We currently have an exciting opportunity for a talented Production Support Analyst to join our team in sunny Barcelona, Spain. Based in Barcelona, you will be part of Application Support Team, and responsible for receiving issues on the Point-of-Sale application from Help Desk teams, being able to troubleshoot, perform initial diagnosis, provide root cause analysis, and escalate them to other teams (network, development, etc.) when applicable, providing meaningful up-to-date status and making recommendations for improvements.
About the job
We currently have an exciting opportunity for a talented Production Support Analyst to join our team in sunny Barcelona, Spain.
Based in Barcelona, you will be part of Application Support Team, and responsible for receiving issues on the Point-of-Sale application from Help Desk teams, being able to troubleshoot, perform initial diagnosis, provide root cause analysis, and escalate them to other teams (network, development, etc.) when applicable, providing meaningful up-to-date status and making recommendations for improvements.
You will be an innovator, passionate, accountable and solutions focused, not to mention adaptable, hungry for a challenge and an individual who thrives on partnering. All these combined with the below capabilities are what will make us such a bold and compelling organization.
Main responsibilities
- Interact with level 1 and 2 support teams, who receive the issues from customers
- Reproduce, troubleshoot, analyze, and investigate root cause of the issues based on alerting, monitoring, logging using tools like Splunk and DataDog
- Create monitoring alerts and dashboards using tools like Splunk and DataDog
- Provide recommendations for improvements based on reported issues.
- Maintain troubleshooting guides and other support related documentation.
- Attend troubleshooting calls with customers if needed.
- Some programming and debugging duties will be required to develop queries/reports of varying complexity and to troubleshoot and fix programmatic issues.
- Escalate issues to other teams, depending on the area impacted, which might be (but not limited to) Infrastructure, Platform, Development, Product
- Keep up-to-date status of the issues received and prioritized.
- Understand user experience and functionality in the application, and be aware of new capabilities/features introduced in every release of the product.
- Participate in any testing activities and validation.
- Be part of the 24x7 support team
Who would succeed in this role
- Experience:
- 3+ year’s proven experience in customer support activities on Desktop and Web based and cloud-based applications, being able to understand customer reported issues - research, analyze and recommend improvements.
- Experience in understanding log files from a microservices oriented applications.
- Experience in Web Services technologies: RESTful APIs, XML
- Familiarity on Product development and release cycles
- Exposure to Agile methodologies (Scrum, Kanban, SAFe) and DevOps culture/practices
- Experience of Jira for Requirements/ Story management and work management tools is a plus.
- Experience in the Travel industry and knowledge of Galileo and/or Apollo GDS is a huge plus.
- Experience in Splunk or DataDog Observability is a huge plus
- Skills:
- Superb interpersonal, written and verbal communication skills
- Ability to work as part of a cross-cultural team including flexibility to support multiple locations when necessary
- Have a proactive ‘can do’ attitude. Takes the initiative – doesn't wait to be told what to do. Constantly coming up with small improvements or big new ideas, together with a pragmatic approach
- Have the ability to multitask and prioritize within a continuously changing environment
- Be dynamic and self-motivated with high level of energy and enthusiasm
- Meets or exceeds expectations on process turnaround for assigned tasks and follow ups, and issue resolution to closure.
These are just a few of our employee’s favourite benefits/perks…
Competitive base salary, yearly bonus, private medical insurance, pension plan, meal tickets, gym sub, very generous holiday allowance, flexi Fridays and more!!
Interested? We’d love for you to get in touch!*
*Please note that if your application is progressed, you may be asked to complete a self-recorded video interview, at a time that works best for you. This is your chance to bring your skills & experience to life in your own words and style. Ensure you keep an eye on your junk folder just in case our invitation finds its way there.
We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed.
