Application Support Analyst

Job family:

• Manages Production and Test Environment support from an application support perspective
• Resolves Production incidents affecting the applications under their control and communicates effectively with the internal Business Users
• Resolves Business information requests
• Adapts and orientates the process to best fit with IT strategy for improving the quality of the Production environment
• Actively seeks to improve production support through improving existing methods, tools and expertise

General:

• Supports Production & Test Environment applications; independently resolving complex incidents; Leads process improvements and improves methods and tools
• Works autonomously with periodic checks by Manager.
• May also act as informal team lead role based on experience and expert knowledge.
• May coach others.
• Has a recognized technical expertise

Role:

• Provides application support for production and test systems, including incident and problem management.
• Participates in application software delivery to both test and production environments. Participates in Production site switches and RDR test occasions.
• Communicates verbally and in writing on complex/large technical issues in a clear and concise format easily understandable by the intended recipient
• Complete User Requests, both Internal and External, in a timely manner within agreed SLAs.
• Effectively reviews high complexity project documentation from a production support perspective. Performs the assessment of all large scale changes on their impact on Production.
• Able to resolve large scale issues autonomously and assist colleagues with escalations.
• Deals with complex level interventions autonomously.
• Able to code in a programming language and perform development activities for large scale changes.
• Create or amend scripts/ macros where required to maintain or improve support tools.
• May provide specialist job functions such as DBA or Volume Testing (performance testing) and can work in an undefined / new area and may improve upon set guidelines and routines. May guide other colleagues in undefined work areas

Qualifications

Must have experience working in application support/service support on a Linux platform and capable of writing SQL statements, shell scripts.

Experience working with Java, Kafka and OpenShift would be advantageous.

Soft skills

Must be highly motivated with excellent analytical, troubleshooting/problem solving skills, knowledge of software development life cycle and a self-starter able to proactively operate with minimal supervision

Certification