Application Support Analyst - GammaLabs

Glasgow, Royaume-Uni Dem. n° 393

jeudi 23 janvier 2025

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

Experience:

Telecoms experience

Customer services

Gamma product knowledge – voice, data, porting/number management

Experience of working with escalations

Experience working within a team of customer service experts

Skills/Knowledge:

MS Office skills
Customer service skills
Communication – both verbal and written
Team Leadership and people support
Microsoft T-SQL

Windows
Linux (Redhat / Ubantu)

ADSL/FTTC/FTTP/Ethernet & VOIP Products
Nagios
Nagios, Zenoss
Databases
Kabana, Elasticsearch
Network, Telecoms
VMware
Git
Network principles
Service Assurance
Windows Services

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.

Si vous pensez être bien adapté à Gamma mais que vous ne répondez pas à tous les critères, nous vous encourageons tout de même à postuler car vous pourriez être la personne que nous recherchons ! Gamma est un employeur garantissant l'égalité des chances. Nous sommes attentifs à l'inclusion et croyons en la constitution d'équipes diversifiées où chacun peut être authentiquement lui-même.

Nous valorisons chaque personne et leurs divers antécédents et encourageons activement les personnes issues de milieux sous-représentés à postuler. Nous ne faisons aucune discrimination fondée sur les caractéristiques protégées, par exemple, la race, la couleur, la religion, le sexe, l'identité ou l'expression de genre, l'orientation sexuelle, l'origine nationale, la génétique, l'état matrimonial, le handicap ou l'âge. Nous sommes un employeur adapté à la famille avec une culture basée sur la confiance, l'autonomie et la flexibilité, ce qui vous permet de créer un équilibre entre vie professionnelle et vie privée et de prendre plaisir à travailler chez Gamma.

Veuillez noter que nous n'utilisons que des agences de recrutement inscrites sur notre liste de fournisseurs préférés et, à ce titre, tout CV spéculatif reçu ne sera pas pris en compte. Les agences ne peuvent travailler sur ce rôle à moins d'être libérées par l'équipe de recrutement de Gamma.

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Glasgow, Royaume-Uni