Systems Engineer

Description
Xylem 'zīləm
1) The tissue in plants that brings water upward from the roots;
2) a leading global water technology company.
Xylem, a leading global water technology company dedicated to solving the world's most challenging water issues. Xylem is the leading global provider of efficient, innovative and sustainable water technologies improving the way water is used, managed, conserved and re-used. Our international team is unified in a common purpose: creating advanced technology and other trusted solutions to solve the world's water challenges. We are committed to creating an organization of inclusion and diversity, where everyone feels involved, respected, valued and connected, and where everyone is free to bring their authentic selves and ideas.
If you are excited and passionate about helping us #letssolvewater, we want to hear from you! For more information, please visit us at
www.xylem.com .
The Systems Engineer is a key part of the Service Operations team, providing 3rd line technical support for our FlexNet Smart Metering solution. They are responsible for supporting our partner, Arqiva, in the provision of a large-scale, smart metering radio communications solution on behalf of UK water utilities and the UK Government. In addition, they are responsible for providing support for Sensus products, including water meters, with several customers in the EMEA region.
The Service Operations team works with processes that follow ITIL framework methodology to deliver high quality service to our customers and partners. The Systems Engineer will need to be comfortable with working within service driven processes to strict SLAs and demonstrate that they can prioritise their work accordingly.
This role works closely with the Customer Support team in the UK and also with the 4th line support team, firmware and software R&D teams based in the US and Germany.
The capability to gain UK Security Clearance is essential for this role; applicants must have been UK resident for a minimum of 5 years and be willing to undergo this process.
Responsibilities
Technical support and consultancy for the Sensus smart metering infrastructure components
Work closely with the Service Desk to understand ticket severity and prioritise accordingly
Troubleshoot incidents and provide resolution guidance where possible
Adhere to agreed SLAs and OLAs for remote diagnostics, customer updates, ticket escalation and resolution
Escalate to 4th line as required, providing details of initial analysis and diagnostics already undertaken
Raise defect records for the development team with all supporting information and step-by-step instructions to recreate the fault
Perform root cause analysis of problems and document findings in technical reports to be provided to our network partner and Sensus Management Team
Provide feedback into continual improvement of Service Operations practices and processes
Maintain Engineering knowledge base articles and actively participate in knowledge sharing within the Service Operations team
Participate in an on-call rota to provide out-of-hours support, typically 1 week in 4
Skills/Qualifications/Experience
Experience of providing technical application support
Demonstrable high integrity and ethical standards
Excellent knowledge of supporting applications on a Red Hat Enterprise Linux platform
Ability to fault find and diagnose diverse interconnected enterprise applications
Application support of Java applications
Knowledge of Enterprise Message Brokers, specifically Apache-MQ
Experience of build automation software such as Ansible and/or Puppet
Use of source code repositories Git, SVN, etc.
Appreciation of virtualisation and containerisation software such as VMWare, Docker and/or Kubernetes
Experience of using and supporting Android devices
SQL scripting knowledge
MS SQL database administration experience - advantageous, but not essential
Successful candidate will be required to pass UK Security Vetting (SC)
Why Work at Xylem!
We offer you a creative and international environment where you get the opportunity to focus on your personal and professional development together with committed and helpful colleagues. Engage as a volunteer through Xylem's business program for community initiatives Xylem Watermark: www.xylemwatermark.com.
Everyone's equal value
We want people, regardless of skin colour, age, disability, sexual orientation, and gender identity, to feel at home, not just at Xylem, but everywhere in the world. For us, diversity, equality, and inclusion mean more than just a policy or a set of methods. Diversity, equality, and inclusion are fundamental parts of our corporate culture and a key to long-term growth.
Feel free to visit us at www.xylem.com
Application We look forward to receiving your application in English. Please note that we will be interviewing continuously, which means that we may close the application process if we find the right candidate.
If you have any questions regarding this position, please contact Recruiter Kelsie Hill - [email protected]