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Senior Second Line Support Analyst

  • Location:

    London

  • Sector:

    Cloud, Infrastructure and Services

  • Job type:

    Permanent

  • Job functions:

    Senior, Support Analyst

  • Salary:

    £55000 - £65000 per annum + plus benefits

  • Contact:

    James Birdi

  • Contact email:

    james.birdi@lafosse.com

  • Job ref:

    85438_1667927060

  • Published:

    23 days ago

  • Expiry date:

    2022-11-24

  • Startdate:

    ASAP

Joining a global proptech firm as they enter a journey of hypergrowth, your role as Senior Second Line Support Analyst will be to provide technical and operational support to their production services.

Location: London (2 days a week)

Package: up to £65k plus benefits

You'll act as point of escalation within the development teams for all second line support technical issues, also working alongside product management and customer success teams to improve overall service.

Key Responsibilities:

  • Acting as shift lead coordinating the activities and priorities of the 2LS team

  • Driving and performing technical root cause analysis on defect cases escalated from the Customer Success team

  • Manage the incident queue for escalation to Third line development support where necessary, including triage & re-prioritisation

  • Manage the Operate application service problem stack liaising between Product and Customer Success on priorities for sprint planning and development

  • Perform production releases

Ideally you'll have:

  • Experience of supporting complex, real-time, mission critical systems as a lead second line support analyst is essential;

  • Experience with SaaS and Amazon Web Services

  • Strong experience with relational and NoSQL databases

  • Strong knowledge of Microsoft Windows operating systems

Weekly rotational shift pattern of 8AM - 4:30PM, 9AM - 5:30PM or 4:30PM - 1:00AM.

Sound interesting? Please apply directly for more details.

Each applicant will be reviewed and replied to

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