Application Support Analyst SQL

2 weeks ago


London, Greater London, United Kingdom Redefined Ltd Full time

The ideal candidate will play a crucial role in offering Level2 technical support and troubleshooting assistance to ensure the smooth functioning of our organization's applications and systems, which include handling a large number of websites, Marketing Technology, cloud-based systems, integration flows, and more. This position demands strong analytical abilities, excellent communication skills, and a proactive approach to resolving issues.


Key Responsibilities:
  • Provide second-level technical support for business-critical applications to internal customers and end-users
  • Effectively triage, prioritize, and resolve issues promptly to reduce downtime and disruptions
  • Manage Incidents, Major Incidents, Service Requests, and Change Enablement
  • Troubleshoot application and platform problems, identify root causes, and collaborate with teams for timely solutions
  • Work with cross-functional teams to address technical issues and implement improvements
  • Maintain accurate records of support requests, resolutions, and system configurations
  • Analyze and optimize application performance periodically
  • Develop and update internal documentation, user guides, and training materials
  • Stay updated with emerging technologies and contribute to improvement initiatives

Required Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or related field
  • Proficiency in troubleshooting methodologies and diagnostic tools
  • Strong communication skills for technical and non-technical audiences
  • Excellent analytical and problem-solving abilities with attention to detail
  • Willingness to learn new technical concepts and work independently or collaboratively
  • Experience within an ITIL framework
  • Relevant certifications like ITIL 4, Amazon Web Services (AWS), Microsoft Azure, Cloudflare, NewRelic
  • Experience with technologies like IT Service Management tools, HTML, CSS, Javascript, CMS, CDNs, CI/CD, Integration tools, and SQL


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