Platform Support Analyst

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Posted 6 days ago United Kingdom Salary undisclosed
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Job Description


As a Platform Support Analyst, you will be part of a global support team responsible for supporting and maintaining a bespoke platform suite of applications, performance metrics and related KPIs. The platform offers technical solutions to external companies to monitor and analyse their data in construction, energy and mining industries.


This team member will work very closely with the Platform Operations Team. This includes establishing and confirming current prioritisation of issues, advanced triage, and troubleshooting, monitoring system performance, and providing expertise on integration and knowledge management related matters.


You will be expected to lead by example, prioritise work, build/maintain reports and dashboards, and handle escalations. You will work together with your peers and colleagues to create an inspiring and innovative engineering culture that thrives from innovation, speed, and customer delivery.


Job Description:

  • Provide regional and global support for the platform while working within a global support team
  • Perform Incident Management of new and existing incidents within SLA's
  • Triage, troubleshoot and analyse incidents to resolution and escalate as required
  • Investigate, trace, and analyse data from data pipelines, databases, and tables
  • Work closely with Tier 1 Customer Support team and Tier 3 Platform Operations Team to reduce incidents and improve the customers experience
  • Decreasing repetitive incidents through Problem Records
  • Create and enhance Knowledge Base documents for resolution of incidents at Tier 1 support level (Shift Left approach)
  • Review new features and enhancements, provide feedback, and assist with testing strategy
  • Collaborate with Tier 2 colleagues as a team to innovate and manage workload


Qualifications and Experience:

  • Degree/High Level Qualification in Computer Science /IT related discipline or equivalent industry experience
  • Experience working in a global service support operations organisation with 24/7 coverage accountability
  • Experience with SQL (preferred MS-SQL)
  • Hands-on experience programming automation tasks to improve operational effectiveness
  • Experience in technical operations of custom developed cloud services (Azure Monitor and Azure Log Analytics preferred) with external and internal SLAs
  • Hands-on experience building operations reports (PowerBI, Azure Dashboards, Excel preferred)
  • ITIL Foundation Certification
  • Familiar with DevOps and SRE practices (e.g. SLOs)


Desirable skills:

  • Work experience in environments with Data Telemetry collection from remote points and automatic/batch processing for equipment monitoring
  • Experience working as a member of a global multi-region and/or multi-language support team
  • Proficient knowledge of ServiceNow or similar ITSM tools
  • Agile working practices