Application Support Analyst

Job Description

Banking Production Management is seeking a resource based in Banglore, who will support the Client Service & Intelligence suite of applications. This portfolio manages all phases of Banking product and account implementations as well as providing client service and case management functionality. The selected individual will be responsible for operating in a best in class organization, focusing on stability, incident resolution, continuous improvement and technology fundamentals (accountability, risk, standards, financial, etc.). The candidate will develop a level of expertise on the assigned portfolio, resolve incidents in a timely manner, and collaborate on an ongoing basis with other production support analysts and developers. The candidate must be able to partner and influence across all levels of the organization, including senior business leaders.The Application Support Analyst is responsible for L1 & L2 caliber troubleshooting/triage of incidents, working trouble tickets, escalation management, monitoring infrastructure, application & middleware layers, and reporting/resolving of incidents for our production environments. Responsibilities also include the identification and use of best practices, implementation of automation and new processes. This position will ensure that incident; problem, change management, and risk management procedures and processes are applied and followed as required. The Application Support Analyst is required to quickly evaluate information, engage and assist AD and Infrastructure teams, and communicate issues to help remediate and resolve production problems efficiently and effectively. In support of incident management and problem management functions, work closely with other groups as needed to mitigate client impacts and operate within defined SLAs. They are accountable to develop and implement tactical and strategic approaches to eliminate incidents, or the reoccurrence of service disruptions, to lower the probability of reoccurrence, or to lessen the impacts from incidents. Included in the expectations is a requirement to continually drive process improvements. Objectives Maintain Global relationships with various other support teams as well as business users Maintain and manage application and infrastructure availability with resiliency discipline, with inherent capability to perform complex issue investigation and resolution across wide range of applications Perform timely escalation of critical production environment incidents and proactively identify patterns of recurring incidents to improve service capabilities Develop and utilize core tools and processes to perform daily function whilst improving day to day practices for the production management group Follow the DevOps culture of Continuous Integration and Continuous delivery with automation mindset Drive our transformation agenda that reshapes how we support applications in Cloud environments Responsibilities Work as part of the production management organization to deliver against core business objectives and ensure delivering of business functionality and stability Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, with ownership of problems to resolution Support application release deployment activities into the production environment Develop strong relationships with resolver teams, application development teams, and other upstream and downstream support teams Develop strong technical expertise in technology and associated applications to understand the end to end transaction flows of applications across the production domain Develop, document, and maintain best practice policies to ensure knowledge retention and continuous learning within team with a view to developing production management knowledge and skills by sharing experiences and attending relevant training Perform and seek to continuously improve the monitoring of the application environment and supporting infrastructure Participate in incident and crisis management events, supporting resolution activities and providing regular status updates to business users and define/track remediation actions to close Participate in weekend support and testing around key deployments and business continuity exercises Participate in a support shift rotation to ensure adequate global business support coverage. This includes weekend support.Qualifications

• Excellent interpersonal relationship and communication / presentation skills
• Excellent analytical and problem-solving skills
• Experience working in a relational database environment
• Unix (commands, scripting )
• Experience writing scripts and/or workflows to automate routine production management admin tasks (via Python, Shell, and/or Perl)
• A strong application development background with a solid understanding of development methodologies
• Understanding of the design and implementation of automated proactive monitoring and health checks
• ITIL Incident management life cycle skills and experience
• Knowledge of incident, problem management, ticket, change, and risk management processes and tools
• Experience with setup and tuning of application monitoring tools (Geneos, Splunk, Dynatrace or similar)
• Experience supporting applications using the following technologies: Wintel, Linux, Sun OS, Tomcat/Apache, FTP, SFTP
• Ability to work independently as a self-starter, and within a team environment
• Excellent prioritization, organizational and time management skills
• Experience using Batch processing tools such as Control-M

Professional Skills:

• Communication (written and verbal) - Advanced
• Consulting - Advanced
• Co-ordination Skills - Advanced
• Crisis Management Skills - Advanced
• Customer/Client Needs management - Advanced
• Problem Management - Advanced
• Results Delivery - Advanced
• Firm/Business Knowledge - Proficient
• Industry Acumen - Proficient
• Influence/Persuasion - Advanced

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Keyskills :
unixsqltroubleshootingpplicationsupportbigdatatimemanagementmonitoringtoolsmachinelearningproblemsolvingbatchprocessingriskmanagementsmallbusiness