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Technical Problem Analyst
30,000 - 30,000 GBP
Microlise
Farrington Way, Eastwood
30,000 - 30,000 GBP
Requirements
Must:
We are looking for candidates with demonstrable experience in a third line or senior technical customer support position. A solid understanding of ITIL foundation and Problem Management Practice is preferred. You should have SQL Server skills (or similar), along with the ability to query databases at a high level. Excellent communication skills are essential, as you will need to interpret and relay technical information clearly and concisely. We value strong organizational skills and flexibility in adapting to changing priorities. Experience with Key Performance Indicators and Service Level Agreements is also important. Candidates should have evident technical infrastructure experience and application support experience, particularly with managing blue-chip customers. Exceptional problem-solving skills and the ability to analyze data using tools like Excel, Tableau, or PowerBi are also required.
Responsibilities
As a Technical Problem Analyst, I will ensure that I proactively identify and analyze technical problems within our services. I will conduct root cause analysis (RCA) to resolve recurring incidents and collaborate with technical teams to gather and analyze data, logs, and performance metrics. I will work closely with incident management, change management, and service desk teams to drive seamless problem resolution. Coordination with cross-functional teams will be essential as I devise and implement permanent fixes or workarounds for identified problems. Moreover, I will maintain comprehensive documentation of all identified problems, including RCA findings and resolution activities. Preparing and presenting detailed problem reports to senior management and stakeholders will be a significant aspect of my role. I will also track and monitor problem management metrics to identify trends and lead initiatives to improve system reliability, performance, and scalability. Managing and resolving problems within set SLAs, ensuring effective communication with customers, writing and executing SQL server database scripts, and creating technical documentation will be part of my daily tasks. Lastly, I will engage in producing weekly, monthly, and quarterly reports, attend customer calls to represent the Problem Management function, and identify items for service improvement plans.
Description
At Microlise, we pride ourselves on the essential role we play within the logistics and retail industries. Our software and telematics solutions are utilized by leading grocery retailers and household names. With over thirty years of operation, we are a publicly listed company on the London Stock Exchange, driven by a culture that fosters collaboration and development. We provide full support and training, private medical insurance, generous holiday allowances, life assurance, and various employee benefits. Our commitment to health and well-being is evident in the presence of over 20 mental health first aiders and comprehensive employee assistance programs. We have been recognized as a Great Place to Work and are dedicated to creating an environment that supports development, technology, and well-being for all employees. We welcome you to join our team and contribute to our ongoing success.
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The company with most openings is Proactive Appointments Limited as they are hiring for 32 different Business Specialist jobs in the UK. They are probably quite committed to find good Business Specialists.
The company with most openings is Proactive Appointments Limited as they are hiring for 32 different Business Specialist jobs in the UK. They are probably quite committed to find good Business Specialists.