Senior Applications Operations Engineer

Job summary

Information about the Command

Digital, Data & Technology (DDaT), supports NCA operational commands with how we exploit data and to ensure the NCA uses the best technology platforms with the right tools and applications to further enable the NCA to protecting the public from serious and organised crime. We are responsible for defining and delivering our data and technology strategy, policy and architecture, and building and sustaining resilient services which are critical to our mission success.
The pace of change within the digital and tech world means we need to be agile and innovative in how we respond to threats while exploiting the opportunities this presents.

Information about the Business Area

Enterprise Services provides and manages the enterprise IT capabilities that support the NCA and its partners in delivering operational outcomes across the Serious and Organised Crime (SOC) system. Operating 24 hours a day, 7 days a week, all year round, the team ensures services are reliable, resilient, and available when they are needed most.

Working in partnership with suppliers, Enterprise Services maintains a strong focus on delivering cost-effective, high-quality services that meet current organisational needs while supporting ongoing transformation. The team leads the introduction of new services into live operation, ensuring they are implemented smoothly and deliver tangible value across the estate.

Enterprise Services plays a critical role in managing and driving the supply chain, enabling the NCA to remain agile and responsive, while building and sustaining a future-ready technology environment.

Job description

Role Summary

Senior Application Operations Engineers work within the TI (International) Engineering and DF Engineering teams, which form part of the Specialist Operational Services function. The Specialist Operational Services (SOS) team works within the wider DDaT Enterprise Services function and runs and maintains the NCAs most sensitive operationally focused front-line IT services.

The team is comprised of IT professionals, law enforcement and staff with a technology focused mind-set, willing to go that extra mile to achieve real world benefits for the UK. Together, we ensure that specialist services are fit for purpose, agile, delivered 24/7 and have a direct impact on the NCAs mission of protecting the public from serious and organised crime (SOC).

Through developing and provisioning of cutting edge technology services, the SOS function will enhance intelligence collection, surveillance and digital forensics capabilities to support the Agency’s fight against serious and organised crime.

The SOS function brings together Digital Forensics and Targeted Interception services which include International deployments. Additional teams and specialist services are also being identified to move into this Engineering function so the Agency is able to respond proactively to the changing nature of the SOC threats.

The Targeted Interception (TI) International Engineering function is responsible for deployment, configuration and support of hi-end technical capabilities including infrastructure, networking and software used within Integrated Communications Intelligence (ICI) department, wider policing partners including National Police Chiefs Council (NPCC) and Metropolitan Police Service (MPS) and overseas partners. Targeted Interception International Engineering leads on specifying, designing, developing, delivering and supporting new technical capabilities and for the requirements capture to make use of raw intelligence material for ICI and partners. Please note, due to the nature of this role, regular international travel will be required.

The Digital Forensics (DF) engineering function is responsible for deployment, configuration and support of hi-end digital forensics tools including infrastructure, networking and software used within the Investigations department and overseas partners. Please note, staff within DF Engineering will form part of an on-call rota.

The purpose of the Senior Applications Operations Engineer role is to ensure critical digital forensic and intelligence collection applications are delivered and maintained effectively to ensure they meet the NCAs evolving operational demands. Working in a small team of highly enthusiastic IT professional staff, transferring skills within the team will ensure we are better placed to look after the SOS networks to provide full critical support, upgrades, development and maintenance.

The role is responsible for:
Delivering 1st, 2nd and mainly 3rd line support of technical systems to a professional standard, adapting to and meeting user requirements; installing new hardware, installation and configuration of a mixture of Operating Systems including Windows Server 2019, 2019, 2022 and Windows 10, 11, virtual hardware (VMWare and Hyper-V) and the use of containerized technologies; maintaining and upgrading systems in line with technical requirements for business area. An understanding of network protocols would be beneficial.

Security is extremely important for all the services that SOS maintain, therefore systems must be maintained to ensure these systems are accreditable. This includes updating system high - and low - level designs and associated documentation.

Due to the nature of this role, travel between sites may be required. As such, a full, clean, UK Driving Licence is desirable.

This role aligns to Senior Application Operations Engineer within the Government Digital and Data career framework.

Person specification

• BAU Support - Help deliver 2nd and 3rd line support of the supported SOS systems to a professional standard, meeting user requirements, reacting to system problems to ensure continued availability of SOS systems within defined service levels. Support 1st and 2nd line functions if required to ensure the business can function as efficiently as possible.
• Installation of hardware - Installation of physical servers and storage systems to meet business requirements. Assistance in installation of desktop computers, screens and build/delivery of laptops where required.
• Installation of software - Installation, updating or upgrading of software including of support, asset management plus managing licensing requirements.
• Identification of obsolescence - Notification of obsolescence issues early in the hardware lifecycle to ensure funding and approvals are in place as early as possible, avoiding unnecessary system outages due to obsolescence.
• Creation and maintenance of system documentation - Create technical designs and ensure High and Low Level Designs (HLD/LLD) are maintained to an accurate level.
• Continual Improvement - Researching advances in technology to better meet business requirements with innovative solutions to meet business or technical problems.
• Client Image Build - Creation of client images including deployment and testing, using Windows Deployment Server or similar technologies.
• Patching and upgrades - Using standard IT tooling to deploy and test software patches.
• Configuration - Implementation of Group Policies for servers and clients to ensure the secure running and use of the systems.
• DHCP and DNS - Be able to deploy DHCP and DNS services, fault find these services in the event of a system p