Smart Edge’s Client is looking for an individual to help with their BAU Support Analyst/ Application Support@ London, UK

Experince Required :

• Troubleshooting production issues for the supported Applications, network and Infrastructure (L2 support for calls that have been raised through the Level 1 Service Desk);
• Fault identification, diagnosis and troubleshooting of the supported Applications and Infrastructure including:
• Resolution of faults confirmed, by CLIENT, to be an L2 issue;
• Review and tracking of fault status through job logs and regular status updates of related incident tickets with relevant information relating to the progress of the ticket resolution
• Provision of regular (weekly) status reports to CLIENT on fault status and service level achieved against the Service Levels and KPIs set out in Schedule 5;
• Incident categorisation and prioritisation in conjunction with CLIENT;
• Proactive and automated monitoring activities that include continuous health checks of the applications & INFRA, application logs, and key interfaces.
• Preventative actions driven through monitoring and analytic reviews of the Applications and interfaces and any perceived problem areas;
• Proactive actions driven through infrastructure analytics to continuously manage capacity, right-sizing and auto-scaling, twice yearly for critical applications & infrastructure and annually for non-critical applications and infrastructure.
• This should include twice yearly reviews of business-critical application\infrastructure and annual reviews on non-critical applications\infrastructure.
• Correction of any failed interfaces;
• The implementation and testing of data fixes approved by the CLIENT business and in conformance with the agreed data fix process and the Service Levels defined Schedule 5;
• Major data fixes that will have to be impact assessed and scheduled into the test environments, including downstream systems;
• Management of IT requests and system administration for the Applications such as password resets and user set-up. Unless otherwise directed by CLIENT, fault diagnosis and troubleshooting of reported production issues will take precedence;
• Incident resolution, which includes:
• Diagnosis of reported incidents to establish the problem definition and fault source identification so that corrective action can be initiated, or a plan of action agreed.
• Incident resolution may comprise the provision of:
• Service or Device restart
• User guidance;
• An agreed workaround;
• Updated information for incorporation within service desk scripts, FAQs, etc.;
• Regular update of the incident ticket in accordance with the agreed Service Levels; and/or
• SQL Scripts for data correction.
• Network routing
• The supplier shall fully support the CLIENT Incident Management process for all major incidents.
• Liaison with Level 1 Service Desk, including the documented transfer of knowledge and work instructions that can be used to improve L1 incident response and to avoid L2 incidents;
• Liaison with L2 end-user device support provided the relevant support teams;
• Liaison with L2 infrastructure and L2 application support with other vendors providing support services for or on behalf of CLIENT in relation to the Applications and Infrastructure;
• Liaison with Supplier’s own L3 support team or, if applicable, third party support team (e.g. TSP, OnWave, AWS, CGI etc..) and liaise with Level 4 providers where appropriate;
• Liaison with the Release Management service;
• Liaison with any CLIENT partner;
• Resolution of L2 incidents for the in-scope Applications and Infrastructure for production and pre-production environments
• System administration for the in-scope Applications, Infrastructure and Infrastructure Services outline in Service Model Annex A such as maintaining user, roles and responsibilities and configuration changes.
• Perform impact assessments on all third-party changes and attend any support calls that relate to that change.
• The Supplier shall provide the following Services:
• Providing user access management services, i.e. additions, removals and changes, to the Applications in scope and in accordance with the SLAs/KPI’s in this section.

If this sounds like a role you would be interested in or if you know someone in this field.

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