DELTACLASS TECHNOLOGY SOLUTIONS LIMITED
Infrastructure Specialist -Electronic & Voice Surveillance
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Role Overview
As an Infrastructure Specialist in the Electronic & Voice Surveillance Feature Team within the Markets Platform Surveillance lab, you will be a subject matter expert for second/third line IT support of the Electronic and Voice Surveillance tool (Arctera Insights) and supporting infrastructure, performing incident resolution, problem management and change delivery. With a keen eye for detail, you will ensure minimal disruption by seeking first time fixes, establishing root cause analysis to stop inflow of incidents and completing production level changes which deliver functional enhancements to the business.
Responsibilities
- Monitor platform/application health and intervene proactively to prevent issues.
- Assess output of housekeeping tasks and reporting on the status of key regulatory apps.
- Provide professional, timely and empathetic assistance to colleague incidents.
- Display excellence in driving root cause analysis so that repeated issues do not occur.
- Support request fulfilment activity from the Surveillance business.
- Plan, raise and implement changes through the path to live application environment.
- Escalation support to product owner for feature related issues.
- Identify potential improvements and drive to completion, working with the vendor where required.
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Requirements
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- Hybrid model based in London office 2 days a week, covering within 09:00 to 17:00 (BST/GMT).
- Experience in business/customer-facing IT Support roles.
- Strong problem-solving skills, excellent communication, and ability to prioritise tasks.
- Independent and team-oriented work capabilities.
- Proficiency in handling broad IT issues and changes across various channels.
- Confident liaising with multiple teams across the business, capable of articulating requirements for assistance to deliver complex multi-team changes.
- Confident working with suppliers, keeping track of open issues and working with them to request and deliver new features.
- Act as an escalation point for high severity issues and colleague complaints.
- Depth of experience in SaaS Public cloud and management of suppliers.
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