Service Support Analyst

Role Overview

• Responsible for the efficient triage and resolution of issues to minimise the impact to our clients and their end users
• collaborating with internal and client teams where required
• Provide first fixes for incidents wherever possible, escalating with appropriate handover where required
• Pro-actively monitor and manage production solutions to maintain availability and performance
• Provide shift based coverage, performing handover to support teams on preceding and subsequent shifts
• Provide feedback and propose solutions to the wider team on how to improve performance, capacity and usability
• Communicating clearly with various support teams such as security or product regarding active incidents, problems or changes
• Manage user service requests such as IAM or tool provisioning in line with contracted SLAs
• Provide technical, operational and communication support during major incidents or outages
• Maintaining CMDB records including patches, upgrades and licences
• Talking with end users and/or Level 1 agents to determine the nature of problems, diagnosing the source of issues
• Creating and updating knowledge base articles and guidance for service users and 1st line support agents
• Creating automated responses for service requests
• Identify trends for common problems and delivery workarounds whilst working with the 3rd line teams to resolve underlying issues
• Being an active member of Made Tech’s communities of practice, sharing knowledge and learning from others
• All team members share responsibility for maintaining our Service Management System. This includes actively contributing to its upkeep, ensuring documentation remains accurate and current, and staying aware of ongoing service activities, improvements, and compliance obligations

Requirements

• Strong IT background with experience supporting digital and/or data services in the production environment
• Strong customer service background, working in 2nd line support
• A logical, analytical approach to problem solving
• Knowledge of network and firewall infrastructure
• An understanding of the UK public sector
• Familiar with solutions that use scripting (Python, SQL etc.), IaC (Terraform, Ansible etc.) and DevOps (GitLab, Bitbucket etc.) tools
• Experience of supporting disaster recovery activities in the production environment
• Understanding of ITIL and ISO20000
• An ability to run or lead an ITIL process/function such as Incident, Problem, Change or Release Management
• Familiar with following incident, change and problem management processes
• Excellent oral and written communication skills with the ability to communicate effectively with technical and non-technical audiences
• Working in a consultancy where teams can change to meet evolving client needs

Tech Stack

• Ansible
• Python
• SQL
• Terraform

Benefits

• 30 days Holiday
• we offer 30 days of paid annual leave plus bank holidays
• Flexible Working Hours
• we are flexible with what hours you work
• Flexible Parental Leave
• we offer flexible parental leave options
• Remote Working
• we offer part time remote working for all our staff
• Paid counselling
• we offer paid counselling as well as financial and legal advice