Senior Support Analyst

Role Overview: As the role holder reporting into the Ecommerce Service Lead, you will be responsible for providing support to both internal and external stakeholders. Your main tasks will include proactively monitoring, detecting, and taking action to prevent or minimize downtime to ensure the protection of customer experience within agreed SLA's. Additionally, you will be analyzing incidents and resolutions for continuous improvement and collaborating with the wider support team across different geographies. Key Responsibilities: - Monitor, record, and respond to all new incidents and service requests via ticketing system, telephone, face-to-face, and email. - Manage Major Incidents in a complex technical environment, coordinating internal/external teams and 3rd parties. - Liaise extensively with internal and external stakeholders to resolve issues effectively. - Prioritize incidents based on impact and urgency in consultation with stakeholders. - Handle internally reported software, website, mobile applications, and web hosting issues from identification to resolution. - Identify potential solutions, assess them for technical and business suitability, and communicate effectively with stakeholders. - Assist in coordinating and managing tasks for the wider Ecommerce team as needed. - Document processes, support users on change control and system updates, and stay updated on technical and industry developments. - Manage suppliers to ensure adherence to agreed SLA's. 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 and driving major incidents and leading retrospectives. - Good interpersonal and client-handling skills. - Ability to work well under pressure and in a fast-paced environment. - Experience in technical support environment (2nd or 3rd line). - Ability to analyze data, identify patterns and deviations. Additional Details: GlobalLogic is a trusted digital engineering partner to leading companies worldwide, offering exciting projects in industries like High-Tech, communication, media, healthcare, retail, and telecom. The company prioritizes work-life balance, offers professional development opportunities, excellent benefits, and fun perks such as sports events, cultural activities, and corporate parties. Join a collaborative environment with diverse, talented teams and expand your skills while enjoying a vibrant workplace culture. Role Overview: As the role holder reporting into the Ecommerce Service Lead, you will be responsible for providing support to both internal and external stakeholders. Your main tasks will include proactively monitoring, detecting, and taking action to prevent or minimize downtime to ensure the protection of customer experience within agreed SLA's. Additionally, you will be analyzing incidents and resolutions for continuous improvement and collaborating with the wider support team across different geographies. Key Responsibilities: - Monitor, record, and respond to all new incidents and service requests via ticketing system, telephone, face-to-face, and email. - Manage Major Incidents in a complex technical environment, coordinating internal/external teams and 3rd parties. - Liaise extensively with internal and external stakeholders to resolve issues effectively. - Prioritize incidents based on impact and urgency in consultation with stakeholders. - Handle internally reported software, website, mobile applications, and web hosting issues from identification to resolution. - Identify potential solutions, assess them for technical and business suitability, and communicate effectively with stakeholders. - Assist in coordinating and managing tasks for the wider Ecommerce team as needed. - Document processes, support users on change control and system updates, and stay updated on technical and industry developments. - Manage suppliers to ensure adherence to agreed SLA's. 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 and driving major incidents and leading retrospectives. - Good interpersonal and client-handling skills. - Ability to work well under pressure and in a fast-paced environment. - Experience in technical support environment (2nd or 3rd line). - Ability to analyze data, identify patterns and deviations. Additional Details: GlobalLogic is a trusted digital engineering partner to leading companies worldwide, offering exciting projects in industries like High-Tech, communication, media, healthcare, retail, and telecom. The company prioritizes work-life balance, offers pr