Application Support Analyst

Job Description

The Application Support Analyst is expected to:
for quickly and effectively resolving incidents which impact business applications.
for all sustain and maintain activities to keep business applications secured and reliable. Ensure excellent internal customer service through the application of customer support skills, business, and technical knowledge to triage, diagnose, troubleshoot, and escalate or resolve business application issues.
on technical enquiries, proactively managing all application support issues, and maintaining the stability of solutions (security and performance management).
standardized documentation in support of changes (ALM best practices).
smooth and effective operation of applications and 24×7 availability of the systems through careful monitoring of infrastructure, production processes, and automating procedures via scripting and performing permit-to-operate on each application release.
for monitoring and responding to open tickets submitted through a services management system.
and escalate alerts that cannot be resolved to the appropriate department.
and handle service requests and incidents.
issues and provide relevant information for troubleshooting or for clarification.
opportunities for process improvement and contribute to innovation initiatives.
for improving and documenting the technical processes around application support.
collaboratively with product owners on change requests, managing issues and establishing priorities.
critical system problems during out-of-hours by providing on call support as needed.
daily health checks are performed to maintain the performance of applications, scripts, and infrastructure.

Essential Requirements:

degree in Computer Science or in a related technical or business discipline.
3 + years of relevant experience.
experience using the following technical stack areas – HTML/ XSLT, .NET Core, C#, SQLServer, SQL & Javascript.
experience working in an applications production support / application development environment.
knowledge of Information Technology Infrastructure Library best practices for incident, problem and change service management.
of working collaboratively with cross-functional teams.
communication skills with a demonstrated ability to provide strong customer support and deal with escalated customer issues across various levels of the business.
to execute systems analysis to a high standard.
problem-solving skills with a passion for innovation.
ability to multi-task and effectively prioritize work.
to provide on call/out-of-hours support as needed.

Desirable Requirements:

with VAX-RDB and VB6.
with development in contemporary tech stacks (e.g. AWS Cloud general skills).
with source control / DevOps practices.