Job Description

The Senior Technical Support Analyst is responsible for investigating and resolving complex incidents and problems escalated from the 1st line team. This advanced role requires in-depth technical analysis, proactive trend investigation, and management of critical P1 incidents. Key responsibilities also include managing the handover of projects, supporting release sign-offs, and actively mentoring 1st line analysts to foster their professional development.

Responsibilities:

• Investigate and resolve incidents escalated from 1st line (including P1s).
• Manage incidents to a high standard (detailed notes, correct priority/state, clear resolution, timely updates, appropriate handover).
• Participate in Problem Management, including Root Cause Analysis (RCA) and investigation on Problem tickets.
• Support Major Incident (MI) investigations.
• Investigate trends and perform data analysis to identify underlying issues.
• Identify incorrect or inaccurate information in monitoring tools.
• Update and create monitoring dashboards in Dynatrace as required.
• Create and update synthetic monitoring to meet the observability needs of the business.
• Conduct in-depth investigations into system issues, including performance degradation and errors, using Dynatrace and other tools.
• Investigate ActiveBatch alerts and failures and return to normal operation as efficiently as possible.
• Perform database checks and run SQL queries as needed.
• Utilize Dynatrace effectively for performance analysis of new code changes.
• Support release/feature sign-off from a performance and error perspective.
• Amend and create more complex synthetic tests and dashboards in Dynatrace.
• Use browser developer tools for advanced debugging (including JavaScript).
• Utilize SQL for investigating and potentially resolving data issues.
• Use basic SSIS knowledge for ActiveBatch job investigations.
• Communicate effectively with stakeholders and input into P1 incidents (updates, resolution comms).
• Liaise clearly with other teams, departments, and 3rd parties.
• Attend relevant meetings (e.g., CAB review, ICE meetings).
• Handle callout handover follow-ups, including reviewing logs.
• Actively support and mentor 1st line analysts, focusing on facilitating their learning and independence rather than simply taking over tasks.

Requirements:

• Monitoring Tools: Good proficiency with observability tools allowing you to quickly analyse issues, identify root causes, create complex tests and build dashboards.
• Incident Management Systems: Proficient use of IT Service Management tools (e.g., ServiceNow).
• Web Technologies: Good understanding of the website architecture (on premise services, cloud components, 3rd parties, mobile app integration and databases.
• Proficient with browser developer. tools for debugging.
• Databases: Good SQL knowledge for data issue investigation and resolution.
• Automation: Good understanding of ActiveBatch jobs (process details, impact analysis, investigation, updating/creating jobs). Good Understanding of SSIS.
• Communication: Strong communication skills, including drafting clear business wide P1 comms, documentation, and interacting effectively with various stakeholders.
• Critical Thinking: High level of critical thinking – ability to analyse beyond the obvious, understand wider impacts, assess risks, and evaluate different solutions.
• Incident Management: High standards of incident management discipline.
• Independence: Ability to work independently, retain knowledge, and make informed decisions, seeking confirmation when necessary.
• Mentorship: Willingness and ability to guide and develop junior team members.

Preferred:

• Experience working in a large or multinational organization.
• Experience with ServiceNow (ITOM or ITSM) or other enterprise IT service management tools.
• Familiarity with observability tools such as Dynatrace.
• Experience in an ecommerce technical environment.

Interested candidates can apply online or email your CV to [email protected]