Take ownership of incidents that are assigned to the Production Support Team
Diagnose the issues and provide triage information for the Production Support developers. Including requirements, and evidence of the problem and how the systems should behave.
Escalate incidents where appropriate and liaise with the development teams to ensure prompt resolution
Log and track incidents which are assigned to a third party. Ensuring communications flows are kept open to allow prompt diagnosis and resolution.
Ensure Problems are kept active and updated and resolved in line with the Production Support process
Change Management
Notifying the change management teams when a reported issue requires a Change Request rather than a fix.
Provide requirements or assist other Business Analysts with the creation of the change request documentation
Other Responsibilities:
Participation in projects at various stages of the project lifecycle to provide:
SME knowledge, Defect Management, Test support, Requirement Gathering and Documenting
Ownership and improvement of the Production Support Processes
The successful applicant may be required to form part of the established on-call rota providing additional backup and support to the Level 2 support group.
Required Knowledge, Skills, and Abilities
Ideally the candidate will have knowledge of/background in:
Microsoft SQL server. Specifically querying and reporting from SQL databases
Microsoft Products
Cloud Delivery Platforms
Atlassian Suite of Tools, primarily Jira and Confluence