Service Systems Engineer

About the role

An established technology organisation is seeking a Service Systems Engineer to support and maintain mission-critical CAD and Control Room solutions used by Emergency Services customers.

Working within a Service Engineering function, you will provide advanced technical support, investigate complex incidents, perform root cause analysis, implement changes and work closely with customers to ensure the continued availability and performance of operational systems.

You will act as a technical escalation point for CAD-related issues and collaborate with development, project and third-party teams to resolve problems and deliver service improvements. The role covers CAD-related services across both on-premise and Azure cloud application environments .

Key responsibilities

• Provide advanced troubleshooting and support for live CAD systems in mission-critical public safety environments.
• Investigate and resolve complex CAD application issues affecting incident management, mobilisation, mapping, geospatial services and external interfaces.
• Lead technical investigations during major incidents and act as an escalation point for operational issues.
• Analyse application, infrastructure, database and integration logs to identify root causes and implement permanent fixes.
• Support Azure cloud application services, including Azure App Services, application hosting, monitoring, configuration and service availability.
• Support and maintain integrations with telephony, radio, Airwave, GIS, mobilising, messaging and third-party systems.
• Work directly with customers during incidents, service reviews and technical workshops.
• Perform root cause analysis (RCA) and contribute to problem management activities.
• Develop and implement changes while ensuring technical governance and service continuity.
• Provide technical leadership and recommendations during service-impacting incidents and customer escalations.

About you

You will ideally have:

• Experience supporting operational CAD or Control Room systems within a Public Safety environment.
• Experience with Azure cloud services and application hosting, ideally including Azure App Services, monitoring, networking and troubleshooting.
• Strong troubleshooting and fault-finding skills across applications, databases, infrastructure and integrations.
• Experience analysing logs, system events and performance data to diagnose complex issues.
• Working knowledge of Microsoft SQL Server, database queries and data analysis.
• Linux experience.
• Knowledge of public safety workflows, including call handling, dispatch, mobilisation and incident management.
• Experience supporting mission-critical systems where service availability is essential.
• Strong customer-facing communication skills and the ability to lead technical discussions.

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