintenance and issue resolution.
- Flexible and adaptable to work in different shifts, including weekends and public holidays.
- Effective communication skills to liaise with team members and stakeholders.
- German language proficiency is a plus.
Other things to know
Learning & Development
There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys.
About Thoughtworks
Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who are revolutionizing tech. As a leading technology consultancy, we’re pushing boundaries through our purposeful and impactful work. For 30+ years, we’ve delivered extraordinary impact together with our clients by helping them solve complex business problems with technology as the differentiator. Bring your brilliant expertise and commitment for continuous learning to Thoughtworks. Together, let’s be extraordinary.
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