Technical Analyst
HybridSofia, Sofia-Capital, Bulgaria
Job Summary
Provide advanced support and consultancy for DA clients, regional delivery teams, and global functions to meet service level agreements. Investigate complex production issues, recreate problems, and utilize trace files to identify root causes and propose solutions. Perform changes within the Technical Area including configuration, SQL queries, and Groovy scripts, while testing software releases and resolving subsequent client queries. Ensure systems are available and performing by maintaining up-to-date documentation and communicating investigation status with clear actions and timescales to all partners. Deliver full permanent solutions and temporary workarounds to restore service following service level agreements, minimizing impact to clients. Work in a 24 x 7 application support rotation across the EMAP region, reporting to the EMEA Service Operations Manager.
Required Qualifications
- Approximately 3 years of working experience in the field of application / customer support
- Good SQL knowledge
- Working in a client-facing role; attend client calls to resolve incidents or provide consultancy on client requirements
- Investigate complex production issues, recreating problems and utilising trace files and error diagnostics. Identify root cause and propose solutions.
- Provide full permanent solutions and, as agreed with the client, temporary workarounds to restore service following Service level agreement
- Perform changes within the Technical Area ie: config, SQL queries, groovy scripts, etc.
- Test Software releases following documented procedures and resolve any subsequent client queries
- Ensure quality and accuracy of own work by following Team procedures and processes
- Support and respect all team members
- Provide 24 x 7 application support as part of a team rotation
Desired Qualifications
- A creative and inquisitive mind, focused on solving data and analysing problems
- IT Degree or equivalent certification/knowledge
- Solid knowledge of application support (SQL, WINDOWS platforms)
- Third party software understanding
- Appreciate of relational database management systems (RDBMS) theory
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