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Job Description
KEY RESPONSIBILITIES:
Recognising incidents through our monitoring and resolving these incidents.
Collaborate effectively with internal and external colleagues to resolve incidents that the SA is unable to resolve themselves.
Uncover and recognise any risks that threaten agreed SLAs, executing relevant mitigation plans for anything approaching an SLA breach.
Provide reporting to be used in service reviews with clients and internally.
Attend Service Reviews with clients to discuss previous SLA performance and understand future plans.
Produce Problem Management reports and support the identification of future improvements for Service Delivery.
Review reporting that you produce to identify successes and improvements for the IT Operation.
Recommend and coordinate implementation of changes to ITSM services to improve Client metrics
Day to day responsibility of owning and resolving issues raised by clients or issues alerted to us through our monitoring solution.
Reviewing documented processes to resolve incidents to ensure they are up to date and accurate.
Escalate all major issues appropriately.
The SA team will need to apply the fundamental tasks of the SA team across all clients on all platforms.
The SA team will need to be working in shift according to UK times
Experience & Skills Required
2-4 years minimum of relevant experience in Support Analyst, 1st line support role.
Experience of working in an ITIL environment
Technical background within Managed Services and IT industry preferable
Ability to work independently and as part of team in a matrix organization
Experience working in a fast-paced and dynamic environment in a growing company
Knowledge working in a support role for any of our platforms (Demandware, Hybris, Magento) highly preferable.
Skills
ITIL , Magento , IT Software ,
Qualifications
- Computer Science / IT