Technical Analyst

We are looking for a Technical Analyst to Provide Tier Two technical expertise for the De La Rue Certify Application, to include fault resolution, troubleshooting and timely incident response in line with agreed customer SLAs, Lead customer on boarding process to ensure supply chain and manufacturers are able to access the system and the necessary data transfer is complete. Assist remote Tier Three Infrastructure support with basic configuration and troubleshooting along with local hands fault diagnosis and resolution. Working closely with local front-line analysts, the Customer Care Manager and centralised technical support teams, this role will always be pivotal in the timely delivery of technical and analytical support to the customer and end users ensuring SLA/OLA and contractual compliance. And be responsible for system monitoring and early issue identification, the technical analysts will be an escalation point for non-first-time-fix incidents, problems and service requests.

Key Responsibilities

• Act as a point of escalation for technical issues raised by the front-line analysts.

• This role will be customer facing, representing DLR with the Product Authentication customers on an occasional basis, therefore good interpersonal and language skills are required.

• The role will be part of a rotational shift pattern. The role will be expected to be part of the Major Incident Response Team when it is called upon requiring flexibility in regard to working hours when necessary.

• Respond within SLA to incidents and problems using the service management tool.

• Escalate issues accordingly to line manager, ensuring all impacted parties are kept informed of progress as appropriate.

• Provide Application technical expertise for the implementation of changes to the existing infrastructure in a controlled manner, working to best practice methodologies to fulfil new or upgrade requirements of the Application Systems.

• Contribute to Problem resolution through identification of recurring issues and liaising with Service Delivery managers and wider service management team where appropriate.

• Responsible for all aspects of application administration and maintenance.

• Proactively monitor the system using a SIEM tool set and other monitoring and logging tools.

• Provide ad-hoc training and guidance to colleagues within the wider customer care team where appropriate.

• Clearly define defects identified within the production environment, with the ability to express these to 3rd line support (internal or external) to expedite issue resolution.

• Liaise with internal and external suppliers on the resolution of issues.

• Provide local eyes troubleshooting during Infrastructure fault diagnosis, liaising with remote third line or third party (vendor) support when required.

• Responsible for the documentation and deployment of system and application change requests in accordance with formalised change management procedures.

• Contribute to testing and support of proposed application changes throughout the change lifecycle.

• Responsible keeping existing documentation relevant and up to date and for producing formal documentation to accompany a piece of work.

• The above list is not exhaustive. You will be required to undertake other duties within your capabilities, consistent with this role, to support the needs of the business.

Contract type: Permanent.

Working hours: Full Time

Base location: Dubai

Skills, Qualifications & Experience

• Educated to Degree level or equivalent technical standard.
• ITIL Foundation and / or experience of working in an ITIL environment desirable.
• A good analytical approach to problem solving.
• Understanding of working in secure environments
• Have proven analytical and investigating skills in troubleshoot software, as well as possessing high attention to detail.
• Experience in identifying underlying issues and trends in technical systems through appropriate interaction with end users.
• Knowledge and skills in using the supported packaged applications, especially SQL scripts, stored procedures & XML messaging systems.
• Knowledge of supporting Windows and Linux OS
• Experience in ITIL, Incident, Problem and Change Management
• Have experience in 2nd line IT Application support and have ability to analyse a given problem, diagnose it, fix it and find its root cause.
• Experience in supporting high availability environments, preferably in a Business to Business environment.
• Effectively determine impact and urgency for prioritising incidents
• Knowledge of SSL Certificates, network switching & tracing and virtual server platforms is desirable.
• Basic IT administration (MS Exchange)
• Flexibility in regard to working daytime shifts is essential.
• Language skills in Arabic and English is preferred.

About De La Rue

De La Rue’s purpose is securing trust between people, businesses, and governments.

We operate across six continents to provide highly secure physical and digital solutions to 140 countries. As an authentication and currency provider we are the trusted partner of choice for governments, central banks and businesses seeking to secure their global supply chains and cash cycles.

Specialising in product design, international manufacturing, and digital solutions, we are trusted by governments, central banks and brands to provide secure products and services that protect economies, revenue sources and reputations. Our solutions enable businesses and people to participate securely in the global economy whilst protecting people from the impact of counterfeiting and illicit trade.

Benefits

• Hybrid working opportunities.
• Generous leave entitlement
• Life assurance - 4x your annual salary
• Health insurance
• Various other perks and Employee Assistance packages
• Enhanced family friendly policies

Please note that applications are reviewed on a rolling basis and therefore interviews may be held prior to the closing date for this vacancy.