3rd line support

Location: Londres
Job Type: Durée indéterminée
Specialisation: Information Technology
Salary: Negotiable
Reference: BBBH10839_1658235999
Contact: Bruce Simpson
Email: email Bruce
A vibrant and dynamic team offering a collaborative working environment, with a strong culture of developing leading solutions using the latest technologies. Based within the Engineering Team, the role of 3rd Line Support Engineer is to work within an agile scrum team dedicated to providing rapid resolution to high priority code regressions and customer reported issues. The team also facilitates professional service requests from clients
including data cleansing and bespoke reporting as well as supporting the progression of the product backlog during quiet periods.

This role would suit a graduate from a relevant discipline or someone who has previous
experience working in 3rd line support and provides a potential route for progression in to full-stack greenfield development within the product engineering scrum teams.

Responsibilities:
* Collaborating with the rest of the 3rd line support team in the effective management of the ticket backlog to maintain adherence to agreed customer SLAs

* Triaging newly reported issues to qualify the reported severity, identifying the root cause and seeking clarification from 2nd line support or product owners on desired functionality where necessary

* Developing remedial fixes or scripted updates as appropriate to address reported issues

* Working with key managerial stakeholders within the Engineering, Product and Customer

* Success teams on the prioritisation of issues and scheduling of hot fix releases

* Facilitating clear communication with the other support tiers on the progress of 3rd line support issues