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Platform Support Analyst
4 weeks ago
A challenging role as a Platform Support Analyst II is available in our company. This position involves supporting and maintaining digital platforms and applications for various industries, including construction, energy, and mining.
About the RoleYou will be part of a global support team responsible for troubleshooting and resolving production incidents. Your tasks will include triage, assessment, resolution, and assignment of production incidents.
You will also be expected to define and implement software and infrastructure monitoring and alerting. Additionally, you will identify opportunities to improve the support organization and processes.
Responsibilities- Work closely with Tier 1 Customer Support and Tier 3 Platform Operations team to troubleshoot and resolve production incidents.
- Triage, assess, resolve and assign production incidents.
- Define and implement software and infrastructure monitoring and alerting.
- Identify opportunities to improve the support organization and processes.
- Mentor other team members on ITIL best practices and support processes.
- Create and maintain knowledge base articles to drive "Shift Left" approach and enable Tier 1 support.
- 3+ years working in a global service support operations organization, with 24/7 on-call coverage, supporting cloud-based solutions.
- Practical experience in building operations reports with PowerBI, Azure Dashboards, and/or Excel.
- Hands-on experience in working with SQL databases.
- Understanding of change control and change management processes related to digital solutions.
- Practical experience with ServiceNow or similar ITSM tools.
- Excellent problem-solver with analytical skills to solve complex business problems.
- Good communication and interpersonal skills.
- Enthusiastic, motivated and a self-starter with good time management skills.
- Degree in Computer Science/IT related discipline or equivalent industry experience.
- ITIL certification(s).
- Experience in data analysis.
- Hands-on experience in automating tasks with PowerShell and/or Python to improve operational effectiveness.
- Familiar with DevOps and SRE practices.
- Proficient knowledge of object-oriented design and Microservice architecture design.
