Support Analyst, Digital Platform Delivery
LLA
Panama
hace 6 días

What's The Role?

Reporting to the Digital Platform Operations Lead and ensuring that and support incidents from any Digital Platforms (including legacy issues) are tracked and resolved by the appropriate teams operating effectively across the LLA.

This role is at the heart of our Digital Support process. The Support Analyst will use their digital, technical and organizational experience to troubleshoot issues and get the right support from different partners as necessary.

Support analysts are focused on making sure that support issues are solved and stay solved.

What You ll Do

  • Resolve issues that are assigned, suing best practice, support from L2 and L3 partners and other sources.
  • Drive operational and platform improvement based on incident resolution and the need to improve supportability and reliability of the platform.
  • Implement and trigger common support activities.
  • Manage scheduled activities as required.
  • Provide support to business users as necessary reach out to tech experts to get additional information.
  • Continue to document and build understanding of the platforms.
  • Coordinates with other support organizations to manage escalated issues.
  • Manage issues and requests coming from external and internal customers.
  • Mobilizes appropriate stakeholders and resources to get issues resolved.
  • Will work across multiple Squads or across multiple lines of business.
  • Knowledge And Experience

  • Graduate level (Bachelors or higher) degree in Information Technology or related field. Significant technical centric job experience (3+ years) can count in place of technical degree.
  • Experience working with Support Management Tools and Ticketing Platforms.
  • Understanding of Digital Technologies and common problem areas.
  • Knowledge of Technical Support and Incident Management tools (Jira, SCCD and others).
  • Grasp of methodologies, frameworks and tools to manage supports and incidents in an Agile working environment.
  • Knowledge of Incident and Technical Support Lifecycle and incident Management.
  • Who We Are

    We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica.

    We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.

    Why join us

    Technology excites us enables us and drives us. We re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers lives with technology so that they can connect, work, live and play without missing beat.

    Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

    Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy / childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and / or local laws.

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