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Development Support Engineer
About the role
As a Development Support Engineer, you will play a key role in the successful operation of our Martech systems platforms.
The Martech Customer Relationship Management (CRM) team is responsible for the Company’s customer engagement platform which deals with the various customer communication channels.
You will be working alongside the engineering team to support the platform, ensuring optimal performance as it is further enhanced with innovate new features. This is an exciting time as we continue to invest in emerging markets and grow our customer base.
You will play a vital role in supporting the platform and its users, performing root cause analysis,
troubleshooting and monitoring the engineering teams’ array of infrastructure.
This role is eligible for inclusion in the Company’s hybrid working from home policy.
Main responsibilities
• Acting as the first point of contact for our internal teams for system related issues, assisting with the support, maintenance, and deployment of these systems.
• Conducting daily checks to proactively identify and address potential issues, by performing initial triage of any reported issues and escalate as needed.
• Working collaboratively with Business users, internal teams, and external vendors to ensure smooth integration of our products and services.
• Taking responsibility for a wide range of tools and applications, ensuring continuous support across the development, UAT and live platforms.
• Ensuring availability of our systems through monitoring and reporting for both on premise and Cloud hosted solutions.
• Managing third party supplier SLAs and forming excellent working relationships to leverage the best service.
• Handling routine maintenance such as server patching and ad hoc migration activities.
• Managing, investigating, and solving individual cases to ensure satisfactory outcomes for our internal Business customers.
• Developing the team to ensure successful onboarding of new products and services, whilst regularly reviewing these processes to support the development function.
The skills and experience to help you perform in the role:
• Excellent problem solving skills in order to diagnose, evaluate and resolve complex issues.
• Ability to make and act on decisions under pressure.
• Effective communication skills for collaborating with people from various disciplines and third parties.
• Self-motivation with the ability to use initiative and prioritise proactively.
• Self-starter with the ability to learn quickly.
• Familiarity with release coordination and support
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