L2 Support Engineer

Why we're hiring:

The vision of the WPP Open Platform is to create a common development and architecture framework, with supporting infrastructure, for the development of digital products across WPP. The platform will provide the single point for access to world class technology and data for our agencies; allowing them to build and scale products and applications, then share them across the business, improving visibility and collaboration. With Open, we expect to address our client needs faster and reduce the time to market for new capability.

You will ensure we provide world-class support services to our customers across our platform. You will be part of a global team of Application support specialists. This is a high visibility role that involves being the point of coordination and escalation for all support activities in the region. You will be expected to be hands-on, and ensure that we do what it takes to provide a quality service experience to our customers. You will proactively ensure the stability and resiliency of the platform by implementing industry standards for Support and ensure they are aligned with WPP Enterprise Technology Policies.

What you'll be doing:

• Providing first and second-line technical and application support to clients
• Exhibiting a composed and confident demeanour when working with clients experiencing issues
• Investigating the causes of non-conforming software and train users to implement solutions
• Monitoring debugging process results
• Performing thorough regression testing when bugs are resolved
• Performing Level 1 and Level 2 support tasks, including executing user password resets as required and processing access requests for approved applications
• Maintaining detailed notes related to each support ticket, documenting error messages, troubleshooting steps, and other pertinent information for resolution purposes
• Following established runbook procedures to resolve user issues
• Utilizing established decision trees to escalate user issues to the appropriate team
• Ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs)
• Collaborating with various internal teams to resolve issues promptly
• Identify opportunities to enhance the process and/or customer experience
• Contributing to maintaining a knowledge base of information to expedite resolution of future issues
• Assisting the client service team with generating client reports through the ticketing system
• Maintaining and update the support ticket tracking system
• Maintaining user instructions to ensure accuracy and relevancy
• Managing personnel matters, including defining roles, recruiting, and working with operational leads to effectively onboard new team members

What you'll need:

• Demonstrated experience working effectively with global teams
• Relevant technical and business understanding and experience
• Strong communication skills, both verbal and written, are essential for effectively communicating with users and other technical support teams
• Minimum of three years' experience providing technical support for enterprise-level applications and technologies
• Proven ability to manage teams within an application support domain
• Experience configuring and managing customer issue management tools such as JIRA, Zendesk, and ServiceNow
• Experience working with reporting tools to measure performance and identify areas for improvement.
• Proficient in managing an SLA-driven service for multiple clients
• Some experience with coding and software development life cycle (SDLC)
• Some experience of SQL and scripting (Python).
• API calls strong understanding and experience(Postman).
• GCP Foundation
• Terraform strong understanding
• Kubernetes/GKE/Minikube understanding
• ArgoCD
• Datadog
• Statuspage
• Pagerduty
• Excellent written and spoken communication skills, including the ability to create structured documentation and reports
• Sound understanding of ITIL best practices for managing and delivering IT services
• Experience with performance and/or security testing
• Hands-on experience with both white box and black box testing
• Experience of building/implementing support processes 
• Understanding of Advertising APIs
• ITIL Qualified
• Background in Adtech or Advertising businesses

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We promote a culture of people that do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

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