Job Title: 2nd Line Support Analyst
Location: Slough
Salary: Competitive
Job Type: Full Time
About the role:
At Tenerity, we help companies across the world deepen their engagement with customers and enhance the value of those connections. Our relentless focus on innovation and effectiveness has created compelling, industry-leading technology and services that help our clients earn their customers’ loyalty every day.
We owe our success to the culture and values our employees embrace and model every day. Transparency and communication form the bedrock of all that we do. We promote inclusion and diversity within our organization to garner perspective and build trust. And we are laser-focused on the needs of our clients, which means as their needs change, we will continue to adapt and innovate.
As our 2nd Line Support, you will manage the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.
What to expect …
- Provide production support for AWS Cloud & Nextgen Platform (Basic Java or any other programming skills, PL/SQL and basic Mobile app knowledge is mandatory)
- Develop and maintain PL/SQL scripts to retrieve data for troubleshooting, analysis and reporting
- Follow standards for IT Infra administration and AWS operation including the scheduling, running, monitoring, logging, management of errors,
- Recovery from failures, and validation of outputs to target systems
- Experience with data modeling concepts and familiarity with data modeling & data configuration tools
- Sound Knowledge in API & Micro services
- Hands on experience in automating manual support operations
Secondary Skills:
- Provide 2nd line applications support for business Applications suite including website technologies.
- Perform root cause analysis for application incidents
- Perform daily maintenance and monitoring tasks, which allow the smooth running of systems, and prevent problems from occurring.
- Provide On call Support (as part of roster)
- Support Ticket (Incident) management
- Raise tickets for 3rd line development teams and manage to resolution ensuring your customers are updated
- Identify and develop utility software that can help automate and pro-actively manage the support status of business applications
- Work with 1st and 3rd line groups to demonstrate ownership of problems and ensuring that the 1st line group are able to keep the customer updated with progress.
- Prepare and maintain support documentation for new product applications
- Interact with different teams within Business and IT Operations for investigation of incidents, understanding changes being introduced via new projects
- Share knowledge in a clear reproducible manner to the Application Support team
- Be involved and lead support for new projects into production
About Tenerity:
We have adopted a hybrid way of working to encourage our teams to balance their time between personal and professional lives. This is a career opportunity with great potential for growth!
Our encouraging environment doesn’t stop at our company’s door, we support and work with charities nominated by our employees in many ways from running campaigns, volunteering, fund-raisings and more social responsibilities which you will discover and participate in throughout your employment at Tenerity.
Established in the UK in 2007, Webloyalty merged with Affinion Group (based in the US) in 2011, a global leader in customer engagement and loyalty solutions with over 40 years’ experience. Since then Affinion has rebranded to Tenerity and has over 2,000 partners worldwide, including many of the largest and most respected companies in the financial services, retail, travel, and ecommerce sectors.
What we offer:
At Tenerity, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:
- Salary – dependent on experience.
- Bonus – 10%
- Contributory Group Personal Pension.
- Private Healthcare (individual).
- Employee Assistance Programme.
- 4x Base Salary Life Assurance.
- Permanent Health Insurance.
- Subsidised Gym membership.
- 25 Days Holiday.
Candidates with the relevant experience or job titles of: IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, IT Support Technician, Technical Support, 2nd Line Technical Support Advisor, 2nd Line Technical Support Analyst, IT Support Technician, 2nd Line Support Engineer may also be considered for this role.
