Senior Operations and Application Support Analyst

4 days ago

London, United Kingdom EA FIRST LTD Full time

EA first are excited to have partnered with a fast-growing Fintech who are providing a SaaS to large Corporates and banks. This organisation is looking to recruit a Senior Operations and Application Support Analyst to the growing team

This organisations Support team is responsible for monitoring the operation of the system, providing support to our customers, performing configuration changes, and working with other teams within the organisation to roll out the platform to new customers.

**Primary responsibilities**:
In this role, you will be responsible for the provision of 2nd and 3rd line support to global

network of customers while working closely and mentoring other members of the team.

Responsibilities will include:

- Owning and managing the support of assigned clients
- Mentoring and developing a team of Operations and Application Support Analysts
- For critical issues identify solutions to get clients back to BAU as quickly as possible in line with client's SLAs
- Acting as a final scalation point for client issues
- Producing and disseminating service reporting to internal and external stakeholders
- Triaging incoming tickets, performing analysis, and resolving customer issues
- Implementing ad-hoc configuration changes using the organisations proprietary tools
- Clearly and effectively document and communicate issues through the use of Jira
- Collaborating closely with the Development, Infrastructure, and Implementation teams to bring new customers onto the platform

**Education / Qualification**

**Skills required**:

- Strong, demonstrable experience in successfully supporting, troubleshooting and/or implementing major hosted enterprise systems
- Advanced technical skills including, but not limited to, most of:

- SQL, RDBMS expertise
- Monitoring and scheduling tools (DataDog & AppDynamics)
- XML and proprietary data formats
- Operating Systems
- Cloud and other virtualisation/containerisation technologies
- DevOps and SRE tools and concepts
- Java
- Excellent verbal and written communications skills in English with the ability to maintain effective client and internal communication is essential
- Ability to take an issue independently through its entire life-cycle, documenting it at every step and extract lessons learned where appropriate
- Attention to detail while seeing the bigger picture
- Ability to deal with and thrive in a dynamic high-pressure environment
- Prioritisation of incoming and existing tasks independently according to urgency and impact
- Ability to engage with senior stakeholders where required.

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