Support Engineer Apprentice (Bango.net Limited)

Short Description

App developers, stores and payment providers cross the threshold into the Bango ecosystem to converge, grow and thrive. By bringing businesses together and powering e-commerce with unique data-driven insights, Bango delivers new business opportunities and new dimensions of growth for customers around the world. Being inside the Bango circle means global merchants including Amazon, Google and Microsoft can work together with payment partners from Africa to the Americas, accelerating the performance of everyone on the inside. Bango. Think inside the circle.

Full Description

The Role

Monday - Friday 0900-1730 (Worked in office (study days can be from home)

With a passion for learning and a ‘can do’ attitude you will join a team that monitors and maintains the Bango environment. Bango utilise a wide range of cutting-edge technologies to deliver its services and is actively scaling its operation on a global basis to support its growth. Working for Bango you will have high personal integrity, honesty, reliability, and dedication.

• Provide level 2 technical support to all Bango Partners, demonstrating a customer focused attitude and technical expertise within the Bango systems.
• Work closely with first level, acting as a mentor, to ensure BAU tasks can be fully absorbed by 1st line engineers and therefore covered 24/7.
• Provides documented guides and technical workshops to peers to ensure appropriate knowledge sharing.
• Key role during incidents, including diagnosis, troubleshooting, root cause identification, service restoration, clean up activities and implementation of preventative measures as well as internal and external communications (Either directly or via escalation).
• Responsible for the completion of OIR reports for Major Incidents.
• Pro-active approach towards development/Implementation of working tools, workaround processes and automations to ensure effective management of the Bango environment.
• Work closely across functions (including Engineering, Delivery, Finance and other Bango teams) to seek support when needed, ensuring priorities are aligned and SLA’s are met.
• Responsible for documenting and implementing internal change requests within the operations team including full test plan. (i.e. certificate rotations)
• Keeping stakeholders updated regarding any complex ongoing change, activity or incident affecting the service in line with contracted SLA’s.
• Partner onboarding – configuration tasks for existing and new customers joining the Bango platform.
• Monitoring set up and configuration, and regular thresholds review with first line team to ensure reduction on false alarms as well as effective platform monitoring.
• Attend and participate in customer scheduled meetings to assist / troubleshoot live issues when needed (e2e testing)
• Reporting and reconciliation activities to diagnose potential operational issues causing records alignment.

Training Provided

Firebrand’s sector-leading Level 4 Dev Ops Engineer (L4DO) Apprenticeship Programme develops apprentices to understand the concept of DevOps and how the practice is implemented throughout the development lifecycle.

Apprentices will learn how to integrate automatic security controls into DevOps processes and tools, including testing processes as part of a CI/CD pipeline for a successful DevOps implementation.

Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors.

Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Dev

Ops Engineer apprenticeship

• BCS Level 4 Diploma in Software Development Methodologies
• BCS Foundation Level Certificate in DevOps
• CSA Certificate of Cloud Security Knowledge
• AWS Certified DevOps Engineer Or
• Microsoft Certified Azure DevOps Engineer

Key areas covered are

• Programming in Python
• Test Driven Deployment
• Continuous Integration and Deployment
• General purpose programming
• Infrastructure-as-code
• Scripting & API’s

Skills Required

Essentials

• Minimum of 2 year’s experience in a technical support / NOC environment
• Working knowledge of SLA’s
• Experience of analysing data within a SQL database
• Proven track record of troubleshooting technical issues / complex problem solving
• High standard organisational skills and exceptional attention to detail
• Excellent oral and written communication skills with both technical and non-technical audience
• Proven track record of learning new technologies including employer specific software
• Level head, calm and clear thinking, open minded and flexible
• While travelling is not an essential part of the role, it might be required from time to time.

Ability to understand complex concepts and systems

Exceptional Computer Literacy

Desirables

• Experience acting as a service delivery manager or supplier manager
• Support of a web-based internet service operating in a ‘real time’ mission critical environment.
• Basic knowledge of SQL
• Basic Knowledge of NoSQL DB’s (MongoDB)
• Knowledge on other scripting language such as PowerShell / Python
• Experience of Windows Server, web servers, and a basic knowledge of .Net
• Experience on AWS cloud services
• Experience of virtualisation, security or SAN
• Experience in performing maintenance, monitoring, and optimization
• Good working knowledge of data security and protection

Personal Qualities

• Willingness to learn
• Transparent
• Detail orientated

Qualifications Required

:• GCSEs grades A*-C/9-4 or equivalent (including English

Language and Maths)

Future Prospects

This will be a permanent role on completion of apprenticeship.