Service Systems Engineer

Overview

In this role you will support mission-critical CAD and Control Room solutions for Emergency Services, ensuring high availability across on-premise and Azure cloud environments. You will act as a technical escalation point, lead major incident investigations, and collaborate with customers and cross-functional teams to implement durable service improvements. You’ll maintain integrations with telephony, GIS, and third-party systems while shaping proactive service governance. This position offers a chance to impact public safety technology by driving incident resolution and reliable performance.

Responsibilities

• Provide advanced troubleshooting and support for live CAD systems in public safety environments
• Investigate and resolve complex CAD application issues affecting incident management, mobilisation, mapping, geospatial services and external interfaces
• Lead technical investigations during major incidents and act as an escalation point for operational issues
• Analyze application, infrastructure, database and integration logs to identify root causes and implement permanent fixes
• Support Azure cloud application services, including App Services, hosting, monitoring, configuration and service availability
• Maintain integrations with telephony, radio, Airwave, GIS, mobilising, messaging and third-party systems
• Engage with customers during incidents, service reviews and technical workshops
• Perform root cause analysis (RCA) and contribute to problem management
• Develop and implement changes with governance and service continuity
• Provide technical leadership and recommendations during service-impacting incidents and escalations

Key requirements

• Experience supporting operational CAD or Control Room systems in a Public Safety environment
• Experience with Azure cloud services and application hosting, including Azure App Services, monitoring, networking and troubleshooting
• Strong troubleshooting and fault-finding skills across applications, databases, infrastructure and integrations
• Experience analysing logs, system events and performance data to diagnose complex issues
• Working knowledge of Microsoft SQL Server, database queries and data analysis
• Linux experience
• Knowledge of public safety workflows including call handling, dispatch, mobilisation and incident management
• Experience supporting mission-critical systems where service availability is essential
• Strong customer-facing communication skills and the ability to lead technical discussions

• customer-facing communication
• leadership in technical discussions
• cross-functional collaboration
• Azure App Services
• Azure cloud services
• Microsoft SQL Server

…