Application Support Analyst

Job Description:

Manages user requests & incidents in a timely manner.

• Prioritizes User requests based on their urgency, their criticality and their context. Ensure all incidents investigation and follow-up in case of third-party / vendor involvement, communication and pushes for resolution including workaround identification.
• Ensures adequate and efficient communications toward users, senior management and other IT stakeholders during incident management process (major or minor).
• Ensures Daily support tasks.
• Ensures sanity checks are performed (morning, evening) and on-calls duty.
• Contributes to change requests, urgent data modifications and INTPRODs executions.
• Escalates issues if need be, but remains the main point of contact for the user.
• Pushes for sustainable resolutions and sustain knowledge management.
• In case of Incident, ensures root cause is properly identified and remediation actions defined and prioritized (Problem Management).
• Contributes to major incident reports and post-mortems when required.
• In case of recurrent Request/incidents, pushes for the creation of a Feature Development/bugfix, or automation.
• Keeps the support documentation up-to-date.
• Acts as the IT Run preferred communication channel with all stakeholders.
• Contributes to Major events (BCP, Disaster recovery, Production interventions, etc.) synchronizing with other Support engineers, Users, and CAGIP stakeholders.
• May extend his activities to complementary tasks like Testing or BA if part of the squad.
• Must have skills as Good communicator, who can transalate technical issues in Simple language which is understandable and relatable with Business and Operations.

Requirements:

• Solution oriented, business focused with a mindset to constantly improve production quality and stability.
• Have basic technical skills e.g. SQL, Unix, Microservices, CI/CD tolls etc.
• Excellent analytical skills.
• Ability to multi task and manage stress while maintaining empathy for end users.
• Exposure to Monitoring tools & Automation.
• Good communicator and have managed Operations & Business.
• Problem-Solving mindset with orientation towards Continues Improvement.
• The candidate should have minimum 4 year's experience in application support, with exposure in Banking industry (is a plus).