The Company

At MATCHESFASHION we are on a mission to offer the most personal luxury shopping experience in the world. We
are renowned and respected for the relationships we build with clients and our brand partnerships. To achieve our
ambition, we capitalise on our unique combination of technical savviness and global innovation mixed with curated
content. We like to think of it as logic meeting magic. When we come together, great things happen.

The Team

The MATCHESFASHION IT Operations team strives to be “the best IT Department our colleagues have and will ever
work with”. We aim to provide the best-in-class service to our customers through our Technology, process and most
importantly our people.

Requirements

• Deliver on agreed incident SLA's and ensure all the support issues are fully understood, managed and resolved.
• Proactively target root cause to minimise the volume of issues and improve the customer experience of applications.
• Work closely with internal teams and 3rd... party suppliers to improve system performance, reliability and usability.
• Be SME on important and strategic projects and systems using this to enhance support of BAU processes.
• Help identify opportunities to drive value and improve the performance of the existing and future application base.
• Work collaboratively in the team and across the wider tech teams.
• Conducting an internal investigation of incidents and if necessary, escalating on to teams
• Being involved in the monitoring and maturing of a broad range of production services
• Performing daily checks on processes and jobs
• Providing any assistance to development and testing programmes
• Providing detailed updates of all major incidents to incident and problem review
• Provide first class, multi-channel support for all customer incidents and service requests, maintaining a high level of First Contact Resolution for all Incidents and
• Service Requests. Identifying the underlying cause and managing the implementing of a permanent solution, escalating where necessary.
• Managing customer expectations through clear communications.
• Ensure effective triaging is completed in the first instance for all contacts received.
• Understand and proactively operate the escalations procedures
• Ensure compliance with quality management, procedures and security policies and proactively contribute to Continual Service Improvement through identification of process improvements and problem prevention.
• Working closely with Application Support team lead to maintain excellent service
• Support the achievement of customer satisfaction ratings and the reduction of call escalations, by regularly updating customers on call progress
• Share knowledge across the teams, and proactively contributing to continuous service improvement through identification of process improvements and problem prevention
• Ensure that all activities are performed at a consistently high standard with minimal risk to MATCHESFASHION

Essential key skills;

• Experience of working within an application support team (experience in the Retail sector would be beneficial)
• Experienced in working within agreed SLAs in an ITIL environment using an ITSM tool
• Sound problem-solving techniques to triage understand and resolve incidents
• Takes ownership of issues, use their initiative, and embrace continual improvement of processes and technology
• Experience supporting Microsoft Dynamics NAV would be beneficial

Benefits

• 50% employee discount
• Hybrid working, with option to work across three locations – The Shard, Here East and Carlos Place (role dependent)
• Breakfast provided at The Shard and Here East locations
• 33 days holiday (including bank holidays), and the option to buy up to 5 additional days
• Extra day off for your birthday
• Access to Health Cash Plan including dental, glasses and contact lenses, physiotherapy and more
London UK

Salary Criteria