Senior Service Support Analyst Job at Made Tech (Bristol)

Job Description

As a Service Support Analyst you will work as part of a Managed Service team to support applications, platforms and data services for our clients and their end users. You will provide predominantly 2nd line support to public sector users and the public. You may get the opportunity to work across multiple services at a time, helping to not only resolve issues but also proactively improve the services you support. You will be responsible for providing technical support, and operational expertise, ensuring reliability, security and efficiency. A Senior Service Support Analyst at Made Tech works in tandem with Service Delivery Managers and Support Engineers to provide a holistic service to clients across the Public Sector.

Job Responsibility

Responsible for the efficient triage and resolution of issues to minimise the impact to our clients and their end users - collaborating with internal and client teams where required
Provide first fixes for incidents wherever possible, escalating with appropriate handover where required
Pro-actively monitor and manage production solutions to maintain availability and performance
Provide shift based coverage, performing handover to support teams on preceding and subsequent shifts
Provide feedback and propose solutions to the wider team on how to improve performance, capacity and usability
Communicating clearly with various support teams such as security or product regarding active incidents, problems or changes
Manage user service requests such as IAM or tool provisioning in line with contracted SLAs
Provide technical, operational and communication support during major incidents or outages
Maintaining CMDB records including patches, upgrades and licences
Talking with end users and/or Level 1 agents to determine the nature of problems, diagnosing the source of issues
Creating and updating knowledge base articles and guidance for service users and 1st line support agents
Creating automated responses for service requests
Identify trends for common problems and delivery workarounds whilst working with the 3rd line teams to resolve underlying issues
Provide guidance and support to more junior service support analysts, including those on different projects
Being an active member of Made Tech’s communities of practice, sharing knowledge and learning from others
All team members share responsibility for maintaining our Service Management System. This includes actively contributing to its upkeep, ensuring documentation remains accurate and current, and staying aware of ongoing service activities, improvements, and compliance obligations

Requirements

Strong IT background with experience supporting digital and/or data services in the production environment
Strong customer service background, working in 2nd line support
A logical, analytical approach to problem solving
Knowledge of network and firewall infrastructure
An understanding of the UK public sector
Familiarity with scripting (Python, SQL etc.) skills and knowledge of how they are used for administration, monitoring and support tool configuration
Familiarity with IaC (Terraform, Ansible etc.) and DevOps (GitLab, Bitbucket etc.) tools and knowledge of how they are used for deployments
Experience of running disaster recovery activities in the production environment
Understanding of ITIL and ISO20000
Familiar with following incident, change and problem management processes
Excellent oral and written communication skills with the ability to communicate effectively with technical and non-technical audiences
Working in a consultancy where teams can change to meet evolving client needs
Eligibility for SC (security check) clearance requiring 5 years' continuous UK residency and 5 years' employment history (or back to full-time education)

What we offer

Flexible benefit platform which includes a Smart Tech scheme
Cycle to work scheme
Individual benefits allowance which you can invest in a Health care cash plan or Pension plan
Optional social and wellbeing calendar of events
30 days of paid annual leave plus bank holidays
Flexible Working Hours
Flexible Parental Leave
Remote Working (part time remote working for all our staff)
Paid counselling as well as financial and legal advice

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