.Company DescriptionWe help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.Job DescriptionWe place a premium on meeting our customers' high expectations of our products. Through contracted support services our support team plays a key role in post implementation processes, as well as in the longer-term customer experience.This position is supporting a wide variety of bespoke applications and technologies based on a variety of platforms. This role delivers third line support, including technical investigations, code fixes, and work around solutions which would require knowledge and interest in the analysing, debugging and fixing of code of a specific product.Main responsibilities:Have a detailed understanding (including the rationale and benefits) of & be proficient in executing and adhering to department processes.Working within a team environment, persons fulfilling this role will be responsible for investigating and resolving application and system issues across multiple products.Provides technical support and assistance to clients or business support.Have good overview knowledge of business processes and associated products which Sequel sells to help clients deliver their business processes.Addresses and responds to enquiries on organizational products and services, including installation, operational functions, troubleshooting, and maintenance.Assist in developing junior colleagues on technologies and products.Resolve IT Incidents and Events, observing operational priority, impact and SLAs, in a timely manner, escalating where appropriate.Work on different systems, and issues, beyond own expertise; whilst maintaining quality of service.Focus on root cause analysis and resolution for re-occurring Incidents and Events and make long term recommendations and fixes.Complete IT Requests in an effective manner, by understanding the true business requirement, outcome and suitable technical solutions.Recommend opportunities to head of technical support to improve the overall IT strategy and value of IT to the support process.Leading a team (not line management) in investigating and resolving complex application and system issues across multiple products.Take part in implementation and change control activities.Deliver timely and appropriate communication to stakeholders and internal customers, providing acknowledgement and effective updates.Participate in Service transition, ensuring readiness for projects moving to BAU.Ensure that any risks are raised with senior management or via standard process.Ensure that client's data is secure and properly managed.Any other duties commensurate to the grade of the role