About Ovyo:
Ovyo works globally with companies in the TV, Media & Networks industries including household content brands and operators. Our people provide consulting services to sell the products, build the platforms, test the apps, and drive the programmes that shape the way the world watches video and connects. Our management team is in the UK, and we have technical, and operations teams based in Portugal and India.
JOB SUMMARY:
Reporting to the Operations Support Manager the Lead Support Analyst monitors application and infrastructure components to ensure they are up and running and applies processes and technical knowledge to restore normal service operation as quickly as possible in case of an incident so to minimise any adverse impact on business operations. Level-2 support has good technical and functional knowledge of all proprietary and third-party components/platforms that cover the full range of customer solutions/services.
KEY RESPONSIBILITIES:
- Lead and mentor a team of L2 and L3 support analysts
- Providing 2nd line support directly to external clients, taking care of communications between the customer and the 3rd level support teams when required
- Provide guidance, support, and training to enhance the team's technical skills and problem-solving capabilities
- Act as a point of escalation for complex technical issues, providing expert-level assistance to the support team
- Investigating, analysing, and resolving as a part of BAU
- Managing incidents in a timely manner (within SLA defined), and escalating/communicating to business, technology and vendor partners when required
- Monitoring Support mailboxes and taking required actions
- Monitoring the hosting platform and applications and operating incident management service
- Using web development and programming technical knowledge to triage, prioritize, troubleshoot, and escalate or resolve customer application issues
- Ensuring that operations run smoothly, using operational and technical job sheets and checklists
- Ensuring that platform monitoring is set up appropriately and efficiently and support with improving ways of working
- Safeguarding SLAs by promptly apply mitigation procedures or escalating
- Maintaining the support knowledge base, documenting new issues and procedures
- Willing to work out of hours on a shift-based rosters (24/7 coverage)
SKILLS:
- Knowledge of Web Applications
- Basic understanding of scripting languages
- Familiarity with cloud computing
- Windows, MAC, Linux Operating System
- Basic Networking, communication protocols
- PowerShell and/or Bash command line
- Familiarity with DBs
- Familiarity with monitoring
