Technical Service Analyst IRC257447

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

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.