Technical Support Analyst

We are looking for a Technical support analyst to work for one of our blue chip clients

- Facilitate service review discussions with appropriate stakeholders covering reliability engineering, capacity management, incident trending, problem and request status
- Share outcomes of predictive analysis activities, actions taken and potential impact avoided
- Highlight situations and conditions needing attention.
- Forge relationships with key stakeholders to broaden the understanding of the business to find ways to avoid potential impacts to availability
- Engage stakeholders to review and maintain monitoring application and infrastructure coverage
- Proactively identify opportunities to expand monitoring coverage
- Collect and analyze alert, capacity and incident data within and across application landscape.
- Identify threshold violations, negative trends and/or anomalous conditions
- Take appropriate action to correct or investigate further (eg Service Request, Change, etc).
- Track Service Request progress through fulfillment.
- 24X7 eyes-on-glass monitoring of critical alerts.
- Engagement of appropriate Technical Service support teams with follow-up through closure.
- Visibility and communication to stakeholder groups throughout life of the incident.
- Provide roll-up and drill-down views to incidents affecting covered applications and sites.
- Liaise with site Field Services, PLOs and support teams providing assistance with proactive and reactive TS initiatives.
- Drive increased automation and areas of service improvement.
- Some weekend working will be required