Technical Problem Analyst

Technical Problem Analyst

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Our Support Services team play a pivotal role within the Microlise Group, ensuring a speedy and professional response to issues and incidents, whilst delivering the highest level of customer support. We have an exciting opportunity for a Technical Problem Analyst, to support the Support Services team with managing the lifecycle of technical problems within the organisation. You will ensure that the root cause is addressed and rolled out across the estate efficiently and effectively to minimise business impact.

This is a great opportunity for someone with a strong technical background who is able to work closely with multiple resolving teams, seeing technical incidents through to solution. This will include working with internal Microlise teams and external third parties.

Have you got exceptional problem-solving abilities and excellent communication skills? Are you looking for a new opportunity and challenge? How about joining an organisation whose clients include industry giants such as JCB, Tesco and Stobarts? Don’t hesitate, get your application in now!

What you will be doing:

• Proactively identify and analyse technical problems within the services supported
  
  
• Conduct root cause analysis (RCA) to determine the underlying cause of recurring incidents
  
  
• Collaborate with technical teams to gather and analyse data, logs, and performance metrics to address root cause
  
  
• Work closely with incident management, change management, and service desk teams to ensure seamless problem resolution
  
  
• Coordinate with cross-functional teams to devise and implement permanent fixes or workarounds for identified problems
  
  
• Maintain comprehensive documentation of all identified problems, RCA findings, and resolution activities
  
  
• Prepare and present detailed problem reports to senior management and stakeholders
  
  
• Track and monitor problem management metrics to identify trends and areas for improvement
  
  
• Lead initiatives to improve system reliability, performance, and scalability
  
  
• Manage and resolve Problems within set SLAs - communicating effectively with customers
  
  
• Ensure Known errors and knowledge articles are created, validated and published
  
  
• To write and execute SQL server database scripting and use technical tools to identify and address root cause
  
  
• Create technical documentation
  
  
• Producing Weekly/Monthly/Quarterly reporting if required
  
  
• Attend customer calls to represent the Problem Management function
  
  
• Identify scope for or items for inclusion in service improvement plans
  
  What we are looking for:
  
  
• Demonstrable experience in a third line or senior technical customer support position
  
  
• ITIL foundation and Problem Management Practice knowledge preferred
  
  
• SQL Server skills (or similar) and knowledge of querying databases at a high level
  
  
• Excellent communication skills, with the ability to interpret and relay technical information clearly and concisely
  
  
• Strong communication skills, and ability to match speech with the technical understanding of the audience
  
  
• Exceptional organisational skills and flexible approach, with the ability to adapt to changing priorities
  
  
• Experience working to Key Performance Indicators and Service Level Agreements
  
  
• Evident technical infrastructure experience
  
  
• Application support experience
  
  
• Experience of managing blue chip customers
  
  
• Excellent problem-solving skills and the ability to approach problems from all angles to resolve Incidents/Problems and recognise patterns
  
  
• Data analysis skills - Excel skills or equivalent (tableau / PowerBi)
  
  Why Microlise?
  
  When your groceries arrive at your door or you sign for your online parcel, one or more of our software, telematics or proof-of-purchase solutions has probably been used. Our solutions deliver value to many of the UK’s leading grocery retailers and food logistics providers as well as to household names including JCB, Eddie Stobart, Carlsberg, Waitrose, and Royal Mail.
  
  Proudly Midlands-based, Microlise has been operating for over thirty years, and recently became a Publicly Listed Company with shares trading on the London Stock Exchange. Our growing business is guided by our culture which drives the way we behave, the way we work, the way we connect with our customers, and the way we support and develop our people.
  
  

• Full support and training to ensure you are well equipped to succeed in your role
  
  
• Private medical insurance with Vitality Health including rewards for members such as: Free Amazon Prime, Apple Watch, discounted gym membership and many more
  
  
• 33 days holiday, including bank holidays, increasing year on year to 38 days, then further increases with length of service
  
  
• Life Assurance, 4 times your annual salary
  
  
• Free Costco membership, 20% off EE mobile and line rental, and other discounts with Reward Gateway
  
  
• Invested in employee health and well-being with over 20 mental health first aiders in the business
  
  
• Employee Assistance Programmes
  
  
• Great staff extras: Easter eggs, yearly BBQ, Christmas gifts, annual staff awards and many more incentives
  
  
• Free Microlise Cresswell Racing Tickets, support British Superbikes
  
  
• Executive Box at Motorpoint Arena Nottingham
  
  
• Great Place to Work™ certified – We have been recognised by the global authority on workplace culture, so come be a part of our success
  
  
• Best Workplace in the UK™ for Development, Technology, Wellbeing and Women
  
  Recruitment Process
  
  For successful candidates, interviews will take place whilst the advert is still live; so don’t delay getting your application in!
  
  Recruitment Agencies
  
  Whilst we make every effort to directly source candidates for our live roles, we do have a very small preferred supplier list on the occasion we may require additional support. We therefore do not accept speculative CVs and/or cold calls to our Recruitment Team or Hiring Managers