Lead Support Analyst

Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow or liquids, gases and powders across many industries worldwide.
 

Our purpose is Keeping the World Flowing for Future Generations.

The role of Lead IT Support Analyst Lead is to be responsible for IT Application Support activities.  Providing advanced technical support for business-critical applications, ensuring that all incidents that have been escalated from the Service Desk Support teams, or have been raised directly into the IT Application Support queue are resolved promptly.  This role acts as a key liaison between the technical teams and the business users, analysing complex issues, applying deep application knowledge and working with development and infrastructure teams, where needed, to maintain high system availability and performance.  You will be expected to own escalations and to liaise with the business for timelines of resolution, speaking with internal IT teams to set priority based on business need.  This role also contributes to continuous improvement by identifying recurring issues and recommending long term solutions using Problem Management and ITIL best practices.

Responsibilities:

• Respond promptly to incidents reported through Service Desk support or monitoring systems. 
• Diagnose, troubleshoot, and resolve issues following agreed procedures. 
• Escalate complex or unresolved incidents to appropriate teams or third-party vendor adhering to agreed service level agreements (SLAs). 
• Participate in the Major Incident Manager (MIM) Cover Rota and manage assigned major incidents in accordance with the Major Incident Procedure.  
• Monitor team & application performance through metrics and KPIs, identifying areas for improvement and implementing necessary changes.
• Collaborate with cross-functional teams to prioritise and address critical issues and escalations. 
• Communicate effectively with end users, providing clear instructions and guidance on the use applications services. 
• Keep users informed about the status of their support tickets and maintain ticket records following ticket management standards and procedures.
• Ensure regular reviews and operational checks are carried out to schedule. 
• Manage service management queues to ensure issues and requests are allocated and resolved in a timely fashion.
• Liaise with colleagues and vendors to document processes and solutions and build team knowledge. 
• Act as a single point of contact for customers and other teams in IT for escalation.
• Monitor team performance through metrics and KPIs, identifying areas for improvement and implementing necessary changes. 

• Support the Global Service Delivery Manager in vendor management, risk management and operational management. 

Required skills and experience:

Essential

• ITIL 4 Foundation certification &/or experience working in an ITIL environment.
• Proven experience in IT application support, including at least 2-3 years in a leadership or team lead role.
• Strong technical knowledge across a range of IT systems and applications.
• Excellent communication and interpersonal skills, with a focus on providing exceptional customer service.
• Problem-solving abilities and the capability to remain calm under pressure.
• Familiarity with IT Service Management tools such as ServiceNow.
• Experience dealing with Major Incident Management, Problem Management and Request Fulfilment processes is highly desirable.

Desirable

• IT certifications such as Microsoft Dynamics 365 Fundamentals (& higher) is highly desired.
• Bachelor’s degree in information technology, Computer Science, or relevant on-the-job experience.
• Work with diverse technology stacks, including bridging the gap between legacy systems and modern platforms. 

Required Competencies:

• Very organised with good planning and coordination skills.
• Ability to interact and communicate well at all levels.
• Inquisitive mindset, not happy to accept the ‘status quo’.
• Ability to multi-task and remain calm under pressure.
• Collaborative team player who continually strives for improvement.