Junior Application Support Analyst at Altron Managed Solutions

Job Description

To investigate, analyse, resolve and advise on support issues in a business application support environment.

Responsibilities:

• Participation in complete life cycle of support issues from call logging, investigation, recreation, resolution, workarounds and liaison with the client regarding delivery of fixes.
• Collaborate with business stakeholders and development teams through joint problem solving sessions to ensure that solutions are robust, correctly monitored, prioritized and lifecycle resilient
• Drive the process of optimizing current solutions through a service improvement approach to ensure return on investment and that service levels for all deliverables are met
• Provide specialized level investigation and analysis of data integrity between source and destination applications.
• Follow up and provide feedback to the customer for escalated application issues
• Ensure that verbal and written reports of application investigations and resolutions are accurate and clear before presentation to the customer
• Extract and analyze application and system support data
• Understanding client’s business processes and requirements
• Propose and make configuration amendments
• Assist with providing and implementing temporary workarounds
• Addressing advanced customer business and technical queries
• Attend and provide input into weekly, monthly and ad hoc customer support meetings
• Review and improve operational requirements relating to the business processes
• Advise and train support teams with investigations and support processes
• Participate in performance measurement of support team members
• Be available to standby personnel for significant events
• Participate in the support team standby schedule

Education Required:

• 3 Year tertiary qualification or a relevant IT qualification

Experience Required:

• 3 – 5 years application support engineer experience

Essential Competencies:

• Basic knowledge of the disciplines in an application support environment, incident handling, change management, problem management etc.
• Problem solving exposure at application and business transaction level using application log files and SQL database queries
• Cloud based application support
• Commitment to performing routine as well as investigation/analysis work tasks
• Ability to solve medium complexity problems
• Understand and develop the support team technical competency
• Self-motivated, proactive, taking ownership of problems until they are resolved
• Mature person with the sense of responsibility to do after hours standby

Advantageous Competencies:

• Good oral and written communication skills
• Good customer relationship skills
• Quick learner (short initial ramp up period)
• Previous exposure to Telco application support

Additional Requirements:

• Comfortable with working in the customer domain
• Adjust to the needs of a flexible working environment

Additional Comments:

• Looking for above average knowledge of working with business applications on Windows & Linux, Mirco-services, AWS Cloud, etc.
• Looking for capability to understand, assist with and compile comprehensive Incident reports & PIR discussions

Education

• National Diploma: Information Technology (Required)