Rita Charitable Trust

Free Application Maintenance Engineer Course (6Months)

Application Maintenance Engineer:

Application Maintenance Engineer in the IT-ITeS Industry is also known as a Maintenance Engineer.

Brief Job Description: Individuals at this job are responsible for ensuring the availability of an application or product for end users. Such roles provide on-going/ad-hoc support for software products or customized applications aimed towards correction of faults/bugs or improvement of performance

Personal Attributes: This job requires the individual to work collaboratively with users or other teams for resolving issues pertaining to his/her area of work. The individual should be result oriented and should possess skills such as communication, logical thinking etc.

Contribute to the support and maintenance of software applications:

Performance Criteria
To be competent, you must be able to:
PC1. monitor systems to identify promptly automated alerts and customer change requests
PC2. analyze alerts to accurately identify issues
PC3. record and acknowledge issues and change requests using relevant tools and procedures
PC4. access your organization’s knowledge base to identify any immediate solutions/workarounds
PC5. evaluate the suitability of solutions/workarounds, where available
PC6. evaluate new design solutions where immediate solutions/workarounds are not available

PC7. agree immediate solutions/workarounds or new design solutions with appropriate people
PC8. make agreed changes to address issues where these are within your level of competence and authority
PC9. carry out testing on the changes where these are within your level of competence and authority
PC10. refer changes outside your level of competence and authority to appropriate people
PC11. produce documentation, deployment scripts and release notes using standard templates and tools
PC12. obtain approval from appropriate people to implement immediate solutions/ workarounds and changes
PC13. co-ordinate the implementation of immediate solutions/workarounds and changes in line with your organization’s standards and guidelines
PC14. obtain advice and guidance from appropriate people, where necessary
PC15. recommend to appropriate people any ways in which support and maintenance procedures can be improved
PC16. update your organization’s knowledge base with the changes
PC17. comply with relevant standards, policies, procedures, guidelines and service level agreements (SLAs) when contributing to the maintenance of software applications

Organizational Context

You need to know and understand: KA1. your organization’s policies, procedures, guidelines and coding standards for the maintenance of software applications KA2. the importance of using specific client agreements, SLAs and management plans when working with customers KA3. different IT applications and the environments in which they are used KA4. limits of your role and responsibilities in relation to maintaining software applications KA5. who to refer problems to when they cannot be resolved KA6. basic operation of ticketing tools , incident tickets, automated system alerts and change requests KA7. the basics of Information Technology Infrastructure Library (ITIL) which apply to service desk and incident management KA8. who to involve when contributing to software maintenance and development KA9. methods and techniques used when working with others KA10. methods, procedures and guidelines for evaluating, testing and implementing changes to softwareKA11. the range of standard tools and templates and their appropriate usage KA12. your organization’s knowledge base and how to use and update it KA13. the importance of working in different shifts to meet customer requirements B. Technical Knowledge You need to know and understand: KB1. relevant product reference guides or support materials and how to access them KB2. methods and techniques to identify and evaluate workarounds or new solutions KB3. how to develop documentation, deployment scripts and release notes KB4. configuration management and version control techniques for software maintenance/changes KB5. procedures, practices and tools for developing, testing and applying changes to software

Generic Skills

Writing Skills
You need to know and understand how to:
SA1. complete accurate well written work with attention to detail
SA2. communicate with others in writing Reading Skills
You need to know and understand how to:
SA3. follow guidelines/procedures/rules and service level agreements Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA4. listen effectively and orally communicate information accurately
SA5. seek clarification and advice from others

Professional Skills

Decision Making
You need to know and understand how to:
SB1. follow rule-based decision-making processes
SB2. identify anomalies in data
SB3. make a decision on suitable a course of action or responses

Plan and Organize
You need to know and understand how to:
SB4. plan and organize your work to achieve targets and deadlines

Customer Centricity
You need to know and understand how to:
SB5. carry out rule-based transactions in line with customer-specific guidelines/procedures/rules and service level agreements
SB6. work effectively in a customer facing environment
SB7. check that your own and/or your peers work meets customer requirements

Problem Solving


You need to know and understand how to:
SB8. refer anomalies to the supervisor
SB9. apply problem-solving approaches in different situations
SB10. seek clarification on problems from others

Analytical Thinking
You need to know and understand how to:
SB11. analyze data and activities
SB12. configure data and disseminate relevant information to others
SB13. pass on relevant information to others

Critical Thinking
You need to know and understand how to:
SB14. provide opinions on work in a detailed and constructive way
SB15. apply balanced judgments to different situations

Attention to Detail
You need to know and understand how to:
SB16. check your work is complete and free from errors
SB17. get your work checked by others

