Technical Analyst

NTT America, Inc.; Glasgow; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Flexible work options

Learning & Development

Wellbeing benefits

Job summary

NTT DATA UK & Ireland is seeking a Technical Analyst to provide 2nd line support, triage, and issue investigation across FE and BE. You will work with frontend, backend, and product teams to resolve issues and improve support processes.

The role requires strong analytical skills, the ability to read logs, and clear communication with technical and non-technical audiences. Flexible work options are available within the UK & Ireland team.

Qualifications

• Experience in application support, technical triage, or production support roles.
• Strong analytical and problem-solving skills.
• Ability to read logs and interpret technical error messages.
• Clear and confident written and verbal communication skills.
• Comfortable working across technical and non-technical audiences.

Responsibilities

• Triage and respond to incoming support tickets in a timely and professional manner.
• Act as the first point of contact for end users for the application issues.
• Gather sufficient detail from users to accurately diagnose issues.
• Monitor application logs and dashboards to identify errors or abnormal behaviour.
• Analyse runtime errors and system messages to understand root causes.
• Spot recurring themes or patterns in support issues and elevate appropriately.
• Troubleshoot and debug issues to determine whether they relate to user error, FE or BE issues.
• Reproduce issues where possible to support diagnosis and resolution.
• Retest solutions with users after issue resolution.
• Work closely with frontend, backend, and product teams to support issue resolution.
• Collaborate with end users and other suppliers when necessary.
• Help improve support processes by identifying common user errors and system weaknesses.
• Contribute to knowledge bases, FAQs, or guidance to reduce repeat issues.

Skills

Application support

Technical triage

Production support

Analytical skills

Problem solving

Log interpretation

Clear communication

Cross-functional collaboration

Job description

The team you'll be working with:

The Technical Analyst will be responsible for 2 nd line support, triage, and investigation of application issues. The role focuses on identifying whether reported issues are caused by user error, frontend (FE) defects, or backend (BE) defects, and ensuring clear, accurate information is passed to the appropriate teams for resolution.

What you'll be doing:

Support & Triage

• Triage and respond to incoming support tickets in a timely and professional manner

• Act as the first point of contact for end users for the application issues

• Gather sufficient detail from users to accurately diagnose issues

Monitoring & Analysis

• Monitor application logs and dashboards to identify errors or abnormal behaviour

• Analyse runtime errors and system messages to understand root causes

• Spot recurring themes or patterns in support issues and elevate appropriately

Troubleshooting & Debugging

• Troubleshoot and debug issues to determine whether they relate to:

• User error

• Frontend (FE) issues

• Backend (BE) issues

• Reproduce issues where possible to support diagnosis and resolution

• Retest solutions with users after issue resolution

Collaboration & Continuous Improvement

• Work closely with frontend, backend, and product teams to support issue resolution

• Work closely with end users to triage and resolve issues working with other suppliers where necessary

• Help improve support processes by identifying common user errors and system weaknesses

• Contribute to knowledge bases, FAQs, or guidance to reduce repeat issues

What experience you'll bring:

• Experience in application support, technical triage, or production support roles

• Strong analytical and problem‑solving skills

• Ability to read logs and interpret technical error messages

• Clear and confident written and verbal communication skills

• Comfortable working across technical and non-technical audiences

Who we are:

At NTT DATA, you have endless opportunities to think big, act bold and take ownership. As a $30+ billion business and technology services, AI and digital infrastructure leader, we co-innovate solutions with clients and partners globally for business and societal impact. Serving 75% of the Fortune Global 100, with experts in over 70 countries, we encourage experimentation and recognize great work. Proudly a Global Top Employer, NTT DATA is part of NTT Group, which invests over $3 billion annually in R&D. Make this the place where you grow.

what we'll offer you:

We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.

You can find more information about NTT DATA UK & Ireland here: https://uk.nttdata.com/

We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us, during the application process, that they have a disability and meet the minimum requirements for the role. If you require any reasonable adjustments during the recruitment process, please let us know. Join us in building a truly diverse and empowered team.