Global Response Analyst

Role & responsibilities

• Daily checks and BAU monitoring including fault resolution
• Identify and resolve issues with applications, following agreed procedures.
• Uses application management software and tools to collect agreed performance statistics.
• Carry out agreed applications maintenance tasks.
• Prioritise and diagnose incidents according to agreed procedures.
• Document and close resolved incidents according to agreed procedures.
• Draft and maintain procedures and documentation for application support.
• Participate in post Incident reviews, helping to provide a continually improved service for our customers and stakeholders.
• Other tasks: To undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the production environment

Preferred candidate profile

What we are looking for:

• 2-3 years of experience in Production Support, Application Monitoring, Platform Operations, or similar roles.
• Bachelors degree or higher in Computer Science, Mathematics, Engineering, Physics, or a related field, or equivalent work experience. Degree in Commerce or IT is preferred.
• Intermediate SQL proficiency and strong diagnostic capabilities, with handson experience analysing logs, workflows, and platform behaviour.
• Strong grounding in ITIL practices, especially Incident, Problem, and Change Management.
• Strong analytical thinking and proven problem-solving abilities with excellent attention to detail.
• Strong communication skills for stakeholder coordination, documentation, RCA review, and operational reporting.
• Experience with monitoring and operational tools like Splunk, ServiceNow, PagerDuty, New Relic, etc.
• Ability to prioritise and execute tasks effectively in a highpressure environment.
• Excellent organisational, administrative, and time management skills.
• Willingness to work extended hours when required, particularly around project deadlines, in exchange for commensurate rewards.
• Excellent verbal and written communication skills and confident in engaging with internal and external stakeholders.