Support Analyst

Job Description:

Reporting to the Digital Platform Operations Lead and ensuring that and support incidents from any Digital Platforms are tracked and resolved by the appropriate teams operating effectively across the LLA. This role is at the heart of our Digital Support process. The Support Analyst will use their digital, technical and organizational experience to troubleshoot issues and get the right support from different partners as necessary. Support analysts are focused on making sure that support issues are solved and stay solved

Key Accountabilities:

• Resolve issues that are assigned, using best practices, support from L2 and L3 partners and other sources.
• Drive operational and platform improvement based on incident resolution and the need to improve supportability and reliability of the platform.
• Implement and trigger common support activities.
• Manage and support scheduled activities like platform/application deployments as required.
• Provide support to business users as necessary.
• Continue to document and build understanding of the platforms.
• Coordinates with other support organizations to manage escalated issues.
• Mobilizes appropriate stakeholders and resources to get issues resolved.
• Will work across multiple Squads or across multiple lines of business

Knowledge & Experience:

Preferred education/ qualifications:

• Graduate level (Bachelors or higher) degree in Information Technology or related field. Significant technical centric job experience (3+ years) can count in place of technical degree.
• Experience working with Support Management Tools and Ticketing Platforms (Jira Service Management, Jira Software)
• Understanding of Digital Technologies and common problem areas

Specific Knowledge & Experience:

• Knowledge of Technical Support and Incident Management tools (Jira, SCCD and others)
• Grasp of methodologies, frameworks and tools to manage supports and incidents in an Agile working environment
• Knowledge of Incident and Technical Support Lifecycle and incident Management
• Knowledge and experience of supporting online and digital platforms, preferred experience with Digital and customer facing web portals and mobile applications
• Familiarity with proactive support tools, dashboarding tools and Amazon Web Services are highly desirable.
• Good people skills and attention to detail working across multiple functional teams to ensure issue resolution
• Good technical experience – familiarity with the digital delivery lifecycle, digital technologies and platforms
• Strong written and verbal communication skills, ability to form strong business relationships across all functions
• Comfortable in a Digital First Environment – Passionate about building out Digital Solutions for customers
• Timeliness in all actions with quality consciousness towards services received and provided
• Works collaboratively with stakeholders and team members to deliver the best results for the customer and to remove barriers of execution
• Demonstrates strong ability to work under pressure with multiple competing priorities.

Skills & Abilities:

• Operates and Maintains Digital Platforms
  • Ensures that in production digital platforms deliver optimal benefits to customers
• Innovates with a customer focus
  • Surprises and delights our customers and innovates based on business and customer needs
• Creative and Problem Solving
  • Delights in finding creative solutions for technical problems – takes problems and figures out solution
• Entrepreneurial Drive for Results
  • Tenacious and relentless in their drive for results. Striving to achieve simplicity for our customers
• Lives One Company
  • Works across our matrix/footprint to achieve the best outcome for the business, our customers, employees and shareholders
• Industry Specific
  • Multi-industry knowledge with ability to leverage knowledge from other industries such as Banking to innovate on LLA’s digital approach. Knowledge of telecommunications, ISP & Broadcast industry is a plus.
  • Strong Digital Background – familiar with operating digital platforms and the operational challenges of a 24/7 Digital environment
• Resilient Approach
  • Ability to lead at scale across multiple priorities, continually innovating and creating new opportunities to deliver greater efficiency

Required critical competencies and behaviors:

Business Focus

• Accountable for the management of support requests and incidents against the Business OKRs and KPIs
• Accountable for ensuring that that issues raised by internal and external platform customers are addressed according to process
• Accountable for acting as a member of their peer tribe to ensure success for their peer group and IT management team as a whole, not just their own team

Communications

• Accountable for managing key Stakeholder expectations and communications
• Accountable for Managing communications of key business and IT group information to their teams on a daily and weekly basis

Relationships

• Accountable for ensuring that key business relationships are identified, developed and regularly maintained proactively to support business performance and communications
• Strong inter-personal and collaboration skills with the ability to interact at all levels, building and strengthening positive relationships at every touch point

Performance

• Accountable for ensuring their own performance and habitually reviews working practices and performance with a view to improving processes, procedures and general levels of service, ultimately engendering a “continuous improvement” culture resulting in enhanced customer experience

Reporting

• Accountable for ensuring that the required Status reporting is provided to the timetable and timescales required

Personal

• Displays Energy and passion to achieve and exceed stretching objectives often delivering within tight timescales
• Displays a highly collaborative and constructive approach to solving problems cross functionality
• Displays Strong relationship building, collaboration and influencing skills
• Displays High personal integrity and strong leadership qualities
• Displays Flexibility in approach to work and able to perform under pressure
• Able to dynamically respond to both strategic and tactical operational management requirements
• Commercial awareness of the external environment and the ability to “think outside the box”
• Displays high levels of self-awareness and emotional intelligence in all situations