Application Support Analyst - GammaLabs
We understand that the best business partnerships are genuine, and trust comes easily when you have the right partner beside you. That’s why we place relationships at the heart of everything we do.
A different breed of communications provider. Loyal. Supportive. Reliable. By your side. Together, we can accomplish extraordinary things - we can be #GoodTogether.
A bit about us
Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.
Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.
Our team work fast, with a start-up type of mindset but working within a leading European business.
Who are we looking for?
Gamma is the fastest growing Telecommunications Company in Europe. As part of our rapid growth, we have identified a need for an Application Support Analyst.
What will you be doing day-to-day?
- Core rota responsibilities - Alarms/ Tickets/ Escalation/ Mobile/ Service Request / OOH Oncall 7x24
- Product responsibilities
- Architectural overview and knowledge of the OSS Systems not limited to:
- Middleware components
- Database structure
- Provisioning Flow
- Log locations
- Expected behaviour
- Common Workarounds and Scenarios
- Development teams
- Interactions with other products
- Maintenance of documentation pertinent to the team
- Lead on team queries from junior members
- Portal release/ upcoming change review on supported architecture
- Maintain a close relationship with counterparts in other teams (Developers/ DBAs/ Value-Streams/ Sys-Admins / Core Networking / Service Desks etc).
- Lead on projects involving product area
- Arrange training with the team as required for new systems and lead training/ onboarding of new technologies
- Ensure all Known Errors for given product area are reviewed frequently and fed back to the relevant owners
- Ensure all product related tickets have Known Errors, full RCA and being picked up in a timely manner.
What you’ll need
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Experience: |
Telecoms experience Customer services Gamma product knowledge – voice, data, porting/number management
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Experience of working with escalations Experience working within a team of customer service experts
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Skills/Knowledge: |
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API clients, i.e Postman / SOAP |
Special Requirements:
- OOH On call rota 7x24
- Some (limited) travel to other Gamma office’s locations maybe expected under extreme circumstances, but this is not expected to be the norm.
What do we offer?
- 25 days PTO + bank holidays
- Your birthday off
- Private Medical Insurance
- Electric Vehicle (EV) scheme
- Pension plan
- Enhanced maternity and paternity leave
- Share-save scheme
A few things to note
- This role will require travel to one of our office locations (Glasgow) hybrid.
- We do not need agency support; we do all our recruitment in house.
- Unfortunately, we can't offer visa sponsorship or relocation support for this role.
If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for! Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves.
We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply. We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility so that you to create a work-life balance and enjoy working here at Gamma.
Please note we only use recruitment agencies registered on our preferred suppliers list and as such, any speculative CVs received will not be considered. Agencies cannot work on this role unless released by Gamma's recruitment team.
Other details
- Pay Type Salary
- Glasgow, UK