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

Job Family

• 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

JOB DESCRIPTION

• 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

Eligibility to Apply

Please note that this role is open to candidates who have the legal right to work in the United Kingdom. Unfortunately, sponsorship or visa support is not available for this position.