Hours:35 hours over 5 days / Monday – Friday
About CDER Group
Here at CDER Group we support and help clients recover money that is owed to them compassionately and compliantly.
We understand that everyone is different and with our unique approach to fairness we ensure that clients, customers, and employees are treated fairly, supporting our customers to repay any outstanding money owed.
As the largest technical debt collections and enforcement company in the UK, we are proud to work on behalf of clients such as Highways England, Transport for London, HMCTS, HMRC and DVLA.
Introduction
This role supports the business and a subsidiary part of the CDER Group whilst also supporting the wider ITAS team. This role reports into the Edge Support Manager and provides technical 1 st line maintenance of the Edge collection platform responding to alerts and system performance issues. This role does not cover user ITAS requests (such as incidents, problems, change requests and user support) which is covered by our ITAS team, or general IT support (such as hardware requests and maintenance) which is covered separately by our IT department.
Edge is our in-house collection platform which handles all aspects of the debt case workflow.
The Systems Monitoring Analyst will proactively monitor Edge performance responding quickly and effectively to Edge system alerts, maintain ongoing daily system health checks and carry out ongoing daily tasks such as auto integration batch uploads, UK Search contact detail imports and outbound letter validation. These will be reported and logged through our ticketing system, Jira, and the candidate will work alongside local and remote technical staff to ensure that every alert receives a timely and quality service.
What’s in it for you?
- Gym membership contribution: we will give you up to £20 per month towards your gym membership
- Company pension
- 24/7 employee assistance programme
- Company sick pay
- Referral programme
- Discounts and savings available on our bespoke staff rewards platform
- Free onsite parking (excluding City of London)
- Cycle to work scheme25 days holiday, rising to 28
- Regular subsidised social events
- Voluntary service opportunities to a charity of your choice – up to two days per year
- Long service awards
- Enhanced family leave
- Working hours that are flexible
- Extra holiday days available to buy, up to five days per year
- As if that wasn’t enough, we even provide you with unlimited refreshments, regular mouth-watering treats and healthy snacks each week
Responsibilities
1 st Line Technical Maintenance, System Performance and Monitoring
- The Edge platform has its own Validators which check regularly for data integrity issues, broken schedulers and other issues which can affect the flow of cases running through the system. These alert when something has been found. The support role requires you to react to the relevant validator alert, investigate and analyse the issue and resolve it as well as determining long term solutions to fix the problem at source with a goal of reducing the number of system validators in play.
- Other system alerts are raised for system issues such as broken workflows or crashed events. The support role requires you to deal with the alerts as they happen and resolve the issues as well as determining long term solutions to fix the problem at source.
- Edge has a large number of System Schedulers which handle a large number of processes such as launching events, processing case workflows, processing payments, producing and transferring files via Integrations with 3rd parties, producing reports and much more. The team monitors these schedulers daily and responds to issues where the scheduler may have failed or been delayed by some other process.
- Fix, remove or minimise issues by optimising the way in which the business uses Edge.
- Learn from incidents and take action to prevent them from happening again.
- Identify, document and mitigate risks.
- Ensure the correct and timely functioning of all Edge processes.
- Create and monitor system dashboards ensuring business processes are working as expected, identifying bottlenecks, inefficiencies or capacity issues.
Other Duties
- The team may be required from time to time to report on system alerts that have occurred. This may be required outside of business hours in the event of critical system incidents.
- You will be required to support and facilitate auditing and reporting of issues raised and work carried out.
Personal qualities, experience and skills
- Good level of education including GCSEs in Maths and English at grade C or above
- College or University education in IT, Software Development or similar.
- Customer service skills demonstrating empathy and patience.
- Analytical skills.
- Organisational skills.
- Good SQL writing skills for data retrieval and report creation.
- At least 1 year’s previous experience providing 1 st or 2 nd line support.
- Experience of configuring and implementing new processes.
- Reliable
- Inquisitive/Enquiring mindset
- Ability to look at broader implications or opportunities.
- Flexibility to work outside hours where required to meet deadlines.
Ready to Join Us?
Apply now and start your journey with CDER Group, where you can make a real difference while growing your career.
CDER Group are proud to be an Equal Opportunities Employer. We celebrate diversity and equal opportunities and are committed to creating an inclusive environment for all employees that represents a variety of backgrounds, perspectives and skills.
If you require any assistance or accommodation due to a disability, please contact the HR department.
Please contact us if you need help or more information.
