Cloud Support Engineer – Flood

Closing Date: 29 January 2023 | Salary: £32,876-£36,229 (Grade 5) | Location: Flexible

Contract type: Permanent

Work pattern: 37 hours - you will need to work as part of a flexible shift pattern to cover service hours of 8am to 6pm.  There are also requirements for weekend working when required to meet the business needs. Also, you will need to work on a time specific rota providing an ‘Out of Hours’ ICT Service to an agreed level.

Post number: 203407

As an organisation we support flexible working. This role allows hybrid working (a mix of home and office working) and a working pattern suitable for you can be discussed on appointment if you are successful.

You will be contracted to the nearest NRW office to your home, of which you will be required to attend for regular meetings, training and for one-to-one meetings with your manager. These will be planned in advance.

Job description

Working with the Flood Warning and Informing service as part of an ICT Platform Team the role is expected to provide technical support of all live National Flood Service applications and cloud platforms within an ITIL framework and defined product and platform team operating model, to deliver an outstanding customer focused Agile service.


Your responsibilities include:

  • Ensure the health and availability of applications and systems in line with ICT governance.
  • Ensure that incidents and service requests are resolved within the agreed service level agreements.
  • Follow the Platform Team workplan.
  • Work with Senior Engineers to resolve issues and improve live systems.
  • Advise and provide guidance for Analysts and Apprentices inside and outside the team.
  • Follow proactive tasks and maintenance schedules and implement routine upgrades of services.
  • Work with external strategic partners to ensure application issues are resolved within service level agreements.
  • Release application and service enhancements in line with ICT governance.
    Assist in the coordination of User Acceptance Testing of NRW applications and services.
  • Work with the senior engineers to develop and enhance existing applications in line with ICT development methodology.
  • Required to take part in incident response activities

Qualifications, experience and knowledge

Knowledge and experience of the following: 

  1. Experience of supporting Office 365/Microsoft Dynamics 365/SharePoint Online/Web Applications/COTS packages
  2. Experience of working within a Public Cloud Environment.
  3. Understanding of application support and development with the following technologies: Azure PaaS, HTML 5, CSS, C#, MS SQL and Power Shell.
  4. Knowledge of ITIL Service Management Framework.
  5. Working experience of application lifecycle methodologies.
  6. Experience of Incident, Problem, Change and Release management processes.

Welsh language requirements:

Essential Level 1 – able to pronounce Welsh and use basic phrases

Please note if you do not meet the level 1 requirement i.e., ability to understand basic phrases and ability to pronounce Welsh names correctly, then NRW offers a variety of learning options and staff support to help you meet these minimal requirements during the course of your employment with us.

Benefits of working for us

This role will offer a range of benefits, including:

  • agile and flexible working (role dependent) 
  • Civil Service Pension Scheme offering employer contributions of 26.6% to 30.3%
  • 28 days annual leave, rising to 33 days
  • generous leave entitlements for all your life needs
  • health and wellbeing benefits and support
  • weekly well-being hour to use at your choice
  • competitive financial rewards to enhance your monthly pay

See full details for all the employee benefits you will receive.

How to apply

Email the following to: quoting the post reference 203407

  • Your CV
  • a covering letter to support your application -
    • no more than two sides of A4
    • explain why you’re interested in the position
    • provide evidence of why you’re suitable, based on the ‘Responsibilities’ and ‘Qualifications, experience and knowledge’ sections above

Application closing date 29 January 2023

Interviews will take place on Microsoft Teams 

If you have any queries about the role, please contact Ian Johns at

Natural Resources Wales embraces diversity and promotes equal opportunity. We recruit by merit on the basis of fair and open competition.

We welcome and encourage applications from groups currently underrepresented, including women, black and ethnic minority groups and people with a disability. We have a guaranteed interview scheme for candidates with disabilities who meet the minimum selection criteria.

We put the principles of human rights, equality, fairness, dignity and respect at the heart of our values.

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