Associate Live Operations Analyst

• Recognising incidents through our monitoring and raising them with the Incident team.
• Day to day responsibility of owning issues alerted to us through our monitoring tools.
• Replication the incidents raised from the monitoring tools and working with Incident management team to get them resolved.
• Tracking and documented recurring incidents alerted from the monitoring and making sure they are raised and resolved.
• Work together with the Incident management team and escalate all major issues appropriately.
• Helping and collaborating effectively with internal and external colleagues to resolve incidents.
• Recognize and highlight any risks that threaten agreed SLAs, executing relevant mitigation plans for anything approaching an SLA breach.
• Provide daily report to clients after checking the daily performance of the website.
• Maintaining the monitoring tools/thresholds set with respect to the trading period for each client and also optimizing the monitoring thresholds.
• Addition of new monitoring that is being passed to the team.

Experience & Skills Required

• 2-4 years minimum of relevant experience in Support Analyst, 1st line support role.
• Experience of working in an ITIL environment preferred.
• Technical background within Managed Services and IT industry preferable

• Ability to work independently and as part of team in a matrix organization.
• Experience working in a fast-paced and dynamic environment in a growing company.

Personal Qualities:

Good English language skills (both verbal and written)

• Good team player
• Highly motivated self-starter and good relationship builder
• Pro-active with a desire to succeed in delivering an industry beating IT Operation.

Must be able to work proactively and in pressure situations.

• Extremely competitive remuneration package
• Work from home and work from home allowance
• Technical training and certification
• Food and gift vouchers
• Work in a team of bright, friendly and cooperative people
• Health insurance and Term insurance
• Great work-life balance and 35 days annual leave
• Interest free salary loans
• Fresh fruit and snacks in the office
• Regular team events
• A positive and fun environment