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Second Line Analyst
ComputacenterSecond Line Analyst ensuring governance and timely delivery of IT services at Computacenter. Supporting various technologies and managing incidents for multiple customers under 24/7 rotation.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates high-level technical skills in iSeries platform and SQL, with a strong focus on incident management and adherence to SLA targets. Capable of effective communication and collaboration within teams while ensuring compliance with security policies.
Highest-signal resume keywords
ISeries Platform ExpertiseSQL ProficiencyIncident Management Skills2nd Line Support ExperienceSC Clearance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ISeries PlatformSQLWintel KnowledgeMessaging KnowledgePatching KnowledgeNetwork Infrastructure SupportApplication KnowledgeIncident ManagementSLA ReportingCall Management System
Soft Skills
Excellent Organizational SkillsExcellent Communication SkillsInterpersonal SkillsCustomer SkillsAbility to Work on Own Initiative
Tools & Technologies
Incident Management Tool SuiteCall Management SystemMS WordMS Excel
Certifications & Qualifications
Current SC Clearance
Industry Keywords
Batch MonitoringEvent MonitoringAlert ManagementIncident ResolutionEscalation ProceduresEvent ReductionAutomation Plans
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Batch Monitoring and Management
- Event/Alert Monitoring and Management
- Incident Management - respond and resolve incidents to ensure SLA targets are achieved
- Increase the First Time Fix rate
- Adhere to escalation procedures
- Assist with technical escalations for other team members
- Monitor call queue and follow up with specialist support teams for resolution
- Adhere to customer and Computacenter Security Policies
- Assist with Event Reduction/Shift Left activities/Automation Plans
- Contribute to and use Company and customer procedures
- Participate in team and function meetings
- Utilise the Incident Management tool suite to monitor progress of all incidents
- Ensure accurate completion of all incident records
- Monitor and update the call management system
- Assist with SLA reporting
Requirements
What you’ll need- Current SC clearance or meet qualification criteria
- High level technical skill in iSeries platform
- Good technical working knowledge of SQL
- Wintel knowledge
- Messaging and Patching knowledge
- Some Network Infrastructure support experience at a second line level
- Working knowledge of application
- Quality incident management skills
- Experience in a 2nd Line Support
- Demonstrable experience of resolving incidents for multiple customers
- Ability to work on own initiative
- Excellent organizational skills
- Excellent communication and interpersonal skills
- Good customer skills
- Knowledge experience in MS Word and Excel is welcomed
Benefits
Comp & perks- Friendly, open working environment
- Opportunities for professional growth and development