Application Support Analyst

• Manages Production and Test Environment support from an applicationsupportperspective
• 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
• Activelyseeksto improve production support through improving existing methodstoolsandexpertise

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 technicalexpertise

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 Externalin a timely mannerwithin agreed SLAs.
• Effectively reviews high complexity project documentation from a production support perspective. Performs the assessment of alllarge scalechanges on their impact on Production.
• Able to resolve large scale issues autonomously andassistcolleagues 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 whererequiredtomaintainor 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 andOpenShiftwould be advantageous.

Soft skills

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

Certification

ITIL Foundation - certification is ideal but we are prepared to provide formal training for the right candidate seeking a true career option

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