Reports to Power Platform & Cloud Solutions Manager
At the Aztec Group, we credit our technology as one of the core ingredients to our award-winning solutions. Aztec has the ambition to be a market-leading alternative fund administrator that provides compelling client experiences, products, services.
We are seeking a driven and enthusiastic person to help Aztec Group maintain and complete continuous improvement of our Automation, Process Workflow and App Solutions built in SharePoint, Power Platform and Camunda.
The role is responsible for overseeing the third line support tickets of a range of cloud solutions. They have a key role to play in developing and enhance the business bespoke cloud solutions ensuring that we continue to offer solutions that meet needs and to a high quality. They are required to work with other IT teams and stakeholders to ensure quick and efficient technical solutions for the business while implementing efficiencies for the team. They will be responsible for line management of support analysts for 2nd and 3rd line support.
This role plays a pivotal part of supplying high quality bespoke cloud solutions utilised by the whole business thus helping to meet the group strategy, driving innovation and maximizing efficiency.
Key responsibilities:
* Line Management of Support Analysts within Automation and Solution team.
* Coach and mentor Automation and Solutions Support Team Members.
* Monitor support incidents and work with support staff to provide effective prioritisation and resolution.
* Own and manage day to day issues and see through to completion. Escalate in a timely manner to senior members of the team where required.
* Provide technical guidance and support to the team to enhance the capabilities of first line and second line support.
* Plan and manage improvement projects to deliver agreed time, cost and quality targets.
* Management and implementation of system deployments and upgrade using Aztec change control processes and in compliance of Aztec Security framework and standards.
* Monitor, document and maintain effective system configurations.
* Design, implement and maintain standardised processes, procedures and controls to reduce variation.
* Work within Aztec’s governance policies and best practices, including data protection, security, backup, restore, disaster recovery, monitoring, auditing, licensing and capacity planning.
* Conduct root cause analysis to determine the source of issues and implement corrective actions.
* Collaborate with stakeholders to identify opportunities for improvement and implement best practices.
* Serve as a pivotal escalation point to for the business to troubleshoot and remediate third-line support queries to drive issue resolution and optimise solution efficiency.
* Build and leverage trusted relationships with technology owners, key stakeholders, and external strategic partners to drive efficient and accurate resolutions.
Required skills and expertise:
* Minimum of 3+ years of support management experience.
* Minimum of 5+ years of experience of second and third-line support.
* Minimum of 3+ years hands-on experience with M365 technologies, including PowerApps development and SharePoint Online.
* Experience in design, developing and documenting continuous improvement initiatives using Microsoft Power Platform to include Canvas Power Apps or/and Model-driven Power Apps
* Experience with Power Automate/Logic Apps Import and Integrate data using Power Automate & Logic Apps.
* Experience with databases such as Microsoft SQL Server, Dataverse, SharePoint lists and other necessary data structures.
* Strong analytical, problem-solving, and troubleshooting skills.
* Experience with Web Services (REST, SOAP, Power App Connectors Azure Functions etc) design and implementation.
* Experience in IT systems, services and security controls within a Microsoft ecosystem.
* Strong customer service skills to ensure a positive end-user experience.
* Good organizational, time management, and project management skills.
Desirable skills and expertise:
* Preferably 1 year of line management experience.
* Preferably experienced in SharePoint Administration and Camunda.
* Experience working with Service Integrators or 3rd party development teams.
* Microsoft Certified in Power Platform.
Aztec will provide the training, both in-house for relevant technical knowledge and also professional qualifications to enhance your professional development. You will need to be quick to learn new systems and great with people, as close working relationships between our colleagues and clients is at the heart of what we do.
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