Technical Contact Centre Applications Lead Analyst

Technical Contact Centre Applications Lead Analyst

A Technical Applications Lead Analyst is required to join our specialised team in Hatfield supporting the business critical incoming communications systems for up to 4,000 users in the International Global Service Desk. This will be a broad role specialising in several technologies. The role requires working at a detailed technical level across our environment with responsibilities for technical support and customer configuration activities.

This position requires 2nd and 3rd line application support skills demonstrating identification, analysis and resolution of complex problems in a varied integrated application solution. This will also require the desire and ability to pick up and learn new technologies to a deep level of understanding.

Familiarity with all or some of the following is desirable SQL database queries, Java/Tomcat applications, Windows Servers, Avaya multimedia applications and web technologies.

There will be a requirement for occasional out of hours and weekend work, sometimes at short notice and some travel to our International Service Desk Sites.

Competitive Salary & comprehensive flexible benefits package

• Be a technical lead for the operations team, providing a point of contact and guidance where appropriate
• Be able to own and manage Incidents and Requests for Service Desk communications systems (for example voice, email, chat and user interfaces)
• Be able to lead and own system administration activities for the team, ensuring checks and procedures are followed:
  • Daily system checks, analysis, and taking appropriate action
  • Monthly maintenance activities (eg software patch upgrades, backups)
  • Change & Capacity management responsibilities
• Be able to address complex faults through from identification, analysis to successful resolution; where necessary work with key suppliers (both internal & external) to ensure faults are resolved to a satisfactory completion.
• Taking active ownership of problems to mitigate future incidents and issues by:
  • Implementing technical solutions following resolution of incidents to reduce reoccurrences
  • Ensuring processes and procedures are updated following resolution to reduce reoccurrences
• Be able to contribute to business requests and projects, ensure requirements are understood and communication tasks are completed to design and plan.
  • Implement configuration for customer take-ons/changes to existing customer multi-media configurations
  • Internal system projects (eg new technologies, upgrades, etc.)
• Be able to write high quality technical procedures, test plans, system drawings, flow diagrams, etc
• Be able to take on call support rota duties

Essential Skills:

• Analytical mindset with logical and methodical approach to problem solving
• Complex issue analysis and resolution
• Problem management
• Capacity management
• Experience of data analysis in an SQL environment, and also via other application log files.
• Windows operating systems troubleshooting

• Able to create concise and relevant technical documentation for supporting operational & technical processes

Other Desired Skills

• Approach must be enthusiastic, flexible and a team player
• Ability to liaise and communicate with end users, suppliers and management
• ITIL V3 familiarity
• Experience of working in support/administration environments and 3rd party applications
• Good spoken and written English: Able to explain issues clearly, articulate designs and concepts
• Good general IT knowledge of SMTP/POP3/Log files/HTML/Tomcat/Linux/TCP/IP
• Experience of other Avaya products, such as
  • Avaya Interaction Center
  • Avaya Aura Communication Manager
  • Verint voice recording & Workforce management