Technical Application Support Engineer UK&I (2nd line)

What you will do:

You will report into the Service Operations Manager.

• Provide advanced support and consultancy for Experian Clients, Experian Regional Delivery teams and Global departments
• Ensure systems are available and performing following requirements
• Investigate complex production issues, recreate problems, and use trace files and error diagnostics. Identify root cause and proposing solutions
• Deliver tested and documented resolutions of incidents
• Communicate with all important partners on the status and progress of the investigation with clear actions and timescales
• Recommend improvements to prevent incidents arising and to increase customer satisfaction
• Ensure that incidents have the correct priority assigned based on client feedback and own experience
• Fully understand the possible effects of a release and consequently identifying the success criteria and testing requirements of the release
• Identify and escalate issues to management and regional delivery teams.
• Implement changes into live environments

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, provide digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them to save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in accomplished people and new advanced technologies to unlock the power of data and improve. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland.

What you will bring:

• 3+ years of experience in application/customer support
• Fluency in English, both written and verbal
• Excellent communication skills, including proficiency in writing reports and presenting technical work
• A creative and inquisitive mind, focused on solving data and analysis problems
• Logical approach to incident resolution
• Understanding of ITIL terminology and the ability to work in an ITIL-focused environment Experience with using ServiceNow

Technical Skills:

• Experience in cloud technology, specifically AWS, and supporting Kubernetes-based applications
• Experience with Windows Server configuration, monitoring, and troubleshooting
• Experience with Red Hat Linux configuration, monitoring, and troubleshooting
• Working knowledge of SQL
• Knowledge of software configuration
• Knowledge of Apache Tomcat and IIS
• Experience with observability tools such as Dynatrace and Splunk

What you will get:

• Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & book.
• Work environment - excellent work conditions with friendly environment, recognized team spirit, and fun and quality recreation time.
• Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many other benefits!
• Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event.
• Opportunity for Flexible working hours and Home Office.

Experian is an Equal opportunity employer. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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