IT Support Analyst IV managing technology interruptions and support for North American Contact Center. Collaborating with technology partners and providing clear communication on issues and resolutions.
About the role
- IT Support Analyst providing cloud-native AWS support across booking systems at CAVU. Engaging with multiple teams ensuring reliable system functionality and issue resolution.
Responsibilities
- Act as the first line of functional and platform-specific support for multiple booking engine systems within a cloud-native AWS environment
- Monitor and triage platform issues, ensuring timely investigation, resolution, and root cause analysis
- Work collaboratively with Engineering, QE teams as well all essential stakeholders within CAVU to escalate and track issues through to resolution
- Maintain and update technical documentation, support knowledge base, and runbooks
- Participate in incident reviews and contribute to post-mortem processes and continuous improvement plans
- Identify trends and propose automation opportunities or enhancements to reduce support overhead and improve platform reliability
- Provide regular status updates and performance metrics to internal stakeholders.
Requirements
- 1 - 3 years experience in the traditional Windows stack
- Strong analytical and troubleshooting skills within complex, distributed platforms
- Solid understanding of cloud-based platforms, especially AWS services (e.g., EC2, S3, Lambda, RDS, CloudWatch) - you don't need to have practical experience with AWS, only an understanding
- Experience with monitoring and logging tools (e.g., Datadog, Splunk)
- Familiarity with API protocols (JSON), request/response patterns, and API testing tools (e.g., Postman)
- Comfortable working with version control tools (e.g., Git) and ticketing systems (e.g. ServiceNow, Jira)
- Excellent communication skills and ability to translate technical information for non-technical stakeholders.
Benefits
- 25 days holiday, increasing with service (up to 28)
- Option to buy up to 10 extra days + 4 flexible bank holidays
- 10% company pension
- Annual bonus scheme
- On-site gym
- MediCash scheme
- A range of flexible benefits and discounts, including up to 50% off CAVU products such as Escape Lounges and Airport Parking
- Rail and retail discounts
- 2 paid volunteering days per year
- Access to health & wellbeing events, ID&E activities, and learning opportunities
- Formal and informal development options, including mentoring programmes and learning grants
- Enhanced parental leave (T&Cs apply)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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