Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

The role of an Senior Prodcution Engineer is vital in ensuring the reliability and efficiency of software applications within an organization. This position demands a combination of technical prowess, problem-solving abilities, and excellent communication skills to deliver high-quality support and drive continuous improvement. With the right qualifications, skills, and experience, an Application Support Engineer can significantly contribute to the success and growth of the company's IT operations.

• Technical Support: Provide timely and effective technical support to end-users experiencing issues with applications.
• Issue Resolution: Diagnose, troubleshoot, and resolve application issues, working closely with other IT teams when necessary.
• Monitoring: Continuously monitor the performance and availability of applications to ensure optimal functionality.
• Incident Management: Manage application-related incidents from identification to resolution, ensuring minimal disruption to business operations.
• Documentation: Maintain detailed and accurate documentation of issues, resolutions, and changes to applications.
• Upgrade and Maintenance: Assist in the planning and implementation of application upgrades and maintenance activities.
• Provide L2 operational support for databases (Oracle, SQL Server, DB2, PostgreSQL, MongoDB, etc.).
• Monitor database performance, capacity, backup, and recovery processes.
• Handle database incidents, alerts, and routine maintenance activities.
• Support access management, basic tuning, and troubleshooting.
• Escalate complex database issues to L3 teams or vendors with full analysis.
• Collaboration: Work closely with development teams, business analysts, and other stakeholders to understand requirements and deliver effective solutions.
• Training: Provide training and support to end-users to enhance their understanding and use of applications.
• Quality Assurance: Participate in testing new applications or updates to ensure they meet business requirements and are free from defects.

Key Skills and Qualifications

• Technical Proficiency: Strong knowledge of various software applications, databases, and operating systems.
• Problem-Solving: Excellent analytical and problem-solving skills to diagnose and resolve complex technical issues.
• Communication: Effective verbal and written communication skills to interact with technical and non-technical stakeholders.
• Customer Focus: Strong customer service orientation with the ability to manage user expectations and deliver high-quality support.
• Teamwork: Ability to work collaboratively in a team environment, sharing knowledge and assisting others when needed.
• Adaptability: Flexibility to adapt to changing priorities and new technologies.
• Attention to Detail: Strong attention to detail to ensure accurate documentation and thorough testing.
• Time Management: Ability to manage multiple tasks and prioritize effectively to meet deadlines.

Preferred Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Previous experience in an application support or similar technical support role.
• Familiarity with ITIL (Information Technology Infrastructure Library) practices.
• Experience with monitoring tools and techniques.
• Knowledge of database management systems (Oracle, SQL Server, DB2, PostgreSQL, MongoDB, etc.).
• Experience with scripting or programming languages (e.g., Python, JavaScript).
• Familiarity with cloud technologies and services (e.g., AWS, Azure).

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.