Senior Application Support

We are looking for a proactive and detail-oriented Associate System Application Analyst to join our IT Operations team. This role is ideal for individuals with foundational experience in system/application support who are eager to grow their technical and analytical skills in a dynamic 24/7 environment.

Day-to-Day Responsibilities

• Monitor and Respond to Alerts:
  Continuously monitor infrastructure and application alerts using enterprise monitoring tools. Correlate alerts with actual system behavior and initiate appropriate response actions.

• Incident Management:
  Triage document and resolve standard incidents. Escalate complex issues following documented procedures. Ensure all incidents are logged and updated in the incident management system with clear accurate and complete information.

• Bridge Call Participation:
  Participate in or facilitate technical bridge calls for critical incidents. Drive resolution efforts and ensure timely communication with stakeholders to meet MTTR (Mean Time To Resolution) targets.

• System Health Checks:
  Perform routine health checks on servers applications and services across Unix Linux and Windows environments. Identify anomalies and initiate corrective actions.

• Root Cause Analysis Support:
  Assist in post-incident reviews by providing data and insights from monitoring tools and incident logs. Contribute to identifying root causes and preventive measures.

• Documentation and SOPs:
  Follow and contribute to the improvement of standard operating procedures (SOPs). Review and validate new alert handling procedures to ensure clarity and usability.

• Collaboration and Communication:
  Work closely with cross-functional teams including infrastructure application support and engineering. Communicate effectively via ticketing systems email and calls.

• Continuous Improvement:
  Identify recurring issues and propose automation or process enhancements. Participate in shift-left initiatives to empower Level 1.5 support capabilities.

• Tool Usage:
  Utilize tools such as Splunk Grafana and ticketing platforms (e.g. ServiceNow) to analyze system behavior track incidents and generate insights.

• Learning and Innovation:
  Stay curious and informed about emerging technologies especially in AI and automation. Explore opportunities to apply new tools and techniques to improve operational efficiency.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications :

Basic Qualifications:
Bachelors degree in Information Technology Computer Science or a related discipline or equivalent work experience.
Minimum of 13 years of experience in IT operations system/application support or a related technical role.

*Preferred Qualifications:
ITIL Foundation Certification or working knowledge of ITIL-based service management practices.
Familiarity with Open Systems environments (Unix Linux Windows).
Experience with monitoring and incident management tools (e.g. Splunk Grafana ServiceNow or similar).
Strong analytical and troubleshooting skills with the ability to assess and resolve incidents independently.
Excellent verbal and written communication skills in English with the ability to communicate effectively across technical and non-technical audiences.
Demonstrated ability to work independently and collaboratively in a fast-paced team-oriented environment.
Strong organizational skills with the ability to multitask prioritize and manage time effectively.
A proactive mindset with curiosity about emerging technologies such as Generative AI and automation tools.

***Work Hours***
This is a 12-hour day shift rotation within a 24/7 operational environment. Weekend and holiday coverage is required on a rotational basis.

Additional Information :

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Remote Work :

No

Employment Type :

Full-time