Job details

Application Support Engineer

Job reference: 000818

Location: Gloucester

Closing date: 04/12/2021

Department: National Security

​​​​​​​The Opportunity 

Service Support operations are locally managed from within the National Security BU where the majority of effort is directed, but they are a Roke function that supports the whole of the business. This function is headed up by a Support Service Delivery Manager who reports directly into the Head of Service.

As the Support Service Support Analyst you will directly contribute to the success of the National Security BU and our customer relationship. 

  • Maintain Developing CI Pipeline
  • Support deployment and integration or new API/UI components 
  • Maintain Dev / Ref /Live deployments
  • Administering and supporting of infrastructure for development
  • To provide our customer a high levels of confidence in our ability to meet support demands.
  • To be the Face of Roke within our client site and maintain a 1st class relationships with our clients and their employees. 
  • To provide on-site support in a timely manner and within agreed SLA’s
  • To work as part of a team and provide cover as necessary
  • Work with SDM on customer reporting and suggesting Service Improvements to our Support. 
  • Ensure all security measures are met on behalf of Roke and our clients.  
  • Supporting new deployment and planned outages

Key Responsibilities

  • Supporting day to day Incident/Request management for our client and their customers. 
  • Identification/Development of documentation for support of the deployed systems.  
  • Managing Incidents, Requests and Changes as required and within SLA.  
  • Working closely with the development teams on new software roll outs, making sure the customer environment remains stable.  
  • Build relationships with our client and their teams and play an active part in developing our Service offering.    

Your projects will be diverse – working with varying clients, across a number of sectors, using a range of skills. Consequently, we are looking for individuals able to work flexibly across projects in different domains. You might apply your skills to rapidly prototype new approaches & solutions. Equally, you may apply them to complement or advance existing solutions.

Why We Want You 

Education and Qualifications

  • ITIL V4 Foundation 
  • Linux DevOps qualifications

Skills & Experience

  • Linux Sys Admin
  • Deployed Clusters (~100 of servers)
  • Ansible
  • Bash
  • Docker
  • Kubernetes
  • Workflow coordination
  • ITSM Service Management Systems
  • Experience in the service support of low volume, high value, products and systems in a highly regulated environment
  • Experience in on-site support environments
  • Experience in working in customer environments in a matrix managed team
  • Experience of certificate management

Where will you be based?

Your work will typically be working from our client site near Gloucester with some remote working possible.  

Why You Should Join Us

We have a competitive salary and access to a number of additional flexible benefits, which will cover Health and Wellbeing, Savings and Protection & Life, Leisure and Entertainment. 

Roke has a great community of groups with shared interests. These enable people to share ideas and be passionate about tools, technologies & techniques, which interest them.

We are committed to a policy of Equal Opportunity, Diversity and Inclusion. Our working environment is friendly, creative and inclusive. We will consider flexible working arrangements and support a diverse work-force and those with additional needs.

Security Information 

Due to the nature of this position, we require you to be willing and eligible to achieve a minimum of Enhanced DV clearance. To qualify, you should be a British Citizen and have resided in the UK for the last 10 years. For more information about clearance eligibility, please see

High level clearance bonus is available and will be considered on application.