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.

Role Summary

Applications 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.

Job description

The purpose of the Applications Operations Engineer role is to deliver and maintain critical digital forensic and/or intelligence collection applications to 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 involves supports the delivery of 1st, 2nd and 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 and 11, virtual hardware (VMWare and Hyper-V) and the use of containerized technologies; Supporting systems maintenance in line with technical requirements for business area.

This post requires SC clearance as a minimum, with a possibility to gain DV within 12 months of being in post.

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 Application Operations Engineer within the Government Digital and Data career framework.

Person specification

Duties and Responsibilities

• 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 problem being identified.
• Certificates - Be able to generate system certificates at renewal or based on certificate requests.
• Server Maintenance - Provide support, upgrades, develop and maintain the servers within the current network.
• Supporting the wider SOS team - Providing support to the wider team, assisting where needed and mentoring to share knowledge and upskill less experienced staff, provide briefing sessions and training material to aid in that process.
• Assist in project work - Be the lead for new projects in developing new technologies to best meet the requirements.
• Digital forensic principles - To gain an understanding of digital forensic tools or techniques would be useful, even at a basic level.
• Targeted Interception prin ciples - To gain an understanding of Targeted Interception (also known as Lawful Intercept) to a working level.
• Networking - Have a basic understanding of networking to be able to fault find servers and / or network issues.
• Storage Management and Configuration - Provision of storage for use within IT systems.
• Active Directory Management - Upgrade of Domain Functional Levels and AD architecture in line with industry best practice.
• Cyber Security - Ability to provide resolutions to identified cyber security issues, keeping NCA IT systems as secure as possible.

Person Specification

• An understanding and experience of Servers, storage systems and configuration - Knowledge and experience of IT hardware; installation and configuration of operating systems including virtualized environments
• Software and applications - Knowledge of software/application; installation and configuration
• Problem Solving - Using logic and imagination to make sense of a situation and find an intelligent solution.
• Communication - Conveys information clearly and effectively through written and verbal communication.
• Team Work - Works effectively with others to focus on and achieve joint outcomes, rather than individual goals.
• Adaptability - Be able to learn quickly in a fast moving agile environment and adapt to new technologies.
• Fault finding - Troubleshooting and provide resolution for system incidents. Recording and sharing the knowledge where appropriate

On-call working

The post holder may be required to participate in an on call 24/7 rota. If you do perform on-call duties, you will be entitled to an On-Call allowance, for each session you are on-call, aligned to renumeration policy.

Essential Criteria

You must meet the essential criteria and evidence this within your application to be considered for the role.

Entry Requirements

Applicants should possess knowledge and experience in the following essential areas:

• Experience of Servers including knowledge of configuration & installation
• Experience of maintaining software and applications on servers or end user devices
• Experience in the configuration of Active Directory, Group Policies and certificate management
• Experience of maintaining and fault finding within an infrastructure which includes multiple physical and virtual servers

Any applications from candidates not meeting this eligibility criteria will not progress.

Desirable Criteria

Desirable criteria are only used for assessment in the event of a tie break.

• ITIL Foundation or higher (at least V3)
• VMWare
• Understanding or knowledge or vSphere, vSan and horizon/omnissa
• Adherence to service management principles
• Microsoft Certified Professional
• Certification in Microsoft
• Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing

Technical skills

We'll assess you against these technical skills during the selection process:

• Working knowledge of server technologies and environments, with experience supporting the installation, configuration, maintenance or monitoring of servers in line with operational and security requirements.
• Experience of maintaining applications or software services, including performing routine maintenance activities, implementing approved changes, and supporting service improvements.
• Experience of administering or supporting Active Directory, Group Policy, certificate services or equivalent identity and access management technologies, following security and operational standards.
• Describe a recurring technical issue or problem that required detailed investigation to identify and address the underlying cause. What was your approach, how did you determine the root cause and what preventative measures were introduced?

Benefits

Alongside your salary of £47,049, National Crime Agency contributes

£13,630 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Find out what benefits a Civil Service Pension provides (opens in a new window).

• All NCA empl