Problem Analyst
Skills
Analytical SkillsChallenging AssumptionsCustomer Relationship ManagementEvolutionIT Service ManagementMonitoring ServicesWeb Infrastructure
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Proven experience in application support or technical support for business-critical applications
- Strong SQL skills including SELECT INSERT UPDATE and multi-table joins
- Experience working within Microsoft Azure environments
- Solid understanding of Windows Server environments and web infrastructure
- Experience supporting IIS environments application pools and legacy web applications
- Excellent communication skills for technical and non-technical audiences
- Strong analytical thinking problem-solving ability and curiosity
Nice to have
- Curious
- Analytical
- Collaborative
- Customer-focused
- Detail-oriented
Day to day
- Investigate complex customer incidents across the Connect platform and uncover root causes for recurring technical issues.
- Provide advanced 3rd line support, partner with Engineering and 4th line teams, and help create reproducible scenarios to speed resolution.
- Identify patterns in support data, support major incident management, and contribute to post-incident reviews, documentation and proactive problem management.