WHAT WILL YOU BE DOING?

(We believe the best collaboration happens in person. This role requires the successful candidate to be onsite at least 3 days per week)

• Perform initial triage against client production Incidents and, where possible, manage these through to resolution by providing advice and guidance or correction/recovery using known issue workaround(s) or procedure reruns
• Perform a detailed analysis of issues when needed, collect and collate evidence and/or diagnostics and prepare a work request submission for the relevant Project/Development team. Co-ordinate and record any other activities, and SMEs required to resolve issues
• Working directly with the Project/Development teams, minor releases will need to be performed, typically executing SQL scripts. This may include performing essential MS SQL, such as executing pre-supplied scripts and writing basic enquiry scripts. You may also need to make minor configuration changes following directions from Project/Development teams.
• As well as updating all issue activity via the ticketing system, you will contribute articles to the Knowledge Base and Operational Procedures documentation to support other colleagues
• Interface with 3rd party application service providers and our clients. You may include attending and contributing to client meetings as required – in time, potentially owning some review meetings.
• An on-call rota is in place; you will be expected to participate in this rota once the relevant experience has been gained (approximately one week every month)