Team Working
You need to know and understand how to:
SB18. contribute to the quality of team working
SB19. work effectively in a team environment
SB20. work independently and collaboratively

Technical Skills
You need to know and understand how to:
SC1. source control and use coding standards, ticketing tools and utilities/tools
SC2. maintain accuracy of data by appropriate usage of IT tools and techniques
SC3. identify and refer anomalies in data
SC4. store and retrieve information
SC5. learn and adapt new technologies
SC6. keep up to date with changes, procedures and practices in your field of expertise

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Manage your work to meet requirements:

Performance Criteria

To be competent on the job, you must be able to:
PC1. establish and agree your work requirements with appropriate people
PC2. keep your immediate work area clean and tidy
PC3. utilize your time effectively
PC4. use resources correctly and efficiently
PC5. treat confidential information correctly
PC6. work in line with your organization’s policies and procedures
PC7. work within the limits of your job role
PC8. obtain guidance from appropriate people, where necessary
PC9. ensure your work meets the agreed requirements

Organizational Context

You need to know and understand: KA1. your organization’s policies, procedures and priorities for your area of work and your role and responsibilities in carrying out your work KA2. limits of your responsibilities and when to involve others KA3. your specific work requirements and who these must be agreed with KA4. the importance of having a tidy work area and how to do this KA5. how to prioritize your workload according to urgency and importance and the benefits of thisKA6. your organization’s policies and procedures for dealing with confidential information and the importance of complying with these KA7. the purpose of keeping others updated with the progress of your work KA8. who to obtain guidance from and the typical circumstances when this may be required KA9. the purpose and value of being flexible and adapting work plans to reflect change B. Technical Knowledge You need to know and understand: KB1. the importance of completing work accurately and how to do this KB2. appropriate timescales for completing your work and the implications of not meeting these for you and the organization KB3. resources needed for your work and how to obtain and use these

Generic Skills

Writing Skills
You need to know and understand how to:
SA1. complete accurate work with attention to detail

Reading Skills
You need to know and understand how to:
SA2. read instructions, guidelines, procedures, rules and service level agreements

Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA3. ask for clarification and advice from line managers
SA4. communicate orally with colleagues

Professional Skills

Decision Making
You need to know and understand how to:
SB1. make a decision on a suitable course of action

Plan and Organize
You need to know and understand how to:
SB2. plan and organize your work to achieve targets and deadlines
SB3. agree objectives and work requirements

Customer Centricity
You need to know and understand how to:
SB4. deliver consistent and reliable service to customers
SB5. check that your own work meets customer requirements

Problem Solving
You need to know and understand how to:
SB6. refer anomalies to the line manager
SB7. seek clarification on problems from others

Analytical Thinking
You need to know and understand how to:
SB8. provide relevant information to others
SB9. analyze needs, requirements and dependencies in order to meet your work requirements

Critical Thinking
You need to know and understand how to:
SB10. apply judgments to different situations

Attention to Detail
You need to know and understand how to:
SB11. check your work is complete and free from errors
SB12. get your work checked by peers

Team Working
You need to know and understand how to:
SB13. work effectively in a team environment

Technical Skills
You need to know and understand how to:
SC1. use information technology effectively, to input and/or extract data accurately
SC2. identify and refer anomalies in data
SC3. store and retrieve information
SC4. keep up to date with changes, procedures and practices in your role

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Work effectively with colleagues:

Performance Criteria
To be competent, you must be able to:
PC1. communicate with colleagues clearly, concisely and accurately
PC2. work with colleagues to integrate your work effectively with them
PC3. pass on essential information to colleagues in line with organizational requirements
PC4. work in ways that show respect for colleagues
PC5. carry out commitments you have made to colleagues
PC6. let colleagues know in good time if you cannot carry out your commitments, explaining the reasons
PC7. identify any problems you have working with colleagues and take the initiative to solve these problems
PC8. follow the organization’s policies and procedures for working with colleagues

Organizational Context

You need to know and understand: KA1. your organization’s policies and procedures for working with colleagues and your role and responsibilities in relation to this KA2. the importance of effective communication and establishing good working relationships with colleagues KA3. different methods of communication and the circumstances in which it is appropriate to use these KA4. benefits of developing productive working relationships with colleagues KA5. the importance of creating an environment of trust and mutual respect in an environment where you have no authority over those you are working with KA6. where you do not meet your commitments, the implications this will have on individuals and the organization

B. Technical knowledge

You need to know and understand

KB1. different types of information that colleagues might need and the importance of providing this information when it is required KB2. the importance of understanding problems from your colleague’s perspective and how to provide support, where necessary, to resolve these

