Experience maintaining and debugging software in production.
Experience deploying and maintaining software using infrastructure as code.
Experience managing and improving cloud infrastructure and production data platforms.
Strong understanding of DevSecOps, Site Reliability Engineering, test automation including test-driven development, process automation to reduce toil, and Secure by Design principles.
Strong understanding of ITIL service management practices and how they integrate with modern DevOps and Site Reliability Engineering workflows.
Ability to adapt to different programming languages, cloud providers, and unfamiliar technologies.
Evidence of proactive self-development and developing team members.
Ability to multitask and prioritize work for oneself and others.
Experience with incident management, blameless post-mortems, and root cause analysis.
Commercial and client-facing awareness, including managing client expectations, identifying technical gaps, and translating technical risk for non-technical stakeholders.
Deep working knowledge of software development, infrastructure, and data platform development, with the ability to pair with and coach others.
Ability to estimate task time and effort.
Deep working knowledge of tools and methods for monitoring and supporting applications and platforms, and ability to implement observability solutions.
Practical understanding of cybersecurity, data protection, and Secure by Design principles, including their application to public-sector digital and data solutions.
Ability to stay current with emerging technologies and implement production-service improvements that minimize vulnerabilities.
Strong understanding of service and behavioural analytics, with hands-on ability to implement analytics solutions for clients.
Ability to educate or mentor team members, colleagues, and peers, including coaching and people management of junior engineers.
Ability to share responsibility for maintaining the Service Management System, keeping documentation current, and staying aware of service activities, improvements, and compliance obligations.
Experience as a software and infrastructure engineer in a production environment.
Experience designing and implementing observability solutions and improving them over time.
Experience implementing and integrating service management solutions with monitoring and alerting, service management tooling, automated testing, and automated deployment pipelines.
Experience defining, documenting, and implementing standards for technical support teams, including rollback plans, disaster recovery plans, and runbooks.
Experience growing and running technology teams in a live-service environment, including motivating and coaching a team to deliver lasting change.
Experience working directly with clients and users and driving a team to deliver measurable outcomes.
Experience working with transition managers to define best practices for onboarding digital and technology services into a live-service support team.
Experience defining and implementing standardized maintenance approaches, including patching and upgrading.
Responsibilities
Lead a Managed Services team and onboard new services without disruption.
Provide ongoing maintenance and support services and deliver service enhancements.
Continuously improve digital services and service operations using DevSecOps practices and data-driven user analytics.
Perform hands-on software and platform development, including pairing and implementing technical solutions.
Provide pastoral care and guide engineers’ career development across the practice.
Drive best-practice ways of working and develop engineers’ skills to improve value delivery for clients and end users.
Participate in communities of practice by sharing knowledge and learning from others.
Participate in a shared on-call rota where out-of-hours support is provided.
Lead Engineer in Managed Services
Driving continuous delivery, support, and optimisation of critical public sector services.
Role Description
As a Lead Engineer in Managed Services at Made Tech you will lead a Managed Service team, onboarding new services without disruption, providing ongoing maintenance and support services, delivering enhancements, as well as continuously improving digital services and service operations using DevSecOps practices and data-driven user analytics.
This role combines hands-on software and platform development, including pairing, coaching, and implementing technical solutions, with core people management responsibilities such as providing pastoral care and guiding career development for engineers across the practice.
You will drive best practice ways of working among the engineers in your team, developing their skills to allow them to continually improve how they deliver value for our clients and their end users. You will also be an active member of Made Tech’s communities of practice, sharing knowledge and learning from others.
Where we provide out-of-hours support, you will participate as part of a shared team on-call rota.
Competencies and Experience
The following list describes specific experience and skills that you’ll need in this role.
Don’t worry - we don’t expect you to tick all of these when you join, we will work together to define learning and development objectives that help you meet these expectations.
Key competencies
Experience of maintaining and debugging software in production
Experience of deploying and maintaining software, using infrastructure as code
Experience of managing and improving cloud infrastructure
Experience of managing and improving data platforms in production
Strong understanding of DevSecOps, Site Reliability Engineering (SRE), test automation (including test-driven development), process automation to reduce toil, and Secure by Design principles
Strong understanding of ITIL service management practices and how they integrate with modern DevOps/SRE workflows
Comfortable switching between programming languages, cloud providers etc. and not phased by something completely new
Evidence of proactive self-development and the development of those in your team
Ability to multi-task and confidently prioritise yourself and others
Experience with incident management, blameless post-mortems, and root cause analysis
Commercial and client-facing awareness, including navigating client expectations, identifying technical gaps, and translating technical risk into business language for non-technical stakeholders
Key skills
Maintaining a deep working knowledge of software development, infrastructure and data platform development - be a hands on engineer who can pair with and coach others
Estimating time and effort for tasks.
Maintaining a deep working knowledge of tools, technologies and methods to monitor and support applications and platforms - be a subject matter expert that can implement high quality observability solutions
A practical understanding of cybersecurity, data protection, secure by design principles, how they apply in the public sector and how to apply them to digital and data solutions
The ability to keep up to date with emerging technologies and implement improvements to production services such that vulnerabilities are minimised
An excellent understanding of the implementation of service analytics and behavioural analytics - be hands on implementing analytics solutions for clients
Able to educate or mentor team members, colleagues and peers including people management and coaching of junior engineers
Able to share responsibility for maintaining our Service Management System, actively contributing to its upkeep, ensuring documentation remains accurate and current, and staying aware of ongoing service activities, improvements, and compliance obligations.
Key experiences
Having been a software and infrastructure engineer in a production environment
Designing and implementing observability solutions and improving those solutions over time
Implementing integrating service management solutions that integrate monitoring & alerting, service management tooling, automated testing and automated deployment pipelines
Defining, documenting and implementing standards for technical support teams, including generating key work products such as roll back plans, disaster recovery plans and runbooks
Growing and running technology teams in a live service environment; including motivating and coaching a team to deliver lasting change
Working directly with clients and users, and able to drive your team to deliver measurable outcomes
Working alongside transition managers to define best practice for onboarding new digital and technology services into a live service support team
Defining and implementing standardised approaches to maintenance including patching and upgrading