2nd Line Technical Application Support Analyst - Remote

Overview

This role involves providing advanced technical support and consultancy to Experian clients and internal teams, ensuring systems are operational and investigating complex issues.

In Short

• Provide advanced support and consultancy for clients and internal teams.
• Ensure system availability and performance.
• Investigate and resolve complex production issues.
• Deliver documented resolutions of incidents.
• Communicate effectively with stakeholders on incident status.
• Recommend improvements to enhance customer satisfaction.
• Prioritize incidents based on feedback.
• Understand release impacts and testing requirements.
• Escalate issues to management as needed.
• Implement changes in live environments.

Requirements

• 3+ years of experience in application/customer support.
• Fluency in English, both written and verbal.
• Excellent communication and report writing skills.
• Creative and inquisitive problem-solving mindset.
• Logical approach to incident resolution.
• Understanding of ITIL terminology and environment.
• Experience with ServiceNow.
• Experience in cloud technology, specifically AWS.
• Experience with Kubernetes-based applications.
• Knowledge of software configuration and monitoring.

Benefits

• Excellent work conditions and team spirit.
• Comprehensive social benefits package.
• 25 days paid vacation plus additional days off.
• Flexible working hours and home office options.
• Career development opportunities and training resources.