Software Application Support Analyst

What we do?

We provide software products and services that are already improving the operational delivery of rail services. Our vision is to create a truly connected rail network, using our deep technology expertise and rail industry experience to deliver game-changing solutions that improve the quality of transport across the UK and beyond. We are a company that is excited by the possibilities offered by technology and are driven by improving experiences for passengers globally. We continue to evolve and offer our own integrated Traffic Management System; an operational and technical first.

Who are we looking for?

To make this happen, we are looking for an experienced Analyst to join our Technical Support Team. Working as part of this team you will play a vital role in ensuring the support and maintenance of our software solutions used across the UK daily to manage train performance. You do not need a background in rail however, experience in supporting complex web applications that provide essential business services will be an advantage.

What are the key objectives?

• Support and maintain our traffic management, simulation and training systems, and associated equipment in accordance with documented designs
• Provide remote support, attending site as required, to support commissioning activities or to facilitate incident resolution
• Support and maintain monitoring solutions for our environments and customer applications
• Work within specified service level agreements for response and resolution times
• Support innovation and advise on the implementation of new technologies
• Engage with internal teams around technical solutions and requirements, and implementation of best practices
• Interact with internal subject matter experts on incidents and service requests that require an advanced level of technical input
• Able to interpret and understand safety rules, operating and maintenance instructions and procedural manuals
• Clearly document issues, requests, and solutions within the ITSM system
• Contribute to and maintain the internal knowledge base
• Act as a mentor to develop the knowledge and experience of other technical colleagues
• Identify process and other improvements within the directorate and raise them through the appropriate channels

Personal Attributes

• A strong communicator with experience in a customer-facing role or roles
• Excellent analytical, troubleshooting, and problem-solving skills
• Self-led learner with ability and drive to investigate, learn, and develop
• Comfortable building relationships, collaborating and communicating with multiple teams and stakeholders, of varying technical experience, both internally and externally
• Highly organised, resilient, and able to manage individual workload
• Innovative, creative, and passionate about what you do, with a thorough attention to detail

Technical Skills

• Experience in supporting Linux: system and network configuration, software installation, troubleshooting, bash scripting, with the ability to analyse system logs
• Experience in working with on-premise, cloud and hybrid infrastructure environments
• Experience in working with CRM or ITSM tools such as Zendesk or ServiceNow
• Applied experience of structured query language
• Knowledge in networking: standard internet protocols and ports, network monitoring and analysis tools, configuration of network devices (switches, routers, firewalls)
• Familiarity with DevOps and Agile methodologies
• Experience working in an ITIL aligned organisation, ITIL qualifications a plus

Desirable

Experience of working with:

Data Feeds | Docker / Kubernetes | Kibana | Grafana/Prometheus | Java | Jira/Confluence/Azure DevOps | AWS

Working Pattern

This is a remote, home-based role - it may require occasional attendance at client premises for site- based activities. The ability to reach and attend one of our three offices (Derby, Milton Keynes, or London), for training, product familiarisation, and support activities as required would be an advantage.

Support issues and activities rarely fit neatly into regular hours; therefore, our support team operates a “4 on, 4 off” shift system basis to provide 24/7, year-round coverage for our clients. You will work on a shift system with each working period consisting of four shifts of 12 hours, followed by a break of four shifts.

We are looking for day shift workers to work 6am – 6pm.

So that you can thrive both in and out of work we offer the following benefits on top of a competitive salary that rewards you for the value you bring:  

• Home based with travel to Resonate and client sites as required
• Working pattern of 4 on, 4 off, with 12-hour days from 6am-6pm
• 20 shifts leave per annum
• Pension plan through Aviva with matched contributions from 5%-8%
• Private healthcare for you and immediate dependents, currently with Bupa on a medical history disregarded basis
• Group Life Assurance cover (currently 6x salary)
• Group Income Protection cover (in the event of incapacity currently provides 50% salary plus a 10% pension contribution after 52 weeks)

We are committed to building a diverse workplace where everyone can thrive. If you need any reasonable adjustments or support in making your application, please contact our Talent Team at recruit@resonate.tech