Web Application Support Analyst

August 14

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Resonate

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Digital transport the smart way!

Signalling Control • Automatic Conflict Detection & Resolution • Data and Applications for Consumers and Operators of Rail Services • Traffic Management • Software Development

201 - 500

Description

• Support and maintain our traffic management, simulation and training systems, and associated equipment in accordance with documented designs • Provide remote support, attending site as required, to support commissioning activities or to facilitate incident resolution • Support and maintain monitoring solutions for our environments and customer applications • Work within specified service level agreements for response and resolution times • Support innovation and advise on the implementation of new technologies • Engage with internal teams around technical solutions and requirements, and implementation of best practices • Interact with internal subject matter experts on incidents and service requests that require an advanced level of technical input • Able to interpret and understand safety rules, operating and maintenance instructions and procedural manuals • Clearly document issues, requests, and solutions within the ITSM system • Contribute to and maintain the internal knowledge base • Act as a mentor to develop the knowledge and experience of other technical colleagues • Identify process and other improvements within the directorate and raise them through the appropriate channels

Requirements

• A strong communicator with experience in a customer-facing role or roles • Excellent analytical, troubleshooting, and problem-solving skills • Self-led learner with ability and drive to investigate, learn, and develop • Comfortable building relationships, collaborating and communicating with multiple teams and stakeholders, of varying technical experience, both internally and externally • Highly organised, resilient, and able to manage individual workload • Innovative, creative, and passionate about what you do, with a thorough attention to detail • Experience in supporting Linux/Windows: system and network configuration, software installation, troubleshooting, bash scripting, with the ability to analyse system logs • Knowledge in networking: standard internet protocols and ports, network monitoring and analysis tools, configuration of network devices (switches, routers, firewalls) • Experience in working with on-premise, cloud and hybrid infrastructure environments • Experience in working with CRM or ITSM tools such as Zendesk or ServiceNow • Excellent command of the English language both written and spoken • Experience working in an ITIL aligned organisation, ITIL qualifications a plus • Familiarity with DevOps and Agile methodologies • Familiarity with the use of structured query language would be an advantage

Benefits

• Home based with travel to Resonate and client sites as required • Working pattern of 4 on, 4 off, with 12-hour days from 6am-6pm • 20 shifts leave per annum • Pension plan through Aviva with matched contributions from 5%-8% • Private healthcare for you and immediate dependents, currently with Bupa on a medical history disregarded basis • Group Life Assurance cover (currently 6x salary) • Group Income Protection cover (in the event of incapacity currently provides 50% salary plus a 10% pension contribution after 52 weeks