Support Analyst L2 - Deployment

Summary Of The Position

The Deployment Analyst plays a critical role in managing and coordinating the deployment of software, systems, and updates across multiple environments. This position ensures that all deployments are executed efficiently, within schedule, and with minimal disruption to business operations. Additionally, the analyst is responsible for troubleshooting deployment issues, performing post-deployment monitoring, and continuously improving deployment processes through automation and best practices.

Key Accountabilities

• Manage end-to-end release processes, including client & engineer co-ordination. Also, prepare KB if required for teams’ reference.
• Troubleshoot post deployment issues and coordinate with relevant teams for resolution.
• Identify opportunities to automate repetitive deployment tasks.
• Identify potential risks in the deployment process and develop mitigation strategies.
• Ensures all calls logged are clearly written so that any team member can understand the issue.
• Understands and executes against agreed processes for implementing fixes/changes.
• Understands the impact of non-delivery on the reputation of PMC with the client
• Provides regular client and internal communication on assigned activity and incidents - ensure that interested parties are clear on current status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager.
• Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLA's are at risk of not being met.
  
  

Please note that this role works on a rotational shift basis to ensure sufficient coverage 24/7 and meet the needs of the business.

Skills and Experience | Essential

• Experience on Oracle or Microsoft SQL server database - Certification preferred but not must
• Experience in windows batch scripting
• Experience on helpdesk, incident, and problem management as L2 support
• Client interaction exposure
• Good communication skills, Verbal and Written both, is a MUST
  
  

Skills and Experience | Desirable

• Very good understanding of ITIL framework and processes. ITIL certification is preferred.
• Able to share ideas with the team and self-confident.
• Go-getter and solution-oriented personality
• Very quick learner and keen to learn new things
• Reliable & accountable individual who can manage client interaction
  
  

Personal attributes

• A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
• Having worked in a fast paced, dynamic environment
• Empathy and the ability to communicate both internally and externally
• Ability to multi-task, work under pressure and to tight deadlines
• Positive ‘can-do’ attitude, team player
• Efficient and Proactive