Senior Application Support Analyst
Job description
We're ASOS. We blend our flair for fashion with our love of cutting- edge technology, but more importantly were interested in how we can bring the best out of you.
We exist to give people the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you're free to be your true self without judgment, and channel your creativity into a platform used by millions.
You will be part of the 2nd line team responsible for reactively resolving incidents, problems and events relating to the front and back-end eCommerce stack, as well as proactively preventing service, system and application disruption.
You will be working in a Microsoft Windows environment, looking at Windows servers and event logs, restarting application services, diagnosing issues with IIS and application pools and dealing with Akamai redirects
You will:
- Be accountable for 2nd line resolution of incidents, problems and events in line with SLAs
- Support provide support to service delivery with Business Support Managers, Major Incident Managers, Problem Managers, and Change & Release Managers
- Collaborate with 1st, 3rd, and 4th line resolvers to ensure service stability and operational readiness
- Be the SME to advise and guide during Service Transition on elements such as KPIs, run books, and monitoring & alerting
- Work collaboratively to proactively analyse diagnostic data such as log files, error queues, error messages and exception reports
- Identify risks and issues, maximise site availability and provide Continual Service Improvement
- Undertake application support activities such as automation, manual workarounds, maintenance, upgrades, report writing and scripting
- Provide out-of-hours On Call Support as part of a 5-weekly team rota
We pride ourselves on our Continual Service Improvement initiatives and being Agile and Lean, so you will be a forward-thinking Application Support Analyst with a keen interest in all things eCommerce.
You will have:
- Experience working with front and back end eCommerce technologies, such as Content Management Systems, Methods of Payment, Order Processing and Order Fulfilment
- Proven experience with Application Performance Management software, such as Grafana, New Relic or Application Insights
- Worked with an IT Service Management solution, such as ServiceNow, Zendesk, Touchpaper or Remedy
- An awareness of .NET, ASP, CSS, HTML, PowerShell and JavaScript would stand you in good stead
- Strong working knowledge of SQL
- Knowledge of Microsoft Azure Services, Operations Management Suite and Service Bus
- A basic understanding of APIs
Additional Information
What's in it for you?
- Competitive salary, pension, and private medical care scheme
- Performance related bonus
- Flex benefits allowance - which you can chose to take as extra cash, or use towards other benefits
- 25 days paid annual leave + an extra day for your birthday
- Employee discount (hello ASOS discount!)
- Tech Develops - our internal tech focussed skills development programme to focus on your personal growth as a technologist
- Opportunity to represent ASOS at industry leading events
- Opportunity to help shape and drive our DE&I initiatives in Tech (like our WIT movement and Diversity mentoring in Tech)
- Opportunity to make an impact from day one and work with the latest in cutting edge of technology
We want our people to be whoever they want to be. That’s why we’re committed to creating a truly inclusive culture at ASOS, but how we're doing it?
Through our Fashion with Integrity strategy we are driving diversity, equity and inclusion across every aspect of ASOS and ensuring every ASOSer can be their authentic self at work. We want our people to be whoever they want to be, because we believe people who bring their best selves to work, do their best work.
We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter. We’ve also recently been placed 8th in the Inclusive Top 50 Companies Employer List too.
There are safe space employee networks and we host a monthly DEI events series to help support and celebrate all of our people. We are constantly listening to our people, evolving, changing and taking a flexible approach to how we make ASOS truly inclusive.
