Methodius: IT Recruitment

Senior Support Specialist

Reference: 4334

Salary: 55 to 70k + bens/bonus


Job Type: Permanent

Location: Dublin

Software Manager, Support Analyst, Technical Support Engineer

My client, a multinational setting up their worldwide IT hub in Dublin, is looking to hire two Senior Support Specialists.

Role Overview

My client, a multinational setting up their worldwide IT hub in Dublin, is looking to hire two Senior Support Specialists.

The Support Specialist is responsible for resolving Production issues that cannot be solved by first level Support.  He/She works at a code-level to solve issues, escalating and engaging development teams as necessary.  The Support Specialist participates in project demos and design reviews to understand upcoming changes to applications.  He/She builds out the knowledge database, the support runbook, the consolidated post mortem log and Problem Tracker.  Support Specialists must demonstrate an infinite amount of resourcefulness, quick-thinking, analytical skills and strong communications ability.

Key experience in who they are looking for is Support Specialists with;

Team management experience

Experts in best practices.

Willingness and enthusiasm for creating something completely new.

5 years hands on Senior Support experience.

Experience Leading Offshore teams.

Primary Responsibilities

Resolving Production problems that cannot be resolved by level 1. Engaging and escalating to development teams as necessary. Building and maintaining Support runbooks and knowledge base. Defining and adhering to Support process and SLAs. Participating in solution and data design reviews and updating documentation as appropriate. Managing the Post Mortem log and updating the Problem Tracker. Good to have: exposure to Java family of languages and/or Mainframe.

Secondary Responsibilities

On-going refining of Support process and templates. Identifying new Support tools and frameworks.

Permanent role based in South Dublin. Salary guide €55 to €70k, flexible according to candidate. Insurance, 5% matching on pension and 10-20% annual bonus.

Please do not hesitate to Contact David Coyle at 01 6351748 or email david@methodius.com

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