Support Analyst L2

Summary of the position

The role requires an individual who undertakes resolution of incoming issues, within expected technical capability, understands the impact of incidents on the client and responds appropriately – exhibits right sense of urgency.

Key accountabilities

• Regularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem.
• Recommends changes to resolve recurring issues.
• Reviews assignment of incidents by Incident Analysts - highlights to the team improvements
• that can be made in how calls are assigned.
• Uses technical understanding to question and clarify incidents raised by clients, before
• agreeing where to assign the incident (incident triage).
• Ensures all calls logged are clearly written so that any team member can understand the
• issue.
• Takes day to day responsibility for assigning incidents through the incident management
• system.
• Understands and executes against agreed processes for implementing fixes/changes.
• Understands the impact of non-delivery on the reputation of PMC with the client
• Provides regular client and internal communication on assigned activity and incidents -
• ensure that interested parties are clear on current status, highlighting any issues that might
• impact delivery in the defined timescales to Team Leader/Support Manager.
• Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLAs
• are at risk of not being met.

Please note that this role works on a rotational shift basis to ensure sufficient coverage 24/7 and meet the needs of the business.

Skills & Experience (Essential)

• Experience on Oracle or Microsoft SQL server database - Certification preferred but not must
• Experience in windows batch scripting
• Experience on helpdesk, incident, and problem management as L2 support
• Client interaction exposure
• Good communication skills, Verbal and Written both, is a MUST

Skills & Experience (Desirable)

• Good understanding of Building tool – Maven, Gradle etc.
• Very good understanding of ITIL framework and processes. ITIL certification is preferred.
• Working knowledge/experience on Linux - preferred but not must
• Able to share ideas with the team and self-confident.
• Go-getter and solution-oriented personality
• Very quick learner and keen to learn new things
• Reliable & accountable individual who can manage client interaction
• A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
• Having worked in a fast paced, dynamic environment
• Empathy and the ability to communicate both internally and externally
• Ability to multi-task, work under pressure and to tight deadlines
• Positive ‘can-do’ attitude, team player
• Efficient and Proactive