Ecommerce Senior Technical Support Analyst

Job Description

The Senior Technical Support Analyst is responsible for investigating and resolving complex incidents and problems escalated from the 1st line team. This advanced role requires in-depth technical analysis, proactive trend investigation, and management of critical P1 incidents. Key responsibilities also include managing the handover of projects, supporting release sign-offs, and actively mentoring 1st line analysts to foster their professional development.

Responsibilities:

• Investigate and resolve incidents escalated from 1st line (including P1s).
• Manage incidents to a high standard (detailed notes, correct priority/state, clear resolution, timely updates, appropriate handover).
• Participate in Problem Management, including Root Cause Analysis (RCA) and investigation on Problem tickets.
• Support Major Incident (MI) investigations.
• Investigate trends and perform data analysis to identify underlying issues.
• Identify incorrect or inaccurate information in monitoring tools.
• Update and create monitoring dashboards in Dynatrace as required.
• Create and update synthetic monitoring to meet the observability needs of the business.
• Conduct in-depth investigations into system issues, including performance degradation and errors, using Dynatrace and other tools.
• Investigate ActiveBatch alerts and failures and return to normal operation as efficiently as possible.
• Perform database checks and run SQL queries as needed.
• Utilize Dynatrace effectively for performance analysis of new code changes.
• Support release/feature sign-off from a performance and error perspective.
• Amend and create more complex synthetic tests and dashboards in Dynatrace.
• Use browser developer tools for advanced debugging (including JavaScript).
• Utilize SQL for investigating and potentially resolving data issues.
• Use basic SSIS knowledge for ActiveBatch job investigations.
• Communicate effectively with stakeholders and input into P1 incidents (updates, resolution comms).
• Liaise clearly with other teams, departments, and 3rd parties.
• Attend relevant meetings (e.g., CAB review, ICE meetings).
• Handle callout handover follow-ups, including reviewing logs.
• Actively support and mentor 1st line analysts, focusing on facilitating their learning and independence rather than simply taking over tasks.

Requirements:

• Monitoring Tools: Good proficiency with observability tools allowing you to quickly analyse issues, identify root causes, create complex tests and build dashboards.
• Incident Management Systems: Proficient use of IT Service Management tools (e.g., ServiceNow).
• Web Technologies: Good understanding of the website architecture (on premise services, cloud components, 3rd parties, mobile app integration and databases.
• Proficient with browser developer. tools for debugging.
• Databases: Good SQL knowledge for data issue investigation and resolution.
• Automation: Good understanding of ActiveBatch jobs (process details, impact analysis, investigation, updating/creating jobs). Good Understanding of SSIS.
• Communication: Strong communication skills, including drafting clear business wide P1 comms, documentation, and interacting effectively with various stakeholders.
• Critical Thinking: High level of critical thinking – ability to analyse beyond the obvious, understand wider impacts, assess risks, and evaluate different solutions.
• Incident Management: High standards of incident management discipline.
• Independence: Ability to work independently, retain knowledge, and make informed decisions, seeking confirmation when necessary.
• Mentorship: Willingness and ability to guide and develop junior team members.

Preferred:

• Experience working in a large or multinational organization.
• Experience with ServiceNow (ITOM or ITSM) or other enterprise IT service management tools.
• Familiarity with observability tools such as Dynatrace.
• Experience in an ecommerce technical environment.

Interested candidates can apply online or email your CV to [email protected]