Application Support Analyst

20 hours ago

Knutsford, United Kingdom eTeam Full time

Role - Application Support Analyst

Location - Knutsford Hybrid 2 days per week

Duration - end of the year

Contract Inside IR35


Role Details:

What will you be doing?

• The Application Support Analyst will perform a critical role in L3 Application Support and Service Management with responsibility to ensure stability, continuity and availability of the application, in addition to providing rapid response to incidents and escalated users queries.

• Ownership and prioritisation of individual Incidents and ensuring the delivery of solutions in line with the Service Level agreements to deadlines and quality standards, providing regular update to key stakeholders at all levels

• Major Incident Management support

• Provide 24/7 cover and support on rota, providing expertise and specialised system knowledge to allow resolution of key incidents outside of business hours

• Identify proactive remedial strategies to prevent future problems and to improve the quality of delivered software.

• Change Management ensuring smooth transition into production holding the line to ensure service and support readiness

• Identifying and raising risks

• Responsible for ensuring the incident lifecycle is completed through to problem record, completing analysis and working with L3/Developers to drive resolution

• Proactive and reactive monitoring and alerting and enhancements

• Own and contribute to individual Service Improvement items including incident reduction and automation

• The delivery of documentation to agreed standards, on time and error free


What we’re looking for:

• Previous experience working in a live application support role and/or ITIL environment

• Strong time management and organisational skills

• Logical, analytical approach to problem solving

• Hands-on and should be able to work independently and if required guide team members

• Flexible approach and ability to work under pressure

• Communicates clearly and concisely, using appropriate level of detail, terminology and style and able to work effectively in extreme high pressure situations where critical service availability is compromised and/ or Client reputation is at stake

• Creates and owns a logical plan, realistic estimates and schedule for any activity

• Can identify potential risks and benefits of emerging technologies

• Hands on experience with Unix/Linux commands and scripts

• Experience managing a Unix/Linux based environment and hosted Applications

• Hands on experience with SQL and/or Client scripting

• Experience of API support

• Basic understanding of tools like Jenkins, Chef and other deployment tools

• Knowledge of automation tool and scripting languages.


Skills that will help you in the role:

• Openshift

• Scripting languages

• Cloud based technologies

• aPaaS

• ELK, Kibana, AppDynamics, ESaaS

• ITIL v3 or above foundation certified

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