Senior Support Analyst (5+ years exp) IRC286816

Description

NA

Requirements

Overview
Reporting into the Ecommerce Service Lead the role holder will be required to
provide support for both internal and external stakeholders in relation to
Ecommerce systems and platforms.
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.Required Skills and Competencies
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

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

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

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.