Technical Analyst

My client is seeking a technical analyst who will be based in their European Data Centre.
The ideal candidate will be responsible for production support applications across a number of platforms.
The role will involve the triage of production incidents on a day to day basis. The production support team will be responsible for the support of both Domestic and European Hub IT platforms involving a number of internal and third party service providers.
Key Accountabilities
• The responsibilities of the successful candidate will include but not be limited to the following:
• Carry out the triage of production incidents, ensuring that issues are fully assessed in order that:
• the incident is assigned to the appropriate service provider including application support teams, Centres Of Competence and third party service providers
sufficient detail is recorded so that the incident may be resolved promptly
the incident can be resolved.
• Assess, plan and implement production support requests in a complex technical environment
• Work with multiple internal and external services providers to ensure service excellence
• Adhere to agreed procedures and processes and customer expectations to achieve service excellence
• Deliver IT Service improvement programmes for maintaining and enhancing service excellence

Skills and Experience
• 7 to 10 years experience in a similar production and support role
• Previous experience of supporting and/or developing a Life system is a pre requisite
• Previous experience as a business analyst or systems analyst in a Life environment is a distinct advantage
• Qualification in ITIL and previous experience of working in an ITIL compliant production support environment would be a distinct advantage
• A relevant qualification in IT would be a distinct advantage
Non-Technical Competencies:
• Excellent customer focus, with proven service delivery experience
• Ability to work to tight deadlines and to manage teams to deliver within agreed targets
• Analytical and technically minded with a proven ability in troubleshooting and technical problem solving
• Must be flexible, proactive and logical in approach to work
• Excellent communication skills, both verbal and written
• Highly motivated individual, ability to take ownership for project deliverables
• Strong commitment to quality and maintain project standards
• Flexible, proactive and focused in all aspects of approach to work.
• Enjoy working within a team and be capable of working under own initiative.
• Projects may arise from time to time that will require business travel.