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 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
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.
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 lr.org ).
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.
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 ).