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Application operations engineer

Find out what an application operations engineer in government does and the skills you need to do the role at each level.

Last updated 30 November 2024 — See all updates

What an application operations engineer does

An application operations engineer supports, manages and maintains a single application or a suite of applications.

Application operations engineer role levels

There are 5 application operations engineer role levels, from associate application operations engineer to principal application operations engineer.

The typical responsibilities and skills for each role level are described in the sections below. You can use this to identify the skills you need to progress in your career, or simply to learn more about each role in the Government Digital and Data profession.

1. Associate application operations engineer

As a trainee, you will work in an established team and support application operations engineers in their daily work, under their direction.

This role level is often performed at the Civil Service job grade of:

  • AO (Administrative Officer)
  • EO (Executive Officer)
Skill Description

Incident management

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • identify and register incidents, gathering the required information and allocating it to the appropriate channel

Ownership and initiative

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of problem resolution processes
  • pass problems on to your team

Problem management

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • investigate problems in systems, processes and services, with an understanding of the level of a problem, for example, strategic, tactical or operational
  • contribute to the implementation of remedies and preventative measures

User focus

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness or understanding of user experience analysis and its principles
  • explain the purpose of user stories and the focus on user needs

2. Application operations engineer

An application operations engineer maintains services and is responsible for conducting user and security administration.

At this role level, you will:

  • monitor applications and be accountable for batch processes
  • in some organisations, carry out the duties of an end user computing engineer, such as fixing technical problems, maintaining hardware and liaising with the problem or incident manager

This role level is often performed at the Civil Service job grade of:

  • EO (Executive Officer)
  • HEO (Higher Executive Officer)
Skill Description

Asset and configuration management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • maintain secure configuration and accurate information
  • control IT assets in one or more areas
  • verify the location and state of IT assets

Availability and capacity management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • manage service components to ensure they meet business needs and key performance indicators (KPIs)

Change management

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • implement change requests
  • apply change control procedures under supervision

Continual service improvement

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of developing process efficiency and common ways in which processes are optimised
  • support specific activities to improve development processes
  • spot or identify obvious deficiencies

Incident management

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • identify and register incidents, gathering the required information and allocating it to the appropriate channel

Ownership and initiative

Level: working

Working is the second of 4 ascending skill levels

You can:

  • own an issue until a new owner has been found or the problem has been mitigated or resolved

Problem management

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • investigate problems in systems, processes and services, with an understanding of the level of a problem, for example, strategic, tactical or operational
  • contribute to the implementation of remedies and preventative measures

Service focus

Level: working

Working is the second of 4 ascending skill levels

You can:

  • take inputs and establish coherent frameworks that work

Service management framework knowledge

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show you have a Level 3 service management framework qualification

Technical specialism

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • assist in technical support activities and carry out agreed or routine maintenance and administration tasks

Technical understanding

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of the relevant subject matter and a high level understanding of what it involves

Testing

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • correctly execute test scripts under supervision
  • understand the role of testing and how it works

User focus

Level: working

Working is the second of 4 ascending skill levels

You can:

  • identify and engage with users or stakeholders to collate user needs evidence
  • understand and define research that fits user needs
  • use quantitative and qualitative data about users to turn user focus into outcomes

3. Senior application operations engineer

Dealing with more complex issues, a senior application operations engineer is responsible for code deployment and co-ordinating change-based activities, such as taking services live. Depending on the complexity and size of a project and the likely impact it will have on the business, you might manage and maintain certain aspects of an application.

This role level is often performed at the Civil Service job grade of:

  • HEO (Higher Executive Officer)
  • SEO (Senior Executive Officer)
Skill Description

Asset and configuration management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • maintain secure configuration and accurate information
  • control IT assets in one or more areas
  • verify the location and state of IT assets

Availability and capacity management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • manage service components to ensure they meet business needs and key performance indicators (KPIs)

Change management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • analyse and assess the impact of change
  • document change requests
  • action changes from change requests

Continual service improvement

Level: working

Working is the second of 4 ascending skill levels

You can:

  • identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

Incident management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • diagnose and prioritise incidents, investigate their causes and find resolutions

Ownership and initiative

Level: working

Working is the second of 4 ascending skill levels

You can:

  • own an issue until a new owner has been found or the problem has been mitigated or resolved

Problem management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • initiate and monitor actions to investigate patterns and trends to resolve problems
  • effectively consult specialists where required
  • determine the appropriate resolution and assist with its implementation
  • determine preventative measures

Service focus

Level: working

Working is the second of 4 ascending skill levels

You can:

  • take inputs and establish coherent frameworks that work

Service management framework knowledge

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show you have a Level 3 service management framework qualification

Technical specialism

Level: working

Working is the second of 4 ascending skill levels

You can:

  • use management system software and tools
  • use logical schemata to investigate problems, collect performance statistics and create reports
  • carry out the routine configuration, installation and reconfiguration of database and related products
  • optimise performance and forecast resource needs

Technical understanding

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand the core technical concepts related to the role, and apply them with guidance

Testing

Level: working

Working is the second of 4 ascending skill levels

You can:

  • review requirements and specifications, and define test conditions
  • identify issues and risks associated with work
  • analyse and report test activities and results

User focus

Level: working

Working is the second of 4 ascending skill levels

You can:

  • identify and engage with users or stakeholders to collate user needs evidence
  • understand and define research that fits user needs
  • use quantitative and qualitative data about users to turn user focus into outcomes

4. Lead application operations engineer

A lead application operations engineer defines the application strategy and the strategy for security administration.

