About the job Application Support AnalystKey purpose:Provide high quality application and systems support, understand the nature and business impact of requests and perform the required analyses and provide second line support for technical and functional solutions.Duties and responsibilities:Provide high quality operational and technicalapplication and systems support to customers andinternal business functionsProvide second line support service to NOC, ServiceDesk, Business Desk SA and Business Desk MAHResolve incidents, problems, service requests andchange requests in line with business priorities: Resolve calls logged within the agreed MTTR(Mean time to resolve) included in agreed SLAs andEnsure Incident / Request updates are at anacceptable qualityDocument and provide analysis of defects to solutionteamsCreate 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 andArchitectural teams with regards to planning, designing,architecture development and configuration of thetechnical platforms for the Application Support portfolioParticipate in deployment handover sessionsBe available to the business and support leads foroperational supportInvolvement in internal projectsAssist with On-The-Job trainingParticipate in Priority warroom sessionsParticipate in disaster recovery exercisesGenerate and execute scripts related to daily supportrequirementsEnsure the consistency and stability of the environmentand produce SOPs for day-to-day operationsMinimising adverse impacts of Incidents and Problemson the business and preventing reoccurrence ofIncidentsProactively monitoring of and fixing system and datarelated errorsConsult with business to identify business problems andopportunities to enhance existing processesProvide advice in the support and maintenance ofsystemsContribute to continuous improvement by usingtechnology and improving processesStay current on industry practices and trendsConduct quality control protocols to reduce errors andimprove the effectiveness of production systemsCreate monthly reports to track progress of solutionsagainst identified benefitsDevelopand maintain relationships with keystakeholders across the businessQualifications and experience:MatricRelated DiplomaBachelor's Degree AdvantageousAt least 3-5 years in an application support environmentExperience working in a high availability environment with multiple operational instancesHands-on experience with some of the following disciplines:Oracle, SQL ServerWeb MethodsWeb ServicesAutomation / Scheduling tools / frameworksSOASQLSharePointF5SQL Server Integration ServicesSQL Server Reporting ServicesESBWorking knowledge of API-based services (e.g.,REST, SOAP)Understanding of basic integration conceptsBasic knowledge of the Agile and Software Development Life Cycle (SDLC) processes, cloudcomputing, ITIL, COBIT
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