Small World are eagerly seeking an IT Support Analyst within our fast-growing global Technology Support & Incident Management function, based from Tijuana, Mexico.
This person will play a key role in collaborating across the Technology team to analyse and document processes, customer journeys, and technical patterns, and to define the monitoring and support requirements.
You will be the evangelist for technology operations and will be expected to influence design thinking to ensure solutions are appropriately manageable in-life.
You'll take a lead position in co-ordinating the technical response to in-life service incidents (whether this is through execution of a tier 1 response playbook, or by escalation to tier 2 support and beyond).
Define and implement the systems monitoring solution for Small World. This is likely to include existing technologies (e.
g. Zabbix, Grafana) with additional solutions.
Ensure that all customer journeys / processes are documented, such that their technical implementation can be appropriately monitored and measured, and the impacts of any service issues easily determined.
Actively monitor the service estate; raise event and incident alarms as appropriate; execute Tier 1 playbooks to restore service
Take an incident management role to co-ordinate the response to service issues that required Tier 2 support and beyond.
Own the incident through the resolution, managing communications with key stakeholders throughout.
Liaise with development teams to identify monitoring and operations requirements for new solutions.
A strong technologist, with experience in technical operations and incident management.
Confident and able to take a leadership position when pulling together ad-hoc teams to address service incidents
Calm under pressure and able to work with focus and clarity in times of stress
A strong communicator, able to work at a detailed level but also communicate effectively with senior stakeholders
Collaborative but authoritative; able to represent operations effectively across Technology and ensure that operations requirements are recognise and addressed in new solutions.
Deep experience (5 yrs +) in both Technology Operations, ideally with a background in ITIL.
Experienced with Java / J2EE environments, ideally some experience with IBM Websphere
Working knowledge of leading solutions in the technology operations space, including monitoring technologies such as Grafana, and APM solutions such as SolarWinds, PagerDuty, Dynatrace, etc)
Familiar with both hosted and cloud solutions