Senior Application Support Analyst

Job Description

Job Summary

As Senior Application Support Analyst of Application Support team, you will support business users across CC offices to get better end user experience. This role will be the expert within the DevOps team for the services and tools we utilize. You will help to maintain the service level agreements and be always available for monitoring operations tasks.

You will work hand-in-hand with development teams to resolve issues. You will do continual analysis of the end-to-end services provided by us; identifying and implementing tool, automation and process improvements to increase application resiliency with the goal of avoiding or minimizing outages and impacts. You should be able to lead and execute specific activities related to application maintenance and support while working with several vendors.Your team working skills will be required to amplify the performance in this role. Good communication skills are mandatory.

The person must have the commitment to complete DevOps activities with good analyzing and innovative skills. The zeal to continuously learn new technologies, models, techniques and processes will help the incumbent to stand out from the crowd.

How you will influence:Solve complex/medium complexity business problems using technical knowledge in the DevOps environmentWork and support Change & Release Management to enhance applications in enterprise systemsImplement processes to maintain applications systems in production environment with controlled evaluation of any downtime

Help to manage timely resolution or escalation of incidents within the environment. Understand the global and local impact across teams to manage application interdependenciesMust be able to communicate the impact and solutions of application/system problems in business language What you will be doing:Provide and coordinate required maintenance and optimization solutions ensuring business application integrityComplete DevOps activities on time and within Standard Level AgreementsHelp and maintain the supported applications health in different environments

Help to progress change management by deploying the latest application versions in all supported environmentsKeep the lights on by liaising with onshore stakeholders and application vendors in different parts of the worldThird Level troubleshooting support for internal and external web applicationsWork closely with other IT teams such as Vendor, Development, Network, Security, Desktop, Exchange and Systems to investigate for the root cause analysis What we need:Substantial technology experience of more than 3 years in owning support of complex applications in Web, Windows or Cloud environmentShould be comfortable in various SQL Server versions with at least 2005 and above

Knowledge of Microsoft Windows Server 2008 & Windows Server 2012 server platformsSound knowledge on Web Servers: IIS 6/7 and Windows ServicesAwareness about IT infra such as VMs, AD, DNS proxy, Security skills Firewalls

Basic knowledge of SharePoint platform and O365Basic knowledge of Active Directory, Azure AD, Exchange Online and office productsHandson experience in writing basic Power shell scripts for various tasksTroubleshoot the issues related to Windows and Web Applications , SQL Server 2008/2010 and Services hosted in IIS/WCFKnowledge about .Net technologies C# 4.0 or higher, MVC, WCF and associated technologiesFlexible to work in 247 shift model/night shifts for longer period (if required)Must be able to handle pressure situations, especially during P1/2 cases, with high confidencePossess good command over both written and verbal communication skillsGood knowledge of vendor and service managementL3 troubleshooting support for internal and external web applicationsMaintain & build standard and documentation for all environments.

Ensuring that the requirement for change to applications is fully understood and that the planned work is completedProvision of adequate cover as defined in the SLAs over the required support hours (this may vary according to the application)Working on critical cases including application downtime (Priority 1 &2) situationsLogical thinking and excellent verbal and written communicationExhibit positive attitude and superb teamwork attributes

Education and Experience

Requires Bachelors in Engineering Degree or equivalent, and strong relevant professional experienceITIL Foundation

Keyskills :
mainframereportingadjudicationalgorithmsandroidroot cause analysissql serverroot causeservice levelwindows serveractive directorynetwork securityweb applicationschange managementrelease managementapplication supportcommunication skillsver