Application Support Analyst
2 weeks ago
Application Support Analyst
Location South Africa, Johannesburg, Randburg
Purpose of the Position:
- Understand the nature and business impact of requests and perform the required analyses
- Provide second line support for technical and functional solutions
Key Performance Objectives Tasks
- 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 at 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 regards 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 leads for operational support
- Involvement in internal projects
- Assist with On-The-Job training
- Participate in Priority warroom 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
- Minimising adverse impacts of Incidents and Problems on the business and preventing reoccurrence of Incidents
- Proactively monitoring of 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
Reporting Create monthly reports to track progress of solutions against identified benefits
Stakeholder Management Develop and maintain relationships with key stakeholders across the business
**Qualifications**:
- Related Diploma
- Bachelors Degree Advantageous
Experience
- Experience working in a high availability environment with multiple operational instances
Technical Competencies
- Hands-on experience with some of the following disciplines
- Oracle, SQL Server
- Web Methods
- Web Services
- Automation / Scheduling tools / frameworks
- SOA
- SQL
- SharePoint
- F5
- SQL Server Integration Services
- SQL Server Reporting Services
- ESB
- Microsoft Frameworks (CSF, CCF, etc)
- Working knowledge of API-based services (e.g. REST, SOAP)
- 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
Behavioral Competencies
- Relationship Building
- Accountability
- Teamwork
- Delegation
- Interpersonal Support
- Perseverance
- Motivating
- Prioritisation
- Analytical Thinking
- Persuading & Influence
- Time Management
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