Solidsoft Reply is looking for a 3rd Line Application Support Analyst to manage escalated issues and resolve complex problems with critical custom healthcare systems built on Microsoft Azure technologies. In this role, you will proactively oversee customer systems, recommending improvements for security, reliability, scalability, and cost efficiency.
What You'll Do
- Provide expert 3rd line support for Solidsoft Reply Healthcare Managed Service customers as part of the Support & Operations team.
- Take full ownership of assigned incidents, managing them through to permanent resolution while maintaining professional customer communication.
- Field and resolve technical customer issues via phone, chat, email, and remote web sessions.
- Ensure the stability, performance, and efficiency of complex systems, including those without a GUI, using automated monitoring and alerting.
- Provide out-of-hours support on a rota basis, including shift work as required.
- Query databases and logging tools like Azure Application Insights and Cosmos DB to identify, investigate, and resolve system issues.
- Collaborate with customers, internal teams, and development, QA, and product teams to implement improvements and bring cases to resolution.
- Create technical documentation, leverage AI-driven tools to enhance operational efficiency, and strictly adhere to Change, Incident, and Problem Management procedures.
What We're Looking For
- A minimum 2:1 BSc degree in Computer Science or IT (essential), or a merit in a relevant Master’s degree.
- Strong knowledge and hands-on experience with Microsoft Azure, ideally supported by MS certifications.
- Skilled in querying data sources such as Azure Application Insights, Cosmos DB, and SQL Server.
- Proven experience working within a Support & Operations function supporting custom applications.
- Good working knowledge of service management processes (Incident, Problem, and Change Management) and monitoring tools like Application Insights and SolarWinds.
- Experience with Azure DevOps (ADO), PowerShell scripting, and Infrastructure as Code tools like Terraform, Packer ARM, and CF.
- Excellent customer service, communication, organizational, and problem-solving skills; able to work effectively in a team and deliver high-quality work.
- Self-motivated, proactive in keeping skills up to date, and able to converse with clients to clearly define issues and requirements.
Nice to Have
- Ability to speak French is an advantage.
Technical Stack
- Microsoft Azure
- Azure Application Insights
- Cosmos DB
- SQL Server
- PowerShell
- Azure DevOps (ADO)
- Terraform
- Packer ARM
- CF
Team & Environment
You will join the Support & Operations team, working collaboratively to ensure the performance and reliability of critical healthcare systems.
Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.
