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Sr. Application Support Analyst

3.00 to 8.00 Years   Pune   26 May, 2021
LinkTag Inc
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

JobDescriptionPositionTitle: Sr. Application SupportAnalyst - JobGroup:6RelatedRoleProfiles:Application Services Division: IT ServicesFunction: Application Services Location: PuneReportsto(position):Application Service LeadJobFamilyServiceManagementThe Management of IT resources required to plan for, deliver and support IT services.OverallPurposeoftheJobTo lead and provide high quality operational and technical application and systems support to Toll IT customers and internalbusiness functions. Owner of the Problem Management process, ensuring PM goals are achieved. Minimising the adverse impact ofIncidents and Problems on the business and preventing reoccurrence of IncidentsPrimaryResponsibilitiesThe key responsibility of this role is to analyze and execute processes and procedures to meet agreed service levels. Reporting to the Application Service Lead to assist in developing plans to manage current and future demand on applications and IT infrastructure with a view of ensuring efficiency, manage stakeholder expectations in regard to application and infrastructure functions and capabilities and assume responsibility for all vendor negotiations and interactions.

  • Planning of application/infrastructure releases and configuration changes and communication to stakeholders
  • To identify potential areas for Service Improvement and raise proposals with the Service Lead / Manager
  • Provide input to application/infrastructure scalability
  • Daily Review and Prioritization of Incidents, SRs, and Enhancements complying with SoW.
  • Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex issues / problems / changes
  • in-depth trend analysis of Incidents and SRs to identify opportunities for automation. Contribute to the target of Incidents and SRs reduction year by year.
  • Ensure Compliance to SLAs and KPIs.
  • Provide 3rd line Application Support on complex internally and externally developed applications
  • Provide input to administering and maintaining all production and internal environments
  • Provide input to the implementation, backup, and roll-back plans
  • Act as a technical resource for internal and external projects
  • Drive communication to internal Stakeholders providing status updates on major issues, changes, project schedules, Set ETAs.
Documentation
  • Ensure incidents and problems are analyzed, root cause, resolution, workaround, and permanent fix details are documented
  • Ensure all technical and non-technical documentation is up to date
  • Contribute to management reports to application support lead
KeyPerformanceIndicatorsSuccess in this role will be measured through a balance of quantitative and qualitative performance measures / KPIs that are aligned to the job group Key Result Area (refer to the PPG Manager workbook to understand the performance standard required for your role Job Family & Job Group). These will form part of your annual objectives.SkillsEssentialtotheRole
  • Self-motivated and highly professional with ability to lead and take ownership and responsibility
  • Ability to multi-task, work under pressure and to tight deadlines
  • A desire to learn and improve skills and knowledge
  • Fast learner, energetic and enthusiastic
  • Adaptable and flexible to business demands
  • Strong organizational and planning skills
  • Excellent written and verbal communication skills
  • Positive can-do attitude
  • Team player
Service Level ManagementThe planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets.Technical SpecialismThe development and exploitation of expertise in any specific area of information or communications technology, technique, method, product or application area.Problem ManagementThe resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.Incident Management,

Keyskills :
sqlunixapplication supportslatroubleshootingroot causeservice leveltrend analysisplanning skillsApplication Support Analyst

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