Platform Support Analyst II
Finning International Inc.
Location
Cannock, Staffordshire | United Kingdom
Job description
Platform Support Analyst II page is loaded
Platform Support Analyst II
Apply remote type Hybrid locations Cannock, GB time type Full time posted on Posted 2 Days Ago job requisition id R-2023-3776
Company:
Number of Openings:
0
Worker Type:
Permanent
Position Overview:
As a Senior Platform Support Analyst you will be part of a global support team responsible for supporting and maintaining the Cubiq suite of applications, performance metrics and related KPIs. The Cubiq applications offer technical solutions to external companies to monitor and analyze their data in construction, energy and mining industries, including the UK HS2 project.
Job Description:
You will be participating as an active member of the team, ensuring efficiency and customer satisfaction. The Senior Platform Support Analyst provides global support by following and providing input into the existing support process governance model for the Cubiq platform. This team member will work very closely with the Platform Operations Team (L3). This includes establishing and confirming current prioritization of issues, advanced triage and troubleshooting, monitoring system performance and providing expertise on integration and knowledge management related matters. You will work within a global team of internal resources plus outsourced/offshore staff to provide required levels of support to all global regions and to deliver against the SLA’s in each domain area. You will be expected to lead by example, prioritize work, build/maintain reports/dashboards and handle escalations. You will work together with your peers and provide technical leadership and mentoring to members of the global support team, creating an inspiring and innovative engineering culture that thrives from innovation, speed and customer delivery. The Senior Platform Support Analyst and team will drive common operations best practices across all layers that impact Finning Digital Services SLAs (Cubiq applications and services, Data, Infrastructure, etc.).
Major Job Functions:
- Co-manage the existing backlog of bugs and small feature enhancements and communicate schedules and releases.
- Work with other Global members of your team to provide support coverage and assistance in Finning’s other regions of operation
- Work with GTM Managers and Product Managers on defining criteria that determines the prioritization of existing bugs in the backlog
- Create and implement a framework for communicating the schedules, planned outages and releases fixes
- Active awareness of other systems or internal factors that could affect the Cubiq solutions
A Heavy focus of the Platform Support Team is on work that increases operational service capability and efficiency that also enable support teams to be self-sufficient, decreasing costs to sustain and operate the system. This includes:
- Defining the definition of done for support issues and ensuring adherence
- Identify areas for improvement in visibility, technology, tooling etc.
- Look for opportunities to bring resolution of issue to earlier tiers of the support team
- Provide Level II technical support for the Cubiq platform, including data analysis, pipeline and API monitoring, troubleshooting of reported bugs, performing Business as Usual maintenance and administration tasks (data uploads, asset overrides, report generations etc.) and documentation creation.
- Work closely with the Tier I Customer Support Team and the Tier III Platform Operations Team to troubleshoot problems, communicate with other tiers and ensure proper documentation of all issues is performed
- Create standard operating procedures for troubleshooting incoming issues
- Create appropriate documentation as and when necessary (i.e. for bug resolution or workarounds)
Specific Skills:
- Must have skill: Thorough understanding of data models and data interdependencies. Ability to understand database relationships and concepts almost to the level of a Database Administrator in MS SQL.
- Must have skill: Demonstrable knowledge and ability to construct complex SQL statements to query multiple databases, generate reports, create data extracts and detect and fix data errors.
- Must have skill: Familiar with data telemetry and data manipulation in MS SQL.
- Excellent problem-solver with analytical skills to solve complex business problems through IT innovation
- Good communication and interpersonal skills and a customer orientated approach to management, with the ability to build positive relationships
- A committed and positive attitude along with an obvious customer focus
- Excellent verbal and written communication skills
- Strong critical thinking and troubleshooting skills
- Team Focus – understands team dynamics and works extremely well on a team
- Outcome Focus – experience with outcome-oriented planning and implementation; respects schedules and works as part of a team to meet schedule milestones
- Ability to determine and transform client needs/strategies into suitable solutions and to be innovative when creating workarounds for reported issues
- Strong focus on service and working in a service delivery environment
- Resilience, with the ability to adapt under changing business priorities.