At this role level, you will:

  • liaise with leads within IT operations on how applications are performing and changes that need to be put in place
  • potentially manage and maintain certain aspects of an application (depending on the complexity and size of a project, and the likely impact it will have on the business)

This role level is often performed at the Civil Service job grade of:

  • SEO (Senior Executive Officer)
  • G7 (Grade 7)
Skill Description

Asset and configuration management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • maintain secure configuration and accurate information
  • control IT assets in one or more areas
  • verify the location and state of IT assets

Availability and capacity management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • manage service components to ensure they meet business needs and key performance indicators (KPIs)

Change management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • manage high impact, complex change requests
  • ensure that release policies, procedures and processes are applied

Continual service improvement

Level: working

Working is the second of 4 ascending skill levels

You can:

  • identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

Incident management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • lead the investigation and resolution of incidents

Ownership and initiative

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • take accountability for issues that occur and be proactive in searching for potential problems
  • achieve excellent user outcomes

Problem management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • initiate and monitor actions to investigate patterns and trends to resolve problems
  • effectively consult specialists where required
  • determine the appropriate resolution and assist with its implementation
  • determine preventative measures

Service focus

Level: working

Working is the second of 4 ascending skill levels

You can:

  • take inputs and establish coherent frameworks that work

Service management framework knowledge

Level: working

Working is the second of 4 ascending skill levels

You can:

  • show you have a Level 3 service management framework qualification
  • demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)

Technical specialism

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • draft and maintain procedures and documentation
  • set standards for the definition, security and integrity of objects, and ensure conformity to these standards

Technical understanding

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand the core technical concepts related to the role, and apply them with guidance

Testing

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • manage the planning of system and acceptance tests, co-ordinating both functional and non-functional specifications
  • provide authoritative advice and guidance on test planning
  • identify process improvements and contribute to the definition of best practice

User focus

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • collaborate with user researchers and can represent users internally
  • explain the difference between user needs and the desires of the user
  • champion user research to focus on all users
  • prioritise and define approaches to understand the user story, guiding others in doing so
  • offer recommendations on the best tools and methods to use

5. Principal application operations engineer

A principal application operations engineer owns the application strategy and leads on resourcing, learning and development for their team.

At this role level, you will:

  • have expert technical understanding
  • be accountable for vendor and supplier management
  • potentially manage and maintain certain aspects of an application (depending on the complexity and size of a project, and the likely impact it will have on the business)

This role level is often performed at the Civil Service job grade of:

  • G7 (Grade 7)
  • G6 (Grade 6)
Skill Description

Asset and configuration management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • manage configuration items and related information
  • manage service compliance and risk

Availability and capacity management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • ensure the correct implementation of availability and capacity management standards and procedures
  • identify capacity issues and implement the required changes
  • initiate remedial action

Change management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • manage high impact, complex change requests
  • ensure that release policies, procedures and processes are applied

Continual service improvement

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • analyse current processes, and identify and implement opportunities to optimise them
  • lead and develop a team of experts to deliver service improvements
  • help to evaluate and establish requirements for the implementation of changes by setting policy and standards

Incident management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • lead the investigation and resolution of incidents

Ownership and initiative

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • take accountability for issues that occur and be proactive in searching for potential problems
  • achieve excellent user outcomes

Problem management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • ensure that the right actions are taken to investigate, resolve and anticipate problems
  • co-ordinate the team to investigate problems, implement solutions and take preventive measures

Service focus

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • see the bigger picture by taking groups of services and investigating how to get the best of underlying services

Service management framework knowledge

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • show you have an expert certificate in the service management framework qualification

Technical specialism

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • understand the direction of future technologies
  • deliver a model to support and maintain those future technologies and any databases that coexist in the current environment

Technical understanding

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • show a thorough understanding of the technical concepts required for the role, and can explain how these fit into the wider technical landscape

Testing

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • manage testing activities within development or integration activities
  • manage risks and take preventative action when risks become unacceptable
  • manage customer relations

User focus

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • collaborate with user researchers and can represent users internally
  • explain the difference between user needs and the desires of the user
  • champion user research to focus on all users
  • prioritise and define approaches to understand the user story, guiding others in doing so
  • offer recommendations on the best tools and methods to use

Role Shared skills
Infrastructure operations engineer

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Availability and capacity management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical specialism

Technical understanding

Testing

End user computing engineer

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical specialism

Technical understanding

Testing

Change and release manager

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Availability and capacity management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical understanding

Command and control centre manager

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Availability and capacity management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical understanding

Incident manager

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Availability and capacity management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical understanding

Updates

Published 7 January 2020

Last updated 30 November 2024

30 November 2024

  • The skill 'asset and configuration management' has been updated. The level descriptions were edited to improve clarity and to better meet the definitions for each level.
  • The skill 'availability and capacity management' has been updated. The level descriptions were edited to improve clarity and to better meet the definitions for each level.
  • The skill 'service management framework knowledge' has been updated to improve clarity. No change was made in the meaning of the skill level descriptions.

30 August 2024

  • The skill level descriptions for 'change management' have been updated to improve clarity and ensure consistency across the framework. No change was made to the meaning of skill level descriptions.

7 January 2020

  • First published.