Platform Support Lead - 1st/2nd Line IT

First Central; United States; Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Hybrid working

Office quarterly meetups

Job summary

First Central invites applications for a Platform Support Analyst to join our Salford Quays team on a 6-month fixed-term contract. You will provide 1st and 2nd line support for the Focus platform and its third-party services, aiming to maintain high SLA results and data quality for core reporting.

You will work on incident, problem and change management, coordinating with cross-functional teams, documenting processes, and improving tooling to enhance uptime. Hybrid working is supported.

Qualifications

• Experience in IT service management focusing on incidents, problems and changes.
• Strong knowledge of service management tools, e.g. Cherwell.
• Experience with SQL databases and reporting tooling.

Responsibilities

• Maintain and monitor the Focus platform and estate to minimise failures.
• Log, analyse, triage and prioritise incidents, problems and changes across channels.
• Ensure services meet SLA targets and daily health checks are completed.
• Lead on major incidents and coordinate root-cause analysis with stakeholders.
• Update and maintain documentation in Knowledge Base and runbooks.
• Collaborate with Dev teams to implement changes and post-deploy fixes.
• Provide out-of-hours support as needed during delivery and maintenance windows.

Skills

Incident management

Problem management

Change management

ITIL Foundation

Cherwell Service Management

MS SQL

Tools

Cherwell Service Management

MS SQL

Power BI

SMT reporting

Job description

First Central invites applications for a Platform Support Analyst to join our Salford Quays team on a 6-month fixed-term contract. You will provide 1st and 2nd line support for the Focus platform and its third-party services, aiming to maintain high SLA results and data quality for core reporting.

You will work on incident, problem and change management, coordinating with cross-functional teams, documenting processes, and improving tooling to enhance uptime. Hybrid working is supported.