L3 Support Manager_Experience Engineering IRC240046

Job Responsibilities:

Must Have – Data Analytics Tools / Excel

Anaplan is looking for a tenacious Support Analyst to join Level 3 team based in London.This is a stellar opportunity to get involved in a highly visible, large scale SaaS cloud company. This role is an immediate full-time position. If you’re ready to roll up your sleeves and seek outstanding problems that no one else is solving, keep reading. Come see for yourself what an exciting place to work for looks like!
Insight on your impact
Level 3 Support investigate and diagnose complex problems reported by Anaplan customers. Any issues that require in-depth knowledge of the product or an investigation Into the logging or back-end of the system will be dealt with by Level 3.The range of issues are diverse and can vary from front-end client or UI issues, tomodelling or server problems, to platform or network performance.
As a L3 Support Analyst, you’ll gain detailed product knowledge, work with largevolumes of data (using tools like Splunk) and work with multiple teams includingEngineering, Product, Operations, Customer Success and Customer Support to ensurethat the customer issue is resolved quickly and thoroughly.Level 3 exists to resolve challenges which means priorities change on a daily and even hourly basis. Therefore your focus may need to be frequently shifted and you’ll need tohave a good understanding of what’s important to the customer and internal teams.
Your qualifications, your influence
 Investigating complex issues raised via support ticket, Manage a team size of 20 team members.

 Prioritising tickets within your own queue
 Raising bugs where appropriate
 Communicating progress of issues/fixes back to the Support Agents
 Guiding Support Agents and the customer through sophisticated solutions
 Detailing investigations of new issues
 Conducting release reviews and onboarding new features to Support Teams
 On-Call rota participation – Level 3 provide emergency call out for urgent
customer issues 24/7. The on-call rota is shared between team members so you
can expect to be on call approx. 1 week in 15 and 1 weekend in 15.

Preferred skills and technical familiarity
Adding additional insight, and a growth mind set, will elevate your contribution in this
role:
 Graduate or early in career analyst working with data analytics tools / Excel
 Degree in Mathematics, Physics, Electronic Engineering or Computer Science.
(Similar degree using large and complex data sets).
 Quick learner with a desire to understand sophisticated systems and software
behaviour.
 Genuine passion for problem solving and persistence when vital.
 Analytical skills with a methodical approach.

 Ability to work to time constraints within an exciting environment.
 Ability to switch focus as priorities change.
 Good communication skills with ability to convey technical information clearly

About Anaplan
We’re building a truly unique technology. From our calculation engine and in-memory
data store, to apps and predictive analytics; amazing technology is being developed
every day.
We’re addressing a $100B/year problem that all global businesses face. Our mission is to
break the traditional business planning mould, currently performed through
spreadsheets or legacy systems. Anaplan’s Connected Planning platform is enabling
customers to improve decision-making by turning response time into real time.
With 1500+ customers and 175+ partners globally, Anaplan’s platform is solving some of
the most complex challenges in business. CEOs, analysts, and the press agree – Anaplan
is changing the way the world does business.
Our diversity and inclusion commitment
Build your job in a place that thrives on diversity, inclusion and belonging. We believe in
maintaining a hiring and working experience in which all people are respected and
valued, regardless of gender identity or expression, sexual orientation, religion,
ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which
makes people unique. We hire you for who you are, and we want you to bring your true
self to work every day!

COVID-19 Update
Protecting the health and safety of our communities, including our employees and of
those considering a career at Anaplan, is our highest priority. We continue to closely
monitor the evolving situation, and we appreciate your understanding and flexibility
with any related changes to our interviewing process.

What We Offer

Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.

Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.

Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.

Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.

Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!

About GlobalLogic

GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world. By integrating experience design, complex engineering, and data expertise—we help our clients imagine what’s possible, and accelerate their transition into tomorrow’s digital businesses. Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries. GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.