Senior Engineer – App Support

We are M&G Global Services Private Limited (formerly known as 10FA India Private Limited, and prior to that Prudential Global Services Private Limited). We are a fully owned subsidiary of the M&G plc group of companies, operating as a Global Capability Centre providing a range of value adding services to the Group since 2003. At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.

M&G Global Services has rapidly transformed itself into a powerhouse of capability that is playing an important role in M&G plc's ambition to be the best loved and most successful savings and investments company in the world.

Our diversified service offerings extending from Digital Services (Digital Engineering, AI, Advanced Analytics, RPA, and BI & Insights), Business Transformation, Management Consulting & Strategy, Finance, Actuarial, Quants, Research, Information Technology, Customer Service, Risk & Compliance and Audit provide our people with exciting career growth opportunities. Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

Accountabilities/Responsibilities

• Act as a technical support SME of the Corp systems real estate, and coordinate with business to ensure technical requirements are understood and passed onto the vendor application support teams.
• Assist the support team for any application upgrade, certificate renewal for Corp system applications as per the business requirements.
• Identify automation opportunities, should be able plan & execute independently.
• Support key ITIL process including Incident, Problem & Change management in an application Production environment.
• Represent CFT platform team in weekly, monthly & quarterly connects with 3rd party vendors in absence of Platform Lead.
• Help the Platform lead & business owners for any activities related to Third party oversight & governance.
• Help the Platform Lead onboarding new application into Corporate systems Production support.
• Help in adherence to organisations Risk & Controls requirements
• Assist the platform lead for any ad hoc activities related to a new project, transition & governance.

Competence / Experience / Skills required

• Experience in Azure DevOps – Build CI/CD pipelines Azure SQL  DB etc
• Experience of working in secured Azure environments using Azure Key Vaults, Service Principals, and Managed Identities
• Good knowledge in Service support and IT Service management in a production environment.
• Experience of 3rd Party vendor management , transition management & Release Management.
• Cloud based / SaaS application Production support experience.
• Basics of Windows Services and Application Services
• Prior Technical exposure to -JavaScript, MS Workflows, Structured Query language (SQL), JIRA.
• Exposure across all the SDLC process, including testing and deployment.
• Experience of supporting GRC (Governance Risk and Compliance) Applications.
• Knowledge of Service Now is essential.
• Knowledge of DR, Monitoring, Capacity Management and other support processes essential.
• Knowledge of project lifecycles beneficial.
• Well organised, good attention to detail and able to plan workload effectively.
• Personable and able to build strong working relationships with IT and Business areas.
• Pro-active and be able to anticipate and resolve issues.
• Willingness to learn and develop within the organisation.
• Motivated individual who is able to be flexible within a changing and evolving organisation.
• Capable of liaising confidently with senior management, sponsors and senior stakeholders.
• Able to influence the solution, business users and sponsors
• Challenges, drives change and proactively realises opportunities for improvement
• Builds and maintains a network of contacts within the business, developing relationships and utilising them to produce positive delivery
• Shows resolve and flexibility to achieve successful results despite setbacks or obstacles, maintaining composure in difficult situations
• Able to investigate issues thoroughly and find suitable resolutions.
• Excellent reporting & documentation skills

Key Stakeholder Management

Internal

• UK Corporate Functions technology
• M&G Risk & compliance
• M&G Corporate Functions

External

• Software Suppliers
• External Consultants

Knowledge, Skills, Experience & Educational Qualification

Knowledge & Skills:

• Azure fundamentals, Azure DevOps,
• ITIL Intermediate & above
• Basics of Windows Services and Application Services,
• JavaScript, MS Workflows,
• Release Management,
• Structured Query language (SQL),
• JIRA
• Power BI Report
• Confidence & excellent communication

Experience:

• Overall 5-6 years of experience in Application Production support. 1 plus years as a techno functional  Team Lead.

Educational Qualification:

• Graduate. Preferably with qualification in Computer Science, Data Science, Engineering or related discipline
• ITIL Foundation (Needed)
• Microsoft Azure certification (Needed)

M&G Behaviours relevant to all roles:

Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We have a diverse workforce and an inclusive culture at M&G Global Services, regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.