Description
This is a great opportunity to join a newly created proactive Production Support team working as part of an agile organisation and be responsible for the day to day support of one of the most exiting transformation programmes in the market. This will be a first line support role but with second line support expected for some of the systems.
Responsibilities will include the monitoring of the application to ensure it is working as expected, if issues arise action and resolved them in collaboration with the other members of the team. Ensure immediate escalation of issues that impact business service levels. Liaise with the project team to ensure smooth transition of small changes/projects to production. Support the test team in pre testing of fixes prior to BAU release.
Role and Responsibilities
- Proactively monitor the platform and implement best practices and improvements to existing processes and tools
- Triage incidents and pass to the relevant team, following tickets through to resolution.
- Retain up to date knowledge of the support processes
- Be fully accountable for all personally assigned tasks, ensuring all progress reporting, issues and matters requiring escalation are carried out promptly
- Actively communicate with the other members of the team and ensure all knowledge gained is shared.
- Understand the level of risk involved in incidents raised and prioritise accordingly.
- Deliver pragmatic solutions to problems, carry out comprehensive testing and support users through UAT.
- Build and maintain effective relationships with internal stakeholders as a strong advocate for the team.
Summary of Key Competencies
- Proactive and able to work on own initiative with minimal supervision
- Excellent oral and written communication skills
- Strong attention to detail, numerate and analytical
- Excellent interpersonal skills with an ability to build strong working relationships
- Ability to manage a highly variable workload
Other Requirements of the Role
- Understanding of the ITIL framework
- Experience of working to SLAs and KPIs
- Experience facilitating support and resolution
- Exposure to IT technical architecture
Candidates should have:
- Minimum 10+ years' experience with digital businesses and related ecosystems.
- Strong product experience defining amazing customer experiences and different means of value exchange.
- A bold thinker with strong entrepreneurial and growth mindset, experienced in scaling fast-growing businesses.
- Data-driven experimenter skilled in Lean Startup practices.
- Experience managing global teams across multiple functions.
- Excellent interpersonal skills.
- High level of attention to detail and organization.
- It is very likely that the candidate will have experience of fast-moving and growing multi-national organizations in the online, banking, fintech or payments space, preferably also with experience of multi-channel organizations.