Production Support Engineer
Lloyds Register
Athens, GR
πριν από 1 μέρα

Job ID : 36612

Location : Athens : 348 Syggrou Avenue

Position Category : Business Development

Position Type : Employee Regular

Production Support Analyst

Based in Athens, Greece

Are you an software professional with a passion for technical support?

Do you want to work in an international environment where you can use your expertise to support the business?

Then working as an Production Support Analyst for Lloyd’s Register is something for you!

We will offer you a challenging job opportunity and the possibility to develop yourself and realise your ambitions.

Role Summary :

The Production Support Analyst’s core purpose is to investigate and resolve issues that impact our customers benefiting from our solutions to maximise service availability and performance to requirements.

Using structured, documented and repeatable support processes you will investigate data and systems processing issues to identify root causes, fix what you can, identify workarounds and problem manage issues with specialist teams.

This is a hands-on technical role.

Main Responsibilities :

  • Build close relationships with Customer Service / Success Teams
  • Respond to incoming queries, triage, prioritise, troubleshoot and ensure active communications of status to customer and internal teams
  • Use your coding, database, web API, and front-end skills to investigate, reproduce, diagnose, and solve complex production issues anywhere in the technology stack (front end, API and other services, server, database, cloud, or network)
  • Use monitoring and logging to proactively identify and resolve production issues before they affect customers
  • Provide interim and full fixes on a timely basis, including building / deploying emergency releases (if development resource not available)
  • Work closely with stakeholders (product owners, developers, devops, expert users, and testers etc) to improve software and service quality
  • Participate in Agile development activities, attending daily stand-ups, sprint planning and sprint review meetings as required;
  • engaging with distributed development teams, with many colleagues working in other parts of the world and different time-zones

  • Understand the flow of code and data between clients, partners, data providers, data pipelines, systems, APIs, and environments to diagnose and fix issues
  • Analyse and report reproduceable test results to stakeholders
  • Perform post-fix validation tests and problem close-down with Clients
  • Identify and implement enhancements to services, processes, documentation and procedures, and by doing so, improving quality, reliability, availability, security and performance across the technology landscape of the business
  • Own issues and tasks to completion
  • Provide timely information / status updates to customer-facing teams and customers to maintain overall customer satisfaction
  • Write scripts and queries to perform custom data parsing / ingestion, updates, and extractions to support various business units
  • Assist with configuring and deploying instances of our applications for new customers
  • Assist the development team with releasing new versions of our apps and cloud services
  • Mentor Customer Success staff on technical issues and best practices
  • Document common problems and their solutions on internal wikis and in the customer-facing documentation such as the knowledge base and FAQs
  • Promote supportability, resilience, automation and debuggability initiatives
  • Develop successful relationships within the business and with Clients
  • Perform special projects, as requested
  • Required Qualifications :

  • Degree in Data Science, Mathematics, Maritime / Naval Architecture, or any other relevant numerical / engineering subject;
  • MSc in related studies is highly welcomed

  • Minimum three (3) years of working experience in a relevant position
  • Experience working on production systems, specifically running in an Azure cloud services environment
  • Ability to deal with analysis and testing of complex workflows in desktop and / or cloud-based applications, ability to lean about on-vessel solutions
  • Ability to technically communicate and demonstrate defect reports with developers and subject matter experts
  • Experience of CI / CD and code / version control such as Jenkins, GitHub, Bitbucket is mandatory
  • Experience / Knowledge of Python is mandatory
  • Experience / Knowledge of Azure Function Apps is mandatory
  • Experience with troubleshooting of complex software systems and JavaScript-based web application front end using browser Developer Tools
  • Experience with setting up monitoring and logging tools (such as Application Insights, Nagios, Sentry, Kibana) and using logs to proactively identify production issues
  • A general understanding of underlying technologies affecting cloud applications, such as networking, security (e.g., certificates), HTTP, DNS, etc.
  • ITIL / ITSM qualifications
  • Excellent command (written and oral) in English language
  • Preferred but not required :