- Ability to develop positive rapport with employees at all levels in the organization
- Enthusiastic, motivated and a self-starter with good time management skills
Knowledge:
- Direct hands-on experience in Technical Customer Support
- Understanding of change control and change management processes related to IT
- Understanding of software development realities, deployment and infrastructure challenges and have an exceptional ability to communicate and simplify complex situations and create recovery plans and actions as needed
- Desirable – proficient knowledge of ServiceNow or similar ITSM tools.
- Excellent knowledge of MS Office (Outlook, Excel, Word and PowerPoint) and desirable MS Teams and SharePoint
- Deep understanding of data analysis
Accountability:
- Ensure knowledge is current and relevant through collaboration with key stakeholders within the business.
- Accountable for consistent on time delivery, the production of high-quality materials and adhering to processes to maximize business value.
- Manage ticket queues and prioritize escalations based on established SLA's and resource availability.
- Ensure that agreed upon SLA’s are being met across the platform.
- Work with Tier II peers to establish best practices, troubleshooting guides and enablers for resolution of tickets and issues
- Define maturity checklists needed for each service that the Team takes on as the primary contact for operations
- Maintain precise communication lines with area stakeholders and leadership.
- Ensure positive feedback from Business Stakeholders, Development Lead and BP&S Leadership team, and positive user feedback on support capabilities.
Education & Experience:
- Degree/High Level Qualification in Computer Science /IT related discipline or equivalent industry experience
- 5+ years working in a global service support operations organization with 24/7 coverage accountability – preferably in in a global environment
- 3+ years hands-on experience with SQL (preferred MS-SQL) and NoSQL (preferred CosmosDB) databases
- 3+ years hands-on experience programming automation tasks to improve operational effectiveness (preferred PowerShell, Python)
- 3+ years hands-on experience in technical operations of custom developed cloud services (Azure Monitor and Azure Log Analytics preferred) that had external and internal SLAs
- Hands-on experience building operations reports (PowerBI, Azure Dashboards, Excel preferred)
- Familiar with DevOps and SRE practices (e.g. SLOs)
- Proficient knowledge of object-oriented design and Microservice architecture design.
- Desirable - experience as a member of a multi-region and/or multi-language support team
- Experience in quality assurance of software
- Experience as a key contributor in building and enhancing enterprise-class systems through the entire software lifecycle - Analyze, Design, Build, Test, Implement and Support.
- Strong communication and collaboration skills to partner effectively with teams throughout the organization
At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an Equal Opportunity Employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on their gender identity, sexual orientation, race, ethnicity, national origin, religion, age, marital status, family status, or mental and physical abilities. Furthermore, Finning is committed to collaborating with and providing reasonable adjustments to individuals with disabilities. If you require an adjustment at any point during the recruitment process, please inform your recruiter.
Why not reach out to one of our recruitment team and make Finning your next employer of choice.
IND1
At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.
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About Us
About Us
Finning is the world's largest Caterpillar dealer delivering unrivalled service for over 80 years. The company sells, rents and provides parts and service for equipment and engines to customers in various industries, including mining, construction, petroleum, forestry and a wide range of power systems applications.
Finning employs approximately 14,500 people world-wide and operates in three geographies, with the head office in Vancouver, BC, Canada.
OUR DIVISIONS
- Finning International Inc. is the corporate head office of the publicly traded corporation, which is listed on the Toronto Stock Exchange under the symbol: FTT.
- Finning Canada is the authorized dealer for Caterpillar products in British Columbia, Alberta, Saskatchewan, the Northwest Territories, and a portion of Nunavut.
- Finning South America is the authorized dealer for Caterpillar products in Chile, Argentina, and Bolivia.
- Finning UK and Ireland is the authorized dealer for Caterpillar products in the United Kingdom and Ireland.
- Rental of equipment is facilitated through the dealership locations as well as The Cat Rental Store locations in Finning Canada and Finning South America.
- OEM Remanufacturing - OEM, a Finning enterprise, is one of North America's most advanced engine and powertrain component remanufacturing providers and is located in Edmonton, Alberta.
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