Platform Support Level 3 Support Analyst

Our work touches the lives of millions of people. We are dedicated to helping our clients deliver an excellent experience to the members of their pension schemes. This is an exciting opportunity to join Technology Outsourcing GB, as a Platform Support Level 3 within the Support function.

You will be in a team of Platform Support L3, reporting into a Platform Support L3 Lead and responsible for the resolution of technical problems related to a Pensions Administration System.

The Role

Key Responsibilities

• Apply your technical skills as a member of a focused, technically competent second line technical support team that prides themselves on excellence.
• Efficiently troubleshoot and resolve complex problems in a highly technical environment. Customer issues may be related to database performance, code defects, application configuration, networking, platform and hardware configuration, etc.
• Researches and resolves internal and external user reported issues related to a product or discipline. Gather data, tests and replicate problems. Answers questions related to configuration and operation by testing, reviewing code and/or configuration data (if available) and reviewing documentation
• Provides outage investigation, data error resolution, and product configuration investigation and resolution
• Provides support on complex product configuration, deployment, database performance and data related issues
• Use diagnostic tools and/or run tests to resolve problems quickly and accurately.
• Consult with other technicians to resolve issues and questions in a timely manner
• Must be able to manage time and prioritize an individual open case queue
• Thoroughly document all cases and communications utilizing a case tracking system
• Document and report application defects to Development teams and influence change by way of software or procedural enhancement where appropriate.
• Develop and maintain effective relationships with Development teams and stakeholders
• Participates in technical training programs and self-directed learning. Stays informed of new technology.
• Will support application software delivery and troubleshooting the failure of installations.
• Out of hours support may be required from time to time and colleagues will be consulted where required

The Requirements

• This position requires a passion for problem solving, and the ability to learn new concepts quickly
• Experience of supporting Pensions and/or Insurance based system highly desirable
• Strong technical and troubleshooting experience, including the ability to work under pressure and “think outside the box”, diagnose log files, simulate problems, etc.
• Strong Unix and Oracle and MS-SQL Database experience.
• Language Knowledge – SQL, Unix Shell Scripting, Perl and Python
• Platform Knowledge (Unix, Windows, Apache Web Server Configuration, MS Azure Cloud Computing, AWS)
• Strong problem-solving skills.
• Strong time management skills.

Technical Competencies

Subject Matter Expertise

• Developing expertise
  • You seek opportunities to build your subject matter knowledge, skills and understanding of emerging technologies and industry practices in your area. You share your knowledge with team members.
• Applying expertise
  • You apply your subject matter knowledge and skills to develop and improve routine and non-routine solutions

Solution Development

• Systems thinking
  • You work across teams to develop solutions.
  • You look at the bigger picture to identify links between domains, systems, people and processes.
• Focusing on quality
  • You mentor others and take ownership and accountability for the quality of your own and team’s solutions.

Technical Communication

• Simplifying complexity
  • You apply subject matter knowledge to answer technical questions clearly and concisely, limiting jargon.
• Influencing stakeholders
  • You consider the needs and comprehension level of different stakeholders to determine the most appropriate content and style.

WTW is an Equal Opportunity Employer