Application Support Analyst
- Exaze
- 6 - 11 years
- Hyderabad
- 2 months ago
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Job Description
Key Purpose
The Application Support Analyst will support Vitality Groups systems, applications and services by providing technical support to customers and partners around the world. The Application Support Analyst will drive the resolution of non-major incidents and service requests in accordance with defined Service Level Agreements and Operational Level Agreements. This role requires working flexible hours due to the 24x5 nature of the function. Passive standby during weekends is also required in the event of major incidents. The ideal candidate will have experience supporting systems in production in a cloud based environment.
Areas of responsibility may include but not limited to
- 1st line troubleshooting, application of work arounds and service restoration using available tools, knowledge base and Standard Operating Procedures
- Investigate, debug and troubleshoot code in order to resolve problems and defects.
- Facilitate resolution of Incidents and Service Requests throughout the lifecycles and across various teams within the specified Service Level Agreements/Operational Level Agreements
- Assist with communication, creation, maintenance, scheduling and distribution of reports
- Ensure all incidents logged meet the minimum entry criteria to enable efficient debugging
- Application and verification of known solutions or Standard Operating Procedures to Incidents and Service Requests (e.g. assisting with the restarting of services on request, data fixes, ad-hoc data extracts and query executions, etc.)
- Proactive ticket status updates and escalation/follow ups where applicable
- Verify resolution with end-users and resolve assigned Incidents and Service Requests
- Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) in order to provide input for continuous improvement initiatives regarding ticket trends and opportunities for improvement of processes and procedures
- Record and classify received alerts and events and initiate an immediate effort in order to restore a failed IT Service as quickly as possible as per severity classification and associated Service Level Agreements
- Analysis of logs in the error queue and initiating resolution with the respective resolver group
- Evaluation and escalation of Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Team Leader/Manager according to the agreed priority and severity of the incident
- Collaborate with other VG work streams to troubleshoot and restore services in the event of outages
- Escalate risks and issues to management timeously depending on severity and impact
- Create and submit knowledge articles
- Provide knowledge transfer and upskilling of direct subordinates, peers and junior analysts
- Available for on-call and emergency response rotation as needed
- Participate in Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
- Review records produced by Junior team members and provide recommendations for improvement and enhance processes where applicable.
- Participate in various cross-functional forums and work streams to contribute to the improvement and implementation of policies, frameworks and standards.
Personal Attributes and Skills
- Communicates effectively
- Values Driven
- Optimistic
- Learns on the Fly
- Resilient
- Instils Trust
- People Savvy
- Drives Results
- Problem Solver
Education and Experience
Education:
- BSc in Computer Sciences/ Information Systems or equivalent IT tertiary qualification
- Formal Java Qualification (Advantageous)
Experience:
- More than 5 years of experience in an Application Service Desk and Development Role
- Customer support experience (Advantageous)
- ITSM Tools (ServiceNow experience Advantageous)
- SDLC experience (Advantageous)
Knowledge:
- Java, SQL, JSON, GIT, Core Java,
- Advantageous: Android, iOS, Liferay, Oracle, Postgres, AWS, webservices, microservices, ServiceNow, Dynatrace, Kibana, PowerBI & REST Clients
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security
Role Category: IT Support
Role: IT Support - Other
Employement Type: Full time
Contact Details:
Company: ExazeLocation(s): Hyderabad
Keyskills: Java Application Support SQL Queries SQL Coding Production Support Sql Joins App Support Unix Shell Scripting Unix Commands L2 Support core java SQL Linux Commands Query Writing Application Production Support L3 Support Sql Support ITIL Process SQL Scripting
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Exaze was formed with the vision to offer best in class digital solutions and technology services to organizations, big or small. To achieve this, we created a specialized team with deep understanding of business domains and digital technologies in order to assist organizations in accelerating their...
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