Senior Operations Support Analyst needed to join our team on a permanent basis in our Lisbon or Porto Office.

The opportunity:

The role of a Senior Operations Support Analyst is critical in the day to day operation and management of a number of clients ecommerce service. This role will work as part of a wider Operations team that will be responsible for delivery and support across varying technology stacks such as legacy hosted infrastructure, GCP, AWS, and Azure and Ecommerce platforms such as Magento 1 and 2.

The Senior Operations Support Analyst will work closely with the account technical teams (Developers, SysAdmins, and SME’s) and the management teams to ensure all support tasks and activities are conducted to maintain the clients service is operating smoothly.

What you’ll be doing:

• To perform daily checks & a variety of support tasks within the support team
• Pick up incidents, investigate the root cause and follow their lifecycle through to resolution
• take a pro-active approach to all incidents and problems raised
• ensure customers are updated and tickets are managed with the correct level of information
• Interact with surrounding support teams to consult on issues and escalate to the SME’s where needed
• address a variety of ad-hoc queries and run various reports where needed.
• demonstrate ownership at all times to the customer and within the team
• data interface/scheduled job monitoring with their associated issue resolution to ensure that all systems are running issue free
• engage in scheduled work to undertake system upgrades & deployments
• mentoring more junior members of the team

This role will require working on an on-call rota addressing issues out of hours.

What we want from you:

• Solid Unix experience including  UNIX, SOLARIS AIX, LINUX, Windows
• Unix scripting (e.g. perl and bash)
• Extensive trouble shooting experience
• Exposure to a coding languages such as Java & PHP
• Experience with databases such as SQL
• Understanding of Mysql and/or SQL querying 
• Exposure to PHP applications
• Exposure to frontend troubleshooting eg. JS and CSS
• Exposure to Jenkins, terraform, or Kubernetes
• Exposure to Git, Docker
• Understanding and practical experience of ITIL or Agile Service Management best practice frameworks
• Continuous improvement
• Data driven approach
• Excellent all-round communication skills
• Good customer service skills and a good understanding of customer focus and updates
• Good time manager and able to multi-task
• Excellent delivery focus and commitment
• Team player, able to learn/adapt quickly and take responsibility

If you know some of this, even better:

• Ecommerce platforms such as Hybris, Commerce Tools, Adobe Commerce, Salesforce, HCL commerce etc
• FTP/SCP familiarity
• Exposure to ITIL to include incident and problem management is beneficial
• Exposure to AWS/GCP/Cloud hosting

What we can offer you:

Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are.

We offer a great benefits package including hybrid working that works for everyone, social events, training opportunities, medical and dental insurance, life assurance, meal cards and much more.

Our personality and behaviours: We believe that we are what we do, not just what we say. Our shared values and behaviours show how to bring the VML Enterprise Solution's culture to life through the actions we all take every day:

• Connect Meaningfully
• Inspire Creatively
• Include Purposefully
• Approach Positively

Our brilliant, talented people are what makes VML Enterprise Solutions what we are. That’s why we look for people who go beyond and always push our thinking to be better than yesterday.

AT VML Enterprise Solutions

Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.

As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.

In our Lisbon or Porto office, you’ll join a team of other specialists who are always ready to help each other. The team is part of our Enterprise Solutions network and works in coordination with our Local and EMEA client leads.