The Manufacturing Systems Team work closely with Group Manufacturing, Group Engineering, Group IT and Site Project Teams to deliver and support the manufacturing vision set out in the Princes Manufacturing Systems Strategy through delivery and support of appropriate manufacturing systems, equipment and technology.
The role of the Manufacturing System 3rd Line Support Analyst is to provide 3rd line support for the Princes Manufacturing System Solutions across all of the Princes Food and Drinks manufacturing sites.
The primary function of this role will involve receiving, investigating, documenting, and resolving manufacturing systems issues in line with agreed Service Level Agreements. Liaising with other team members, IT Service Desk, 3rd party suppliers and the customer to analyse incidents, conduct Root Cause Analysis, resolve issues and identify areas for improvement.
Dimensions
- Providing 3rd Line support for manufacturing systems across 15 sites operating across various shift patterns 24/7
- Liaising with Princes Internal IT and 3rd Party organisations responsible for providing support, maintenance and development
- Forms a team of 3 Manufacturing Systems 3rd Line Support Analysts
- Provides 24/7 OOH support on a rota basis
- Provides in hours support between the hours of 7:45 and 18:00 on a rota basis
- The role may require travel and periods away from home.
Key Responsibilities
- Provide 3rd line support to the business users of the Princes manufacturing systems, via tickets received through the Group IT Service Desk. These will include Service Requests, Incident and Application Change requests. These will be managed according to the agreed service levels.
- Scope, cost and assess impact/risk on Change Requests for presentation to the Group IT Change Board for effective prioritisation/investment decisions and approval.
- Ensure that changes are implemented following appropriate change management processes and Stakeholders are kept informed.
- Ensure that solutions and fixes are carried out in line with the agreed standards and that application records are completed accordingly
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Escalate and managing unresolved issues to the Solution Developers/ Solution Architects or Systems Integration support partners
- Ensure that incidents, service requests and escalations are accurately documented, managed and brought to timely closure while keeping the customer informed throughout the process.
- Ensure that issue resolutions are documented and communicated to the wider the Princes Service Desk team.
- Follow up with customers and ensure full resolution of issues
- Participate in an on-call out of hours schedule, This role involves 24/7 support services and there will be occasional need of overtime/evenings/weekends
- Analyse data and draft reports that include metrics/KPIs and SLAs
- Identify and suggest potential improvements on procedures and processes
- Communicate feedback or suggestions from customers to the appropriate internal team
- Work with Solutions Developers and Solution Architects to ensure quality documentation and knowledge transfer from the project teams to Manufacturing Systems 3rd Line Support Analysts and Group IT Service Desk.
- To work on projects delivering Manufacturing System Solutions, maintenance, and monitoring in addition to BAU support.
