Octave provides industry-leading incident management and computer aided dispatch software to emergency services around the world.
This role is part of the Octave’s UK Public Safety team, which delivers support, software implementation and software configuration services to one of Octave’s key UK customers. The role is currently subject to a hybrid working arrangement which requires regular days based at our customers’ offices in Manchester.
Reporting to the FM Team Manager, the SAE will provide customer services including system administration, technical implementation, and support for the Octave Computer Aided Dispatch (I/CAD) product and complimentary applications located at the customer’s offices. The SAE will deliver a range of activities according to their experience in addition to providing the support and implementation services.
Candidates must have good customer facing experience, a logical and systematic approach to problem solving and great customer focus.
Tasks:
- I/CAD live systems 1st and 2nd line support and out of hours on-call on a rota basis.
- Fault management where an issue has been passed to Octave second / third level support engineers or other third party via the customer’s fault management software.
- Implementation of product releases, updates and functionality changes, including system testing and configuration.
- Documentation and execution of the Disaster Recovery tests and processes
- Product optimisation and performance testing and modelling
- Preventative maintenance to address issues such as log file housekeeping, scheduled checks, disk utilisation, system load and performance.
- Production of site reports and solution documentation including low-level and high-level designs.
- Work closely with customer teams to both understand their requirements and to demonstrate functionality.
- Working on other Octave UK sites and with other Octave teams to assist with software rollouts and provide support if required.
- Performing and advising on database administration tasks, including resolving data integrity issues, and identifying performance improvements.
