Application Support Analyst

• Manages Production and Test Environment support from an application support perspective 
• Resolves Production incidents affecting the applications under their control and communicates effectively with the internal Business Users 
• Resolves Business information requests 
• Adapts and orientates the process to best fit with IT strategy for improving the quality of the Production environment 
• Actively seeks to improve production support through improving existing methods, tools and expertise 

General: 

• Supports Production & Test Environment applications; independently resolving complex incidents; Leads process improvements and improves methods and tools 
• Works autonomously with periodic checks by Manager. 
• May also act as informal team lead role based on experience and expert knowledge.  
• May coach others. 
• Has a recognized technical expertise 

Role: 

• Provides application support for production and test systems, including incident and problem management. 
• Participates in application software delivery to both test and production environments. Participates in Production site switches and RDR test occasions. 
• Communicates verbally and in writing on complex/large technical issues in a clear and concise format easily understandable by the intended recipient 
• Complete User Requests, both Internal and External, in a timely manner within agreed SLAs. 
• Effectively reviews high complexity project documentation from a production support perspective. Performs the assessment of all large scale changes on their impact on Production. 
• Able to resolve large scale issues autonomously and assist colleagues with escalations. 
• Deals with complex level interventions autonomously. 
• Able to code in a programming language and perform development activities for large scale changes. 
• Create or amend scripts/ macros where required to maintain or improve support tools. 
• May provide specialist job functions such as DBA or Volume Testing (performance testing) and can work in an undefined / new area and may improve upon set guidelines and routines. May guide other colleagues in undefined work areas 

Qualifications 

Must have experience working in application support/service support on a Linux platform and capable of writing SQL statements, shell scripts. 

Experience working with Java, Kafka and OpenShift would be advantageous.    

Soft skills   

Must be highly motivated with excellent analytical, troubleshooting/problem solving skills, knowledge of software development life cycle and a self-starter able to proactively operate with minimal supervision

Certification 

ITIL Foundation - certification is ideal but we are prepared to provide formal training for the right candidate seeking a true career option

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