Senior Support Analyst

As a Support Specialist reporting to the Ecommerce Service Lead, your role will involve providing support for both internal and external stakeholders. You will proactively monitor, detect, and take action to prevent or mitigate downtime to protect customer experience within agreed SLAs. Additionally, you will be responsible for recording and analyzing incidents for continuous improvement and collaborating with the wider support team across multiple geographies. Key Responsibilities: - Monitor, record, and respond to new incidents and service requests via various channels. - Manage Major Incidents in a complex technical environment, coordinating internal/external teams and 3rd parties. - Liaise extensively with stakeholders to ensure timely issue resolution and effective prioritization based on impact and urgency. - Handle software, website, mobile applications, and web hosting issues from identification to resolution, suggesting workarounds and contributing to development workflow. - Identify potential solutions, assess technical and business suitability, and communicate effectively with stakeholders. - Collaborate with Project teams to support new services and document processes. - Support users on change control and system updates and stay updated on technical and industry developments. - Manage suppliers to ensure adherence to SLAs. Qualifications Required: - Excellent oral and written communication skills. - ITIL V4 Foundation or equivalent experience. - Ability to understand complex web and standalone applications/systems architectures. - Build strong relationships with colleagues and key stakeholders. - Experience in managing major incidents and leading retrospectives. - Good interpersonal and client-handling skills under pressure. - Flexibility to work in a fast-paced environment. - Experience in technical support environment (2nd or 3rd line). - Ability to analyze data, identify patterns, and deviations. Desirable Qualifications: - Experience in a retail e-commerce business. - Knowledge/experience with technologies such as NRQL, SQL, Atlassian, Jira, JSM, eCommerce platforms, AWS, Azure, APM monitoring tools. GlobalLogic, a Hitachi Group Company, is a digital engineering partner to leading global companies. They focus on innovative projects in various industries like High-Tech, communication, media, healthcare, retail, and telecom. The company offers a collaborative environment, work-life balance, professional development opportunities, competitive benefits, and fun perks like sports events and cultural activities. As a Support Specialist reporting to the Ecommerce Service Lead, your role will involve providing support for both internal and external stakeholders. You will proactively monitor, detect, and take action to prevent or mitigate downtime to protect customer experience within agreed SLAs. Additionally, you will be responsible for recording and analyzing incidents for continuous improvement and collaborating with the wider support team across multiple geographies. Key Responsibilities: - Monitor, record, and respond to new incidents and service requests via various channels. - Manage Major Incidents in a complex technical environment, coordinating internal/external teams and 3rd parties. - Liaise extensively with stakeholders to ensure timely issue resolution and effective prioritization based on impact and urgency. - Handle software, website, mobile applications, and web hosting issues from identification to resolution, suggesting workarounds and contributing to development workflow. - Identify potential solutions, assess technical and business suitability, and communicate effectively with stakeholders. - Collaborate with Project teams to support new services and document processes. - Support users on change control and system updates and stay updated on technical and industry developments. - Manage suppliers to ensure adherence to SLAs. Qualifications Required: - Excellent oral and written communication skills. - ITIL V4 Foundation or equivalent experience. - Ability to understand complex web and standalone applications/systems architectures. - Build strong relationships with colleagues and key stakeholders. - Experience in managing major incidents and leading retrospectives. - Good interpersonal and client-handling skills under pressure. - Flexibility to work in a fast-paced environment. - Experience in technical support environment (2nd or 3rd line). - Ability to analyze data, identify patterns, and deviations. Desirable Qualifications: - Experience in a retail e-commerce business. - Knowledge/experience with technologies such as NRQL, SQL, Atlassian, Jira, JSM, eCommerce platforms, AWS, Azure, APM monitoring tools. GlobalLogic, a Hitachi Group Company, is a digital engineering partner to leading global companies. They focus on innovative projects in various industries like High-Tech, communication, media, healthcare, retail, and telecom. The company offers a collaborative enviro