Application Support Analyst

Job Summary

As an application support analyst, we are seeking someone who is passionate about solving problems through innovation and engineering practices. We embrace a culture of experimentation and constantly strive for improvement and learning. You'll work in a collaborative, trusting, thought-provoking environment-one that encourages diversity of thought and creative solutions that are in the best interests of our customers globally. You will identify opportunities to improve support quality and efficiency through automation and tool implementation/configuration. This role is a combination of production support and process improvement and efficiency within the global team for the services we provide and tools we utilize.

Responsibilities

• End to end troubleshooting application issues and alerts - standard L0/L1 support
• Basic service requests like file movements, job reruns etc.
• Alert reduction, rationalisation and standardization
• Job execution, configuration and optimisation
• Code deployment
• SLA upkeep and timely acknowledgments of issues
• Managing runbooks for all major tasks
• Periodic analysis of ticket trends and channeling improvement inputs to the right team(s)
• Major incident management - Investigation, mitigation, resolution, RCA, action items
• Automation, enhancements, improvements (stability, capacity, resiliency)
• Collaborate closely with existing OPS and DEV owners of in-scope systems, reinforcing the SRE mindset, common goals, and maintaining focus on reliability and supportability
• Develop automation and tooling to support SRE activities and achieve specific reliability and supportability goals (reduction of toil, monitoring and alerting efficiency, etc.), for in-scope systems
• Ensure that the GS critical systems and products are maintained and supported in order to achieve the efficient and effective delivery of services
• Collaborate with product, PSG, infrastructure SMEs to maximize client experience through the support interface
• Develop, manage and execute organization application support process and procedures
• Mentor team to enhance their technical knowledge and handling complex issues
• Identify incident trends and make appropriate recommendations to prevent incident recurrence
• Developing final solutions for known errors
• Rotational weekend support

Requirements

• 2-4 years of hands-on L0/L1 application support experience, preferably in finance/reference data domain
• Ability to learn and master enterprise-specific products
• Ability to diagnose & address application issues
• Good understanding of ITIL principles, with a major focus on end to end incident management
• Knowledge of deployment utilities and tools/framework - DevOps tools (Bit bucket, Jenkins, Jules, Automated deployment tools)
• Unix/Linux - troubleshooting and shell scripting
• Basic understanding of Java to perform standard troubleshooting (connection pooling, data sources, JMS issues, heap breaches etc.)
• Experience with Enterprise Job Scheduling Tools, e.g. Control-M, AutoSys, etc.
• Web services administration including IIS/Apache/Tomcat/WebSphere (AWS)
• Amazon Web Services - application hosting knowledge, troubleshooting, configuration
• Good understanding of PL/SQL and stored procedures
• Automation - RPA, Python, Ansible, etc.
• Business intelligence - Tableau, PowerBI, QlikView, etc.
• Tools Proficiency: Knowledge of ITSM tools such as HPSM, ServiceNow, JIRA ServiceDesk, etc
• Knowledge of monitoring tools such as SCOM, Sitescope, Netcool, Dynatrace, GENEOS, etc
• Knowledge of log monitoring tools such as Splunk and ELK

Education / Certification / Experience

• Bachelor's degree in computer science or IT is preferred, from a recognized university
• Minimum ITIL4 Foundation certified ITIL v3 expert would be preferred

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