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Applications Support

Req #: 170093068
Location: Mumbai, MH, IN
Job Category: Technology
Potential Referral Amount: 35000 Indian Rupee (INR)
Job Title:  Shared Services - Application Support Analyst
 
Job Description:
The candidate must have held a customer/technical support role and is a subject matter expert.
The tech specialist will support a mix of mission critical applications. The team employs a Follow-the-Sun support model with a presence in India and USA covering 24 hours.
 
This role is key in managing the quality of service and will require a mix of hands on support work, testing, packaging, customer training, documentation and improvement via scripting, automation & development.
 
Areas of responsibility are:
 
  • Production support services including on-call responsibilities
  • Understand the full project lifecycle and take ownership of project deliverables to ensure successful implementation and integration of application changes
  • Working with colleagues in other regional teams to ensure consistent, high quality levels of support are maintained.
  • Work closely with US teams to ensure global solutions are provided.
  • Working very closely with Application Development teams.
 
Qualifications:
 
Core Skills Required:
 
  • Clear analytical thinking and excellent communication skills
  • Self-starter & ability to work in a team or autonomously when required
  • Ability and willingness to develop technical SME and business knowledge
  • Commitment and ability to meet deadlines in a high pressure & constantly changing environment
  • Working with project delivery teams to ensure the quality of deliverables into production
  • Providing front line support to our clients, builds strong relationships
  • Logging, analyzing and managing queries, problems and incidents to resolution
  • Helping to drive continuous improvement within the team as it relates to incident, problem and change management excellence
  • Understanding the impact of change in a complex technical environment
  • Proactive capacity and resiliency planning and execution
  • Providing technical assistance and coordination during production incidents. Escalating and logging tickets, identifies, diagnoses, and resolves functional and technical problems and business critical incidents through research and analysis of trends, root causes, and business impact
  • Maintain strong relationship with AD team

 

Technical Skills Required:
 
Extensive experience of the following technologies:
 
  • UNIX Solaris and Linux RHEL
  • Oracle
  • Experience of Scheduling tools - AutoSys
  • Perl/Shell/Batch Scripting.XML/XSLT/XPATH
  • Experience of ITRS Geneos Monitoring tools or any other Monitoring tools
  • Able to appreciate, document and share best practices throughout the team
  • Excellent analytical skills
  • Excellent trouble shooting skills, Technical documentation skills
  • Good communication both written and verbal with an ability to communicate at all levels up to senior management. Ability to coordinate with multiple internal and external teams
  • Candidates should note that this list is not exhaustive and duties are liable to be extended from time to time in line with the ever changing needs of technology & the team
Competencies:
 
  • Proactive, delivery focused approach to work
  • Ability to work on own initiative
  • Strong communication and team working skills
  • Experience of working to quickly understand and clarify requirements
  • Experience of working to deadlines in a high pressure & constantly changing environment
 
Qualifications:
 
  • Bachelors degree or educational equivalent
  • Experience in a technical support role (min 5 years)
  • Strong Unix and Oracle experience (min 5 yrs)
  • Knowledge of Java preferred
  • Good Shell Scripting (min 2yrs)
  • Minimum of 5 years relevant production support and incident management experience
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