Negotiable
Undetermined
Undetermined
Leeds, England, United Kingdom
Summary: The Application Support Analyst role at Evri involves providing proactive monitoring and first-line support for IT systems, ensuring a seamless customer experience. This fixed-term position requires the analyst to troubleshoot application events and performance issues while adhering to ITIL processes. The role is part of a 24x7 team, necessitating a flexible shift pattern. Evri emphasizes a supportive and inclusive work environment, aiming to foster individual growth and development.
Key Responsibilities:
- Monitor and log application events and issues, escalating unresolved incidents.
- Troubleshoot unexpected alerts using industry-leading software and follow ITIL processes.
- Triage and resolve incidents for applications, minimizing escalations to Engineering teams.
- Document procedures and maintain the Knowledge Base for team articles.
- Work in a 24x7 team with a 4-days-on-4-days-off shift pattern.
- Engage in “shift left” activities to resolve more incidents at first contact.
- Provide weekly documented feedback on recurring issues and areas for improvement.
- Support essential monthly database maintenance by starting and stopping services.
- Act as the single point of IT Support out of hours, triaging high-priority incidents.
- Collaborate with duty managers to manage and communicate live issues effectively.
Key Skills:
- Degree level education or equivalent experience.
- Experience in system operation or application support in a live environment.
- Proficiency with Service Management tools like ServiceNow.
- Working knowledge of system & application monitoring tools (e.g., AppDynamics, CloudWatch).
- Experience in creating and executing SQL scripts.
- Understanding of command line interfaces.
- Ability to troubleshoot, organize, and prioritize incidents and alerts.
- Awareness of ITIL framework and Service Level Agreements.
- Hands-on experience with Issue Management tools (ServiceNow, Jira, Confluence).
- Able to provide clear overviews of complex technical issues.
Salary (Rate): undetermined
City: Leeds
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT