Application Production Support

Description:

The APS Analyst (“Analyst”) is responsible and accountable for daily support and health of the IT production environment. Such tasks include change, request, incident and problem management for the department. The Analyst to provide solutions to technical issues in a short time frame. Act as a technical point of contact for all application related issues. Troubleshoot the issues by meticulous analysis of database objects and respective servers, look for consistent improvements and communicate the impact and resolution to the requestor. The Analyst shall serve on a team which acts as the first point-of-contact (Level 1 and 2): the role will be to receive, to record, and to understand issues, to fix known issues, suggest improvements, route unknown issues to Level 3 support staff, and to then communicate the resolution to the requestor. The Analyst should work further on automating SQL and Linux scripting to display continuous improvement and work towards stabilizing the applications health. Assist the user community to resolve technical issues. Coverage during weekend and off-hours are on an "as needed" basis.

In detail

• Monitoring and supporting the day-to-day activities

• - Adherence to documented procedural standards

• - Fully responsible for key activities within the agreed SLA and ITIL process.

• - Escalate issues that cannot be resolved, in a timely manner

• - Have a strong Customer Focus in order to provide a professional support service to clients

• - Flexible approach to working hours to meet the demands of the team. Willing to work in different day

• - To assist with the streamlining of the support area i.e. suggesting where procedures can be improved without the introduction of risk

• - Maintain Knowledge base and share experience with support team members

• - Use business and application knowledge to investigate issues raised and assist in the production of Incident reports, which form part of the shift handover

• - Resolve user queries/requests

• - Ensure issues are identified, tracked, reported on and resolved in a timely manner

• - Perform level 1 and 2 support and complex analysis of reported issues, and evaluate alternative business solutions and workarounds to minimize the impacts

• - Understand the database concepts and provide extractions to users whenever required

• - Participate to the support of the application and undertake the appropriate actions – both functional and technical

• - Closely follow up all alerts and monitoring dashboards

• - Ensure excellent communication, reporting and escalation as and when needed

IT Governance

• - Responsible and accountable to strictly and consistently adhere to BP2S IT Governance policies and procedures – Incident management