Operational Support Analyst - Stelfox

Dublin, Dublin

About the Job

I am working with a leading European Blockchain company who operate in 14 countries across Europe. Collaborating with business using Hyperledger Fabric as an underlying blockchain technology. The company are currently at a stage of rapid growth, focused on building and scaling a blockchain platform for trading and payments dedicated to the banking industry. Due to this growth, they are looking to add to their team with an Operational Support Analyst.

The role:

Contribute to the daily operational support of our applications by determining tasks and priorities to complete objectives.
Manage the overall support case management processes as part of the operational support team; ensure a timely response to user support requests; manage interactions with application development program team members; adherence to core support SLAs and procedures.
Gain a strong understanding of the application portfolio including business understanding, application functionality and underlying technical stack.
Communicate technical issues to customers, peers and management staff in a clear concise manner
Ability to take on responsibility for proactively preventing issues occurring through leveraging of tooling and processes.
Demonstrate experience in diagnosing new issues through collaboration with users and colleagues.

Skills & qualification required:

Over 3 years of experience of working in operational support environment.
A strong understanding of support processes, including experience working in a multilevel (L1 / L2 / L3) operation support organization with responsibilities for driving issues to closure.
Solution-oriented with experience working in complex situations.
Previous experience with ITIL principles and processes across Incident, Change and Release Management.
An understanding and experience in working across the full software development lifecycle in Agile environments.
Team oriented with ability to work effectively on own as and when needed.
Ability to effectively collaborate with globally distributed teams.
Excellent verbal & written communication skills.