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hackajob is partnering with Verisk UK to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.
The Support and Release Specialist is responsible for overseeing the planning, scheduling, and coordination of software releases for our Core software platform. This role involves working closely with development, QA, and Digital teams to ensure that software releases are planned and deployed smoothly and efficiently, with minimal disruption to production environments.
The Release Manager will identify and mitigate risks associated with release activities, develop and maintain release management processes, and communicate release status and issues to stakeholders. This role also takes ownership of assigned customer issues; research, diagnose, troubleshoot and identify solutions to resolve system issues, and follow standard procedures for proper logging of issues as well as escalation to the appropriate internal teams.
Specific duties include:
Release Planning and Management
• Develop and manage the release schedule, ensuring it aligns with project timelines and business objectives. Plan and manage release schedules and milestones.
• Collaborate with development, QA, and Digital Product Owners to ensure successful deployment of software releases. Coordinate release activities across various teams to ensure timely delivery.
• Identify potential release risks and implement mitigation strategies
• Provide regular updates and reports on release status, issues, and risks to stakeholders, ensuring transparency and alignment. Communicate release status to stakeholders and manage expectations.
Support and Escalation
• Diagnose and troubleshoot technical issues for mid-level applications and platform services such as account and data management, authentication, search, entitlement, etc.
• Serve as the primary point of contact for L2 support issues
• Monitor SLA response times and drive improvements
• Manage and triage support tickets using JIRA
• Troubleshoot content and document extract issues
• Retrieve Root Cause Analysis of technical issues
• Attend and contribute to Scrum ceremonies when necessary to ensure effective communication and support progress
• Support project initiatives as required
• Track and report on support metrics
• Perform additional technical duties as required to support ISOnet/CORE applications and customers
Requirements:
• BS degree in Information Technology, Computer Science or relevant field, and 3-5 years of experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• Excellent problem-solving skills and outstanding attention to detail
• Expertise in resolving issues related to APIs, browser errors, and other technical integrations
• Able to manage and prioritize multiple open issues at once
• Excellent oral and written communication skills. Able to ask customers targeted questions to quickly understand the root of the problem and provide step-by-step technical help, both written and verbal.
• Hands-on experience with JIRA, Salesforce, or similar ticketing/CRM platforms
• Solid understanding of identity concepts (SSO, MFA, user provisioning)
• Experience with web application client-side troubleshooting, familiarity with system and event logs, navigating application logs for troubleshooting along with cloud-based log mining software like Splunk is preferred
• Familiarity with software systems, scripting (Python, Ruby, etc.), database queries and ISO products/applications a plus
hackajob is partnering with Verisk UK to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.