Application Support Analyst

Objective:

To perform business applications in order to maintain functional and operational availability for the business. This includes problem analysis and resolution, ensuring maximum uptime of business applications, handover of systems from development, and working proactively to improve the operational efficiency and reliability of the platform. This role is hands-on as well as requiring day to day operations of the application support and working closely with business users.

Key Responsibilities:

​Problem Resolution

• Reactive problem investigation, diagnosis & resolution
• Participate in post mortem activities for any breaks in system availability
• Carry out root cause and trend analysis of problems and to identify, implement solutions to prevent repeat reoccurrence

Change Management

• Participate in change review meetings to review application development and infrastructure changes that impacting applications

Application Management Standards

• Define and implement best practice operational standards (e.g. standardised monitoring, logging, escalation, scheduling).

Application Availability

• Work with Infrastructure team to proactively improve application serviceability, reliability and scalability

Product Evaluation & Implementation

• Work with Infrastructure team to identify and implement new products that will increase operational robustness and efficiency

Product Evaluation & Implementation

• Review and amend technical documentation such as support and disaster recovery procedures to ensure that they are kept up to date

Performance Monitoring & Enhancement

• Work with Infrastructure team to ensure that all relevant metrics for server performance and capacity are available
• Use metrics to maintain and enhance system performance

Job Requirements:

• Candidate must possess at least Diploma/Advanced/Higher/Graduate Diploma.
• At least 3 years of Application Support experience
• Ability to pick up new information quickly and to work independently
• A consistent attitude and respect for high quality standards and maintains this despite competing pressures
• Excellent verbal and communication skills and able to translate complex technical issues into plain English, easily digestible for customers and stakeholders
• Strong relationship builder who develops and maintains relationships to help attain targets. Able to share information across teams, business lines and geographies
• Strong problem solving background with a focus on ownership of issues and a commitment to resolving them
• Comfortable working in a fast-paced, customer-focused organisation, undergoing change. Flexible and able to adapt to new situations as the business demands
• Influential and able to persuade peers and stakeholders (at various levels) and thereby, overcome uncertainty to change and sustain support
• Innovative and able to create new ways of working, which are effective and easily accepted
• Occasional travel and on-call availability at all times
• Good analytical skills and ability to investigate the source of a problem across several different systems if required
• Track record of effecting application management changes within a global, high-availability environment