Purpose of the Position

Provide high-quality application and systems support
Understand the nature and business impact of requests and perform the required analyze
Provide second line support for technical and functional solutions

Operational Delivery

Provide high quality operational and technical application and systems support to customers and internal business functions
Provide second line support service to NOC, Service Desk, Business Desk SA, and Business Desk MAH
Resolve incidents, problems, service requests, and change requests in line with business priorities:
- Resolve calls logged within the agreed MTTR (Mean time to resolve) included in agreed SLAs
- Ensure Incident / Request updates are of an acceptable quality
- Document and provide analysis of defects to solution teams
Create diagnostic scripts and other aids per system e.g. simple diagnostic question sheets, historical records, known error lists, predefined extract scripts, etc.
Collaborate with the Solution Delivery teams and Architectural teams with regard to planning, designing, architecture development, and configuration of the technical platforms for the Application Support portfolio
Participate in deployment handover sessions
Be available to the business and support lead for operational support
Involvement in internal projects
Assist with On-The-Job training
Participate in Priority war room sessions
Participate in disaster recovery exercises
Generate and execute scripts related to daily support requirements

Continuous Improvement

Ensure the consistency and stability of the environment and produce SOPs for day-to-day operations
Minimizing adverse impacts of Incidents and Problems on the business and preventing reoccurrence of Incidents
Proactively monitoring and fixing system and data related errors
Consult with business to identify business problems and opportunities to enhance existing processes
Provide advice in the support and maintenance of systems
Contribute to continuous improvement by using technology and improving processes
Stay current on industry practices and trends
Conduct quality control protocols to reduce errors and improve the effectiveness of production systems

Qualifications

Experience

At least 3-5 years in an application support environment
Experience working in a high availability environment with multiple operational instances

Technical Competencies

Understanding of basic integration concepts
Basic knowledge of the Agile and Software Development Life Cycle (SDLC) processes, cloud computing, ITIL, COBIT
Facilitation
Investigative / Fact-Finding
Structured analysis
Command of the English Language

Excellent Communication Skills

Application Support Analyst