Senior Support Analyst IRC295842

Description

Reporting into the Ecommerce Service Lead the role holder will be required to provide support for both internal and external stakeholders.

The role will involve pro-actively monitoring, detecting and taking positive action to help avoid or mitigate against downtime and protect the customer experience within the agreed SLA’s.

You will be tasked with recording and analysing incidents and their resolution as a means of continuous improvement. You will be liaising and working with our wider support team across multiple geographies.

You must have a high level of technical expertise, a service mindset and strong foundation in ITIL and associated Service Management methodologies, tools and processes.

The role will on occasion be required to assist the Ecommerce Service Lead in the co-ordination and task management of the wider Ecommerce team.

Core Responsonsibilities

Monitoring, recording and responding to all new incidents and service requests raised via ticketing system, telephone, face to face and email.
Management of Major Incidents in a complex technical environment, including co-ordination of internal / external teams and 3rd parties.
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.
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.
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.

Requirements

Essential

• Excellent oral and written communication skills.
• IITIL V4 Foundation or equivalent experience.
• 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
• Good interpersonal and client-handling skills with the ability to manage expectations and explain technical detail.
• Ability to work well under pressure.
• Willingness to be flexible, working within a fast-paced and dynamic environment.
• Experience of working in a technical support environment primarily 2nd or 3rd line.
• Ability to analyse data and identify patterns and deviations.

Desirable

• Experience of working for a retail e-commerce business.
• Business awareness.

Knowledge/experience with the following technologies

• NRQL and SQL
• Atlassian, Jira, JSM
• Product merchandising tools
• eCommerce platform
• AWS, Azure and other cloud technologies
• APM monitoring tools such as New Relic , Grafana and Kibana

Job responsibilities

Reporting into the Ecommerce Service Lead the role holder will be required to provide support for both internal and external stakeholders.

The role will involve pro-actively monitoring, detecting and taking positive action to help avoid or mitigate against downtime and protect the customer experience within the agreed SLA’s.

You will be tasked with recording and analysing incidents and their resolution as a means of continuous improvement. You will be liaising and working with our wider support team across multiple geographies.

You must have a high level of technical expertise, a service mindset and strong foundation in ITIL and associated Service Management methodologies, tools and processes.

The role will on occasion be required to assist the Ecommerce Service Lead in the co-ordination and task management of the wider Ecommerce team.

Core Responsonsibilities

• Monitoring, recording and responding to all new incidents and service requests raised via ticketing system, telephone, face to face and email.
• Management of Major Incidents in a complex technical environment, including co-ordination of internal / external teams and 3rd parties.
• 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.
• 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.
• 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.

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, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.