Operations Support Analyst

**Who We Are**:
At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

**Operations Support Analyst needed to join our team on a permanent basis.**:
**The opportunity**:
Operations Support Analyst is critical in the day-to-day operation and management of a number of client's ecommerce service. 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 SME's) 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**:

- To 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 SME's 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
- mentoring 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
- Unix scripting (e.g. perl and bash)
- Strong AWS experience
- Extensive trouble shooting experience
- Exposure to a coding languages such as Java
- Experience with databases such as SQL
- Understanding of Mysql and/or SQL querying
- Exposure to frontend troubleshooting eg. JS and CSS
- Exposure to Jenkins, terraform, or Kubernetes
- Exposure to Git, Docker
- 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**:

- Ecommerce platforms such as HCL Web Commerce v9 +, Magento 2, Shopify, Sales force Cloud, Big Commerce,
- FTP/SCP familiarity
- Exposure to ITIL to include incident and problem management is beneficial

**What we can offer you**:
Alongside the opportunity to work with some of the most exciting brands around the world, we'll also prioritise your career development and help you grow your skills. We'll empower you to make a difference, allow you to be yourself, and respect who you are.

We offer a great benefits package including hybrid working that works for everyone, social events, training opportunities, medical and dental insurance, life assurance, meal cards and much more.

**Our personality and behaviours**: We believe that we are what we do, not just what we say. Our shared values and behaviours show how to bring the VML Enterprise Solution's culture to life through the actions we all take every day:

- Connect Meaningfully
- Inspire Creatively
- Include Purposefully
- Approach Positively

Our brilliant, talented people are what makes VML Enterprise Solutions what we are. That's why we look for people who go beyond and always push our thinking to be better than yesterday.

**AT VML Enterprise Solutions**:
Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world's leading organisations to deliver outstanding digital experiences