AddressTo provide 2nd and 3rd level fixes and support to the Openwork Service Desk on tickets that relate to Openwork strategic / mission critical applications
Support junior team members with issues not covered by process documents.
Involvement in process enhancements and projects where required and make suggestions for improvements
Owner of configuration changes to our core systems
The Benefits:
- Salary - up to £45,000
- Bonus scheme - on target bonus - 7.5%
- Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
- Critical illness cover
- Income protection - 1x salary
- Death in service - 4x salary
- 25 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
- A range of other flexible benefits to include private medical insurance, dental insurance and much more.
Key Accountabilities :
Incidents 2nd Level
- Able to resolve complex tickets
- Create and maintain knowledge base and support documentation
- Support and coach other members of the team and handle escalations from them
- Feedback to senior staff on repeat issues and raise a problem if needed
- Proactively suggest and implement service improvements
- Deputise for the manager as necessary
- Ensure adherence to escalation procedures.
- Handle escalations from other members of IT
- Take leading role with major incidents that are being resolved by the team
- Experienced in using an Application Performance Monitoring tool to assist in resolving incidents
Incidents 3rd Level
- Analyse incidents and determine if 3rd level
- Assist 3rd level teams in resolving incidents
- Be able to resolve 3rd level incidents where required and appropriate
Application Configuration/ Management
- Own the configuration process for the system (s)
- Be able to resolve issues and queries passed to them from other team members
- BAU Activities and Service Transitions
- Propose enhancements and improvements to the team’s processes
- Implement a Service Agreement process as part of transition if required
- Code and implement improvements if required
- Maintains team documents and processes
- Conducts investigations on system performance and makes proposals for improvement.
- Raising change documentation and representing this and the Application Support team at IT CAB assessment sessions
- Deploy software and ensure associated documentation is updated appropriately
Projects
- Makes a significant contribution to projects.
- Provides consultancy to projects
- Able to deploy software
- Leadership skills relating to an application i.e. engage with stakeholders to drive what releases are required based on functionality available
Development Techniques
- Creation and updates to solution design documentation
- Elicitation of requirements for solution build
- Maintain adherence to code management standards and use of code repositories
- Perform or support Unit testing, System testing and User Acceptance testing as required
System Releases
- Support for development and testing teams in preparation for System releases
- Maintenance of implementation plans for releases
- Perform live implementations, resolving implementation issues and participating in post implementation reviews
