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Technical Lead Analyst - Major Incident / Problem Management(UK&I)

Ebene, MU, -

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and an office in Mauritius. Our goal? We bring people solutions to life. So companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent.

 

Position:
Technical Lead Analyst – Major Incident Management / Prob Mgt Support (UK&I)

 

Job Summary:


The Technical Lead Analyst will act as a Functional and Technical Subject Matter expert equivalent to a Tier 3 Support Expert for the UK&I Support teams. S/He will work closely with various stakeholders including Support teams such as Tier 2 Application UK&I Support teams, Managed teams, Service Delivery Managers and customers.

 

Key Accountabilities:

 

Major Incident Management
•    Major Production Incident Management including the management of cross functional and cross site support teams (on & offshore) ensuring service is restored in a timely manner with minimum impact to the client’s business;
•    Act as the single communication point for key stakeholders and Senior Management for the duration of a Major Incident;
•    Record and maintain Major Incident information;
•    Follow-up with support teams on Root Cause Analysis (RCA);
•    Recommend preventive actions post incident and follow up with support teams until closure;
•    Produce Major Incident Management report for management and client;
•    Work with management to review the efficiency and effectiveness of Incident & Problem Management activities/processes;
•    Provide technical guidance on simple to medium complexity root cause analysis and Major Incidents to accelerate resolution and minimise escalations.
•    Take ownership of large to very large complexity or high visibility root cause analysis (RCA) and Major Incidents to accelerate resolution and minimise escalations.


Problem Management 
•    Conduct defect fixing (code / test) for bespoke products.
•    Conduct technical reviews on problem fixes and provide impact assessments
•    Helps and support in carrying out defect prioritisation and sprint planning.
•    Look at incidents that occur, trends of an incident, root cause analysis of what impacts the service and end customer experience and to prevent reoccurrence.
•    Provide detailed technical recommendation for defect fixing and enhancements for standard products and validated by Product / R&D teams, performs the fixes.
•    Work closely with stakeholders to follow up on problem tracking and status.
•    Identify, document and promote best practices
•    Participate in daily huddles and ensure technical blockers are identified & resolved timely
 

Continuous Improvement:
•    Provide technical guidance on problems tickets; identify, document and promote best practices.
•    Coach and mentor team members on technical matters.
•    Conduct skills gap assessments and drive action plan to support multi-skilling and ensure single points of failures are identified and addressed.
•    Provide feedback in a timely fashion.
•    Pro-actively identify technical challenges faced by the team, and facilitate problem solving sessions
•    Identify training requirements
•    Design and deliver training programs ensuring effective transfer of learning through relevant progress checkpoints
•    Assist in technical orientation and immersion of new starters
•    Continuously enhance on-boarding training plans to optimise ramp-up time
•    Drive knowledge sharing through most appropriate medium
•    Drive efficiency through continuous process improvements, automation of manual tasks, lessons learnt reviews
•    Contribute in creation and maintenance of technical documentation as relevant
•    Constantly broaden & enhance own knowledge of SDW product 
•    Participate in hiring process

 

Knowledge, Technical Skills, Qualifications & Experience


Essential: 
•    A diploma/bachelor's degree with good interest or demonstrated experience in IT and functional aspects of payroll applications.
•    Good understanding of Major Incident and Problem Management practices and functions.
•    Advanced Excel capabilities and thorough knowledge of SQL 
•    PowerShell
•    ASP.Net MVC
•    .NET Core 3.0 / .Net Framework
•    C#, Azure
•    MS System Centre

Desirable:
•    Functional Knowledge of UK Payroll and set up is an advantage.

Requirements:
•    Flexible and can easily adapt to different working schedules including out of business hours on call when required.
•    Excellent communication skills (written & spoken English)
•    Effectively mastering of call handling techniques.
•    Strong leadership ability and interpersonal skills 
•    Experience and understanding of ITIL practices.
•    Team player
•    Customer facing
•    Take ownership and do close follow up on actions
•    Seek and respond to development feedback
•    Good at prioritizing
•    Stay calm under pressure
•    Conversant with Agile Practices.
 

SD Worx offers you, besides a competitive salary and benefits package, the autonomy and flexibility to take ownership of your work.  With the possibilities of flexible working hours, homework, working from other offices,… you can organize your own work.

For us, learning and innovating are like breathing, inspiring us to always go beyond.  We offer multiple trainings, projects… where you will learn from experts or in practice. From the start you will be engaged in your team, where we share knowledge, talents and celebrate our differences.

From many places, we work as one, moving from better to best together.

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