Job Position: Application Support Analyst

Job Mode: Remote

Company Location: Kochi

Job Description

Application Support Analyst profile being recruited is making sure that the existing

software architecture within the business is working well and being used efficiently. You

will be involved with a blend of programming and administration tasks; working with

various stakeholders to resolve technical problems through analysis, diagnosis and

solution definition. The role will require a balance of technical skills, business

knowledge, troubleshooting expertise, and excellent soft skills.

Responsibilities Include (but Are Not Limited To)

• Provide technical and application support to the operation of the production
  
  

environment ensuring that Service Delivery meets the required standard.

• Deliver professional 2nd-3rd line application support for middleware and
  
  

integration systems, performing in-depth root cause analysis or request

fulfilment

• Drive excellence in application monitoring, log mining and performance tuning.
• Identify opportunities for more effective use of resource across the operations,
  
  

2nd Line and 3rd line support teams through co-operation, knowledge sharing,

optimum allocation of tasks

• Produce high quality support documentation and diagrams on collaborative
  
  

platforms e.g. Wiki

• Investigate and prioritise requests for support raised by business users.
• Investigate root cause and impact of incidents and escalate to 3rd line support
  
  

and management where appropriate.

• Ensure all investigations and work undertaken is logged in a timely and
  
  

comprehensive manner.

• Monitor progress of requests for support and ensure users and other interested
  
  

parties are kept informed.

• Document and implement work rounds and revised procedures for both
  
  

Application Support and Operations teams.

• Complete regular tasks to ensure system availability and follow up exceptions
  
  

accordingly.

• Ensure correct procedures are followed and SLAs achieved when progressing
  
  

tasks and that procedures and checklists are kept up to date.

• Focus on completing work within agreed timescales and reducing any downtime
  
  

and operational impact

• Adhere to appropriate departmental and company procedures and policies:
  
  

change control, security, auditing, release promotion, configuration

management, incident management

• Change Implementation
• Participate in the planning and implementation of software and configuration
  
  

changes to the live environment in accordance with release instructions, agreed

service impacts and timescales.

• Work alongside project teams (analysts, developers, testers and implementation
  
  

managers) during software release.

• Work with the operations team to ensure changes are implemented and handed
  
  

over appropriately and ensure updates are made to operational procedures.

Essential

Qualifications and Experience

• 5+ years of experience as an Application/Production Support Analyst or similar
  
  

role.

• Experience in a Windows based environment including 1st/2nd line support
• Experience in writing and using transact-SQL queries
• Experience in an low latency, high volume application support role,
  
  

administering, configuring & maintaining some of the following multi-tier

Environment

• OpsView (Nagios)
• MS SQL/Windows
• XML
• Splunk
• Scripting/coding experience in Python or Powershell.XC
• A logical approach and ability to think outside the box when problem solving
  
  

and the flexibility to work in a fast changing 24/7 operational support

environment

• Bachelors degree in Information Systems, Computer Science or equivalent
  
  

technical discipline.

• Ability to deal with both technical and non-technical staff and all levels of
  
  

management

• Excellent organisational, interpersonal skills
• A great communicator
  
  

Desirable

• Proven experience with several of the following
• Oracle
• .NET
• Firewalls
• Internet security
• SOAP
• HTML
• Java Frameworks
• IIS Server knowledge
• Experience in the financial sector, ideally involving payment processing
• Experience of working in a high pressure environment where system
  
  

functionality has a direct effect on the bottom line.

Skills: splunk,ms sql,nagios,opsview,transact-sql,application support,monitoring,windows environment,python,fintech,production support,performance tuning,troubleshooting,change implementation,powershell,sql,xml,scripting