Operations Support Analyst
1 semana atrás
.Operations Support Analyst needed to join our team on a permanent basis.Please note that the working hours for this role are late-shift (5PM - 1AM).The opportunity:The Operations Support Analyst is critical in the day-to-day operation and management of a number of client's ecommerce services.
This role will work as part of a wider Operations team responsible for delivery and support across varying technology stacks such as legacy-hosted infrastructure and AWS.The Operations Support Analyst will work closely with the account technical teams (Developers, SysAdmins, and SMEs) and the management teams to ensure all support tasks and activities are conducted to maintain the clients' service is operating smoothly.Please note that this job is a full-time position located in Lisbon or Porto, but the selection process will be conducted in English.Please send over your CV in English.What you'll be doing:Perform daily checks & a variety of support tasks within the support team.Pick up incidents, investigate the root cause and follow their lifecycle through to resolution.Take a pro-active approach to all incidents and problems raised.Ensure customers are updated and tickets are managed with the correct level of information.Interact with surrounding support teams to consult on issues and escalate to the SMEs where needed.Address a variety of ad-hoc queries and run various reports where needed.Demonstrate ownership at all times to the customer and within the team.Data interface/scheduled job monitoring with their associated issue resolution to ensure that all systems are running issue-free.Engage in scheduled work to undertake system upgrades & deployments.Mentor more junior members of the team.This role will require working on an on-call rota addressing issues out of hours.What we want from you:Solid Unix experience including UNIX, SOLARIS AIX, LINUX, Windows.Good knowledge of ecommerce platforms such as HCL Web Commerce v9 +, Magento 2, Shopify, Salesforce Cloud, Big Commerce.Unix scripting (e.G.
Perl and Bash).Strong AWS experience.Extensive troubleshooting experience.Understanding and practical experience of ITIL or Agile Service Management best practice frameworks.Continuous improvement.Data-driven approach.Excellent all-round communication skills.Good customer service skills and a good understanding of customer focus and updates.Good time manager and able to multi-task.Excellent delivery focus and commitment.Team player, able to learn/adapt quickly and take responsibility.If you know some of this, even better:Exposure to coding languages such as Java.Experience with databases such as SQL.Understanding of MySQL and/or SQL querying.Exposure to frontend troubleshooting e.G.
JS and CSS.Exposure to Jenkins, Terraform, or Kubernetes.Exposure to Git, Docker.FTP/SCP familiarity.Exposure to ITIL to include incident and problem management is beneficial
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