  • Experience / Knowledge of Azure Vault
  • Experience with Azure DevOps and Azure Test Plans / Jenkins, or other bug tracking and test case management software, would be a distinct advantage
  • Experience with Power BI, DAX, Azure Analytics Services would be an advantage
  • Experience of databases and SQL / no-SQL functionality, particularly on Azure, would be an advantage
  • Experience of C# and Java code / systems is a nice to have
  • Familiarity with AWS.
  • Experience writing Powershell scripts
  • Some knowledge of JavaScript, HTML, and CSS
  • Familiarity with no-code business rules engines, such as Decisions
  • Expert at using Microsoft Excel (including VBA macros)
  • Experience with Microsoft Power BI or similar BI technologies
  • Certification in ISTB will be considered an asset
  • Experience working with Windows and Windows Server systems, including IIS
  • Previous experience within maritime industry is highly preferred
  • You are someone who :

  • Is passionate about solving tough technical problems and recommending improvements to products and processes.
  • Has patience and is good at listening to issues, identifying their root cause and providing the most effective solution
  • Is keen to take accountability and ownership for delivering customer needs
  • Is able to self-manage and prioritize tasks towards achieving goals
  • Is flexible and eager to take initiatives
  • Communicates in a structured way and has ability to present technical ideas in user-friendly language
  • Has perseverance in the face of obstacles
  • Displays a team spirit, particularly in a multicultural environment and ability to work both independently and as part of a team with colleagues in person and around the world
  • Responds positively to learning opportunities and is comfortable stepping out of own comfort zone. Has willingness to learn new programming languages and frameworks as needed (training and mentoring will be provided)
  • Exceptional attention to detail
  • What we offer

    You will be working in a friendly work environment which is highly productive, collaborative and innovative - where your voice is heard.

    We offer you an exciting working environment with intellectual challenges, responsibility and high-level client interaction.

  • An attractive remuneration package will be negotiated with the right candidate. As for every Lloyd's Register staff member;
  • a personal development plan will be made by you and your manager to support you in realizing your long term goals.

    About i4Insight

    i4 insight is helping some of the largest companies in the world digitally transform their businesses. I4 Insight is focused on creating a Cloud Platform based Digital Ecosystem that collects data from disparate sources and can connect niche applications into an integrated solution that provides Intelligent Insight into our customers business -providing sustainable benefit to all parties.

    We believe when the data and application silos come down new interrelationships will be uncovered, and new savings and advantages will be delivered.

    While our vision is quite large, we can’t do this alone.

    Our passion, professionalism and vision are backed by a giant in the Maritime industry Lloyd’s Register. Lloyd’s Register’s Digital & Software division is deeply committed to this digital evolution.

    They cut through the data noise to enhance asset performance, take an intelligent approach to risk management and ultimately give confidence that steers strategic operations.

    We have come together to accelerate this evolution through a shared vision, the deep resources that Lloyd’s Register can provide, and the entrepreneurial speed and tenacity that our customers deserve.

    i4 is a proud member of the Lloyd’s Register Group. This gives us the ability to operate like an entrepreneurial company while having the benefits and backing of a large market leading organization.

    About Lloyd's Register

    The Lloyd's Register Group (LR) is an independent risk management organisation that helps to improve our clients' quality, safety, environmental and business performance throughout the world.

    This is mirrored in our mission statement "working together for a safer world".

    LR is a global engineering, technical and business services organisation and a maritime classification society, wholly owned by the Lloyd's Register Foundation, a UK charity dedicated to research and education in science and engineering for the benefit of the community at large.

    Our expertise and activities cover Marine & offshore Classification and Marine Performance Services.


    Are you interested in this job? Apply now via the apply’ button and upload your C.V. and cover letter.

    If you have any questions regarding this vacancy, you can contact Kalliopi Christopoulou (Corporate Recruiter South Europe / kalliopi.

    christopoulou ).

    Diversity and Inclusion at Lloyd's Register :

    Together we are one Lloyd’s Register, committed to developing an inclusive and safe workplace that embraces and celebrates diversity.

    We strive to ensure that all applicants to LR experience equality of opportunity and fair treatment, because we believe it is the right thing to do. We hope you do too.

    Copyright Lloyd's Register 2022. All rights reserved. Terms of use . Privacy policy .

    The Lloyd's Register Group comprises charities and non-charitable companies, with the latter supporting the charities in their main goal of enhancing the safety of life and property, at sea, on land and in the air - for the benefit of the public and the environment. ( Group entities ).

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