Analyst(Data/ Business/ Application)

3rd Line Technical Analyst-Bristol, UK

Key Responsibilities:

  • Diagnose and resolve level 3 incidents and aim to meet response and resolution within predetermined SLA’s
  • Manage, update and close tickets in the 3rd line call queue.
  • Actively chase suppliers or resolution groups for resolution to incidents or problems.
  • Maintain and monitor system and infrastructure performance across the stack.
  • Support the Service Desk team during busy periods to ensure call answering KPI’s are maintained.
  • Provide infrastructure forecasting reports to pre-empt performance / capacity bottlenecks.
  • Act as a technical Quality Assurance gate for design and project operational onboarding.
  • Proactively identify areas for improvement in conjunction with the Service Delivery Manager.
  • Develop operational run books and knowledge base information
  • Work as part of a team to implement/design new solutions.
  • Working with 3rd line resources across ITEC to resolve or escalate problems.
  • Act as an incident escalation point within in an ITIL Service Desk environment.
  • Develop & document standards for automation, standardization & optimization in all service as part of best practice to optimize workflows and cost efficiency.
  • Identify new technologies with the Technical Design Authority that could contribute to the client’s technology roadmap.
  • Ensure infrastructure is secure and meets security guidelines.
  • Mentor team members on best practice.
  • Develop and maintain run books. Ensure configuration documents are up to date.
  • Ensure service processes for change, configuration and problem management are adhered to at all times

Key working relationships include: 

  • Service Delivery Manager
  • Operations Manager
  • ITEC 3rd Line Engineers
  • ITEC 2nd Line Engineers
  • Client IT Team Members


The primary focus of the 3rd Line Support Engineer is to be a key contributor in the ongoing support & maintenance to critical infrastructure platforms that underpin the client’s applications & services. The 3rd Line Support Engineer will be expected to be a subject matter expert on diverse infrastructure technologies and will provide key technical escalation point for problems and escalated support incidents to ensure timely resolution of issues that minimize service disruption to the client.   

The 3rd Line Support Engineer will work in conjunction with other 3rd line Support Engineers as part of a wider Service Desk team and will be expected to mentor 2nd Line team members to help expand their skills and ensure the Service Desk and its overall capability grows to evolve a view to constantly positive client feedback loops and positive service delivery KPI’s. The 3rd line engineers are actively encouraged to look for ways to drive down the risk of reactive incidents from occurring and also upskill their colleagues. This will allow them to channel time into project work that helps drive transformation projects over the contract.

The role expects a proactive ‘team player’ mentality and professionalism at all times. The role will play a key part in ensuring that we anticipate issues before they arise and resolve issues where we are forced to be reactive.

The 3rd Line Support Engineer will also be expected to:

  • Provide level 3 support for key incidents and issues
  • Provide problem management and technical analysis
  • Maintain existing infrastructure systems
  • Perform troubleshooting & root cause analysis documentation
  • Proactively look to develop existing solutions to improve resiliency, availability and performance.
  • Ensure that systems are patched and maintained in accordance with the clients & ITEC’s expectations.
  • Work with the SDM to ensure that any risks to availability or performance are identified.
  • During exceptional busy period it may be necessary to support the Service Desk 2nd line team to ensure the call answering KPI’s are maintained.