Software Support Analyst

Opplæringskontoret for Offshore fag; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a skilled application support specialist to join their dynamic team. This role involves monitoring critical components, resolving incidents, and collaborating with various stakeholders to ensure seamless application performance. The ideal candidate will possess strong analytical abilities and a customer-focused mindset, with experience in application design and ITIL processes. This is a fantastic opportunity to contribute to innovative projects while enhancing your technical skills in a supportive environment. If you're passionate about technology and ready to take on new challenges, this position is perfect for you.

Qualifications

• Experience in 2nd line application support and ITIL processes.
• Strong background in database technology and application development.

Responsibilities

• Monitor web servers and databases, ensuring optimal performance.
• Collaborate with vendors and stakeholders for application support.

Skills

ITIL processes

Analytical thinking

Application design & development

Problem-solving skills

Customer focus

Education

ITIL v3/4 Foundation certification

Tableau certification

Tools

MS-SQL Server

IIS

Kubernetes

Grafana

Elastic Cloud

PowerShell

JavaScript

HTML

C#

Job description

Key Tasks
The post holder will be required to do the following:
* Monitor components such as web servers, application servers, log files, disk space, and MS-SQL databases.
* Serve as a point of escalation for all application-related issues.
* Work as part of a second-line support team, managing incident resolution and root cause analysis.
* Collaborate with third-party vendors, stakeholders, and ICT teams to deliver application patches and releases, coordinating vendor support.
* Maintain middleware including IIS, MS-SQL Server, Active Directory, ASP, and .NET, troubleshooting, tuning performance, querying, and resolving bottlenecks.
* Work with cloud, container technologies, and Kubernetes.
* Design, develop, test, and deploy Tableau dashboards.
* Write reports using PowerShell, JavaScript, HTML, and SQL.
* Support daily operations of COTS and web-based applications, emphasizing problem-solving skills.
* Demonstrate strong customer focus, understanding internal and external customer needs when making decisions.

Key Skills
The post holder must have:
* Understanding of ITIL processes, incident, change, and problem management, with experience working to SLAs.
* Ability to understand business logic and technical tools, and to think analytically.
* Knowledge of application design & development, including agile methodologies, application and database design, and infrastructure technologies.
* Understanding of application backup, restores, and disaster recovery processes.

Experience
The candidate should have:
* Knowledge of web services, distributed systems, and web application development.
* Experience with incident and service request resolution using service management tools.
* Familiarity with application languages and technologies such as SQL, HTML, .NET, C#, and IIS.
* Experience with Elasticsearch or NoSQL document stores.
* Experience administering monitoring systems like Kubernetes, Grafana, and Elastic Cloud.
* A strong background in database technology, including writing and executing complex SQL queries, stored procedures, views, and functions.
* Experience applying ITIL incident, problem, and change management processes.

Desirables
Additional preferred qualifications include:
* Previous experience in a 2nd line application support role.
* ITIL v3/4 Foundation certification.
* Tableau certification is desirable.

Note: Due to the urgency of this role, candidates with or who have held high-level security clearance are encouraged to apply. Successful candidates will require security clearance, which may take up to 18 weeks. LA International is a recognized ICT recruitment and project solutions provider, operating globally from the UK. We welcome applications from diverse backgrounds and communities.