Support Analyst

We are looking for proactive and skilled Digital Applications Support Specialist to ensure the reliability and performance of digital solutions for a leading client (hybrid opportunity)

Key Responsibilities:

• Support & Maintenance: Proactively support and maintain the company's current and future digital applications and websites.
• Collaboration: Work with internal and external parties to maintain application reliability.
• Monitoring: Create and maintain relevant monitors/metrics for digital applications and websites.
• Incident Management: Triage, categorize, and prioritize all digital incidents. Manage incidents end-to-end through internal and third-party support teams.
• Problem Management: Drive internal and third-party technical teams to deliver root cause analysis. Regularly report on problem trends, resolution timelines, and improvement opportunities.
• Process Improvement: Analyze and improve IT service processes. Track and report on SLAs and KPIs to identify improvement opportunities. Create, implement, and monitor action plans to enhance service quality.

Skills

• Experience in Supporting and Implementing Digital solutions.
• Technical acumen - Investigating/Troubleshooting IT Infrastructure and Digital related incidents
• Knowledge of ITIL processes
• Knowledge of Linux and Windows Server Operating Systems, .NET/IIS Web Application, DevOps processes, Web Application Firewalls
• Excellent customer communication skills
• Analytical and problem solving mindset.