Generic Skills

Writing Skills
You need to know and understand how to:
SA1. complete accurate, well written work with attention to detail
SA2. communicate effectively with colleagues in writing

Reading Skills
You need to know and understand how to:
SA3. read instructions, guidelines, procedures, rules and service level agreements

Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA4. listen effectively and orally communicate information accurately
SA5. ask for clarification and advice from line managers

Professional Skills

Decision Making
You need to know and understand how to:
SB1. make a decision on a suitable course of action

Plan and Organize
You need to know and understand how to:
SB2. plan and organize your work to achieve targets and deadlines

Customer Centricity
You need to know and understand how to:
SB3. check that your own work meets customer requirements
SB4. deliver consistent and reliable service to customers

Problem Solving
You need to know and understand how to:
SB5. apply problem solving approaches in different situations

Critical Thinking
You need to know and understand how to:
SB6. apply balanced judgments to different situations

Attention to Detail
You need to know and understand how to:
SB7. check your work is complete and free from errors
SB8. get your work checked by peers

Team Working
You need to know and understand how to:

SB9. work effectively in a team environment
SB10. work effectively with colleagues and other teams
SB11. treat other cultures with respect

. Technical Skills
You need to know and understand how to:
SC1. identify and refer anomalies
SC2. help reach agreements with colleagues
SC3. keep up to date with changes, procedures and practices in your role

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Maintain a healthy, safe and secure working environment:

Performance Criteria (PC) w.r.t. the Scope
To be competent, you must be able to:
PC1. comply with your organization’s current health, safety and security policies and procedures
PC2. report any identified breaches in health, safety, and security policies and procedures to the designated person
PC3. identify and correct any hazards that you can deal with safely, competently and within the limits of your authority
PC4. report any hazards that you are not competent to deal with to the relevant person in line with organizational procedures and warn other people who may be affected
PC5. follow your organization’s emergency procedures promptly, calmly, and efficiently
PC6. identify and recommend opportunities for improving health, safety, and security to the designated person
PC7. complete any health and safety records legibly and accurately

Organizational Context

You need to know and understand: KA1. legislative requirements and organization’s procedures for health, safety and security and your role and responsibilities in relation to this KA2. what is meant by a hazard, including the different types of health and safety hazards that can be found in the workplace KA3. how and when to report hazards KA4. limits of your responsibility for dealing with hazards KA5. your organization’s emergency procedures for different emergency situations and the importance of following these KA6. the importance of maintaining high standards of health, safety and security KA7. implications that any non-compliance with health, safety and security may have on individuals and the organization B. Technical Knowledge You need to know and understand: KB1. different types of breaches in health, safety and security and how and when to report these KB2. evacuation procedures for workers and visitors KB3. how to summon medical assistance and the emergency services, where necessary KB4. how to use the health, safety and accident reporting procedures and the importance of these KB5. government agencies in the areas of safety, health and security and their norms and services

Generic Skills

Writing Skills
You need to know and understand how to:
SA1. complete accurate, well written work with attention to detail

Reading Skills
You need to know and understand how to:
SA2. read instructions, guidelines, procedures, rules and service level agreements Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA3. listen effectively and orally communicate information accurately

Professional Skills

Decision Making
You need to know and understand how to:
SB1. make a decision on a suitable course of action

Plan and Organize
You need to know and understand how to:
SB2. plan and organize your work to meet health, safety and security requirements

Customer Centricity
You need to know and understand how to:
SB3. build and maintain positive and effective relationships with colleagues and customers

Problem Solving
You need to know and understand how to:
SB4. apply problem solving approaches in different situations

Analytical Thinking
You need to know and understand how to:
SB5. analyze data and activities

Critical Thinking

You need to know and understand how to:
SB6. apply balanced judgments to different situations

Attention to Detail
You need to know and understand how to:
SB7. check your work is complete and free from errors
SB8. get your work checked by peers

Team Working
You need to know and understand how to:
SB9. work effectively in a team environment

. Technical Skills
You need to know and understand how to:
SC1. identify and refer anomalies
SC2. help reach agreements with colleagues
SC3. keep up to date with changes, procedures and practices in your role

Guidelines for Assessment:

  1. Criteria for assessment for each Qualification Pack (QP) will be created by the Sector Skill Council (SSC). Each performance criteria (PC) will be assigned Theory and Skill/Practical marks proportional to its importance in NOS.
  2. The assessment will be conducted online through assessment providers authorised by SSC.
  3. Format of questions will include a variety of styles suitable to the PC being tested such as multiple choice questions, fill in the blanks, situational judgement test, simulation and programming test.
  4. To pass a QP, a trainee should pass each individual NOS. Standard passing criteria for each NOS is 70%.