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Technical Service Analyst IRC257447
| Job: | IRC257447 |
| Location: | United Kingdom - Manchester |
| Designation: | Senior Software Engineer |
| Experience: | 3-5 years |
| Function: | Engineering |
| Skills: | Application Support. |
| Work Model: | Hybrid |
Description:
As a Technical Support Specialist, you’ll pro-actively monitor, detect, and take positive action to help avoid or mitigate against downtime and protect the customer experience within the agreed SLA’s. You’ll be tasked with recording and analysing incidents and their resolution as a means of continuous improvement. You will be liaising and working with widner support teams both in the UK and abroad. You must have a high level of technical expertise and clear insights into current business practices.
Requirements:
- Ability to understand complex web and standalone applications/systems architectures involving multiple technologies
- Build strong relationships with colleagues and key stakeholders in the business
- Exposure in managing and driving major incidents and leading the retrospectives
- Relationship management skills with the ability to manage expectations and explain technical detail.
- Experience of, and happy to work within a fast-paced and changing environment.
- Strong background working in a technical support environment primarily 2nd or 3rd line.
- Embraces change positively
- Ability to analyse data and identify patterns and deviations.
Job Responsibilities:
- Monitoring, recording and responding to all new incidents and service requests raised via ticketing system, telephone, face to face and email
- Liaising extensively with external or internal stakeholders to see issues through to resolution.
- Liaising with stakeholders to ensure effective prioritisation of incidents based on impact and urgency
- Managing internally reported software, website, mobile applications and web hosting issues from identification to resolution. Implementing where possible ‘workarounds’ and feeding directly into the development workflow with any changes required.
- Identifying options for potential solutions and assessing them for both technical and business suitability.
- Retaining ownership of high impacting incidents, managing 3rd line support and external suppliers.
- Sending communications to stakeholders to raise awareness of high impacting incidents or system maintenance
- Working along with the Project teams to ensure the team is communicated and trained for supporting new services
- Drawing up, supervising and documenting processes for the benefit of the wider team.
- Supporting users on change control and system updates.
- Working remotely out of hours as and when needed. Usually on a shift/rota basis.
- Keeping up to date with technical and industry developments.
- Managing suppliers ensuring that all agreed SLA’s are adhered to.
- Generation and distribution of regular reports to provide up to date information on trading activities and system performance
- Supporting events that drive significant volumes of traffic to the sites, including liaising with internal teams, data verification, website traffic management and stock level reporting
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What We Offer
Why work at GlobalLogic
Our goal is to build an inclusive positive culture where everyone can feel comfortable being themselves, empowering our people to create their own high standards and therefore more value. We work together to promote fairness while recognising, valuing and embracing differences – providing a transparent support structure and generous training budget to help our people develop skills to progress their career. Our region also supports a hybrid model which can flex across a wide spectrum of working options determined by our business, customer and individual needs.
You’ll benefit from a comprehensive health and wellness plan, private healthcare (clinical and mental wellbeing), and discounted gym memberships. We offer a fantastic benefits package including a competitive pension scheme and recognition schemes through bonus/reward initiatives. Colleagues are entitled to an annual volunteering day – so you can take time to support a cause close to your heart. We also love to stay social at our trips to the zoo, quiz nights, sports events, theatre trips and much more.
We are an equal opportunities employer. It is our policy to promote an environment free from discrimination, harassment and victimisation.