A technically brilliant application support analyst who is passionate about delivering high quality application services to the
– Take part in Major Incident Management, Problem Management and Request Management
– utilize their IT and business skills to interact with internal and external clients
– support the Service & Product Manager across several technical domains
– uphold high standards for timely issue resolution
– contribute expertise to the management of existing and new IT products and services
– optimize the service issues and gaps and implement service quality
– Optimize operational procedures to improve efficiency, reduce time to restore and minimize costs
– Perform the full spectrum of Production Support responsibilities, based on the ITIL Framework: Incident and Problem Management, Release Management, Risk Management
• Incident Management: Ability to assess the impact and urgency, diagnose the application issues using logs, coordinate with relevant teams to resolve the incidents, keep the stake holders updated with the progress.
• Problem Management: Ability to deep-dive into the recurring issues and find the root cause by analysing the log files, symptoms, timing, etc. Ability to articulate and influence the development team, infrastructure team and others to provide a solution to fix the root cause and prevent the recurrence of issues.
• Change Management: Well versed with ITIL processes , procedures and ability to act as a strong gate keeper to the production environment. We expect the person to be able to assess the changes from all dimensions – impact, risk, performance and help to implement the changes in a controlled manner
• Business Continuity Management: Understand the purpose of BCM, participate in BCM tests, experience in handling real time fail over activities.
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