Job Description:

Production Support Analyst

About The Position

Job Code ART/PS/004
Experiance 5 years
Production Support Analyst profile being recruited is making sure that the existing software architecture within the business is working well and being used efficiently You will be involved with a blend of programming and administration tasks; working with various stakeholders to resolve technical problems through analysis, diagnosis and solution definition The role will require a balance of technical skills, business knowledge, troubleshooting expertise, and excellent soft skills

Responsibilities include (but are not limited to)

Provide technical and application support to the 24x7 operation (on a rota basis) of the production environment ensuring that Service Delivery meets the required standard
Deliver professional 2nd-3rd line application support for middleware and integration systems, performing in-depth root cause analysis or request fulfilment
Drive excellence in application monitoring, log mining and performance tuning
Identify opportunities for more effective use of resource across the operations, 2nd Line and 3rd line support teams through co-operation, knowledge sharing, optimum allocation of tasks
Produce high quality support documentation and diagrams on collaborative platforms eg Wiki
Investigate and prioritise requests for support raised by business users
Investigate root cause and impact of incidents and escalate to 3rd line support and management where appropriate
Ensure all investigations and work undertaken is logged in a timely and comprehensive manner
Monitor progress of requests for support and ensure users and other interested parties are kept informed
Document and implement work rounds and revised procedures for both Application Support and Operations teams
Complete regular tasks to ensure system availability and follow up exceptions accordingly
Ensure correct procedures are followed and SLAs achieved when progressing tasks and that procedures and checklists are kept up to date
Focus on completing work within agreed timescales and reducing any downtime and operational impact
Adhere to appropriate departmental and company procedures and policies change control, security, auditing, release promotion, configuration management, incident management
Change Implementation
Participate in the planning and implementation of software and configuration changes to the live environment in accordance with release instructions, agreed service impacts and timescales
Work alongside project teams (analysts, developers, testers and implementation managers) during software release
Work with the operations team to ensure changes are implemented and handed over appropriately and ensure updates are made to operational procedures

Essential

5 years of experience as an Application/Production Support Analyst or similar role
Experience in a Windows based 24/7 environment including 1st/2nd line support
Experience in writing and using transact-SQL queries
Experience in an low latency, high volume application support role, administering, configuring & maintaining some of the following multi-tier environment
OpsView (Nagios)
MS SQL/Windows
XML
Splunk
Scripting/coding experience in Python or PowershellXC
A logical approach and ability to think outside the box when problem solving and the flexibility to work in a fast changing 24/7 operational support environment
Bachelors degree in Information Systems, Computer Science or equivalent technical discipline
Ability to deal with both technical and non-technical staff and all levels of management
Excellent organisational, interpersonal skills
A great communicator

Desirable

Proven experience with several of the following
Oracle
NET
Firewalls
Internet security
SOAP
HTML
Java Frameworks
IIS Server knowledge
Experience in the financial sector, ideally involving payment processing
Experience of working in a high pressure environment where system functionality has a direct effect on the bottom line
Understanding of transaction processing systems, preferably with some exposure to electronic point of sale and ATMs
Knowledge of ITIL (the IT Infrastructure Library) for service management

Additional Information

This role provides 24/7 out of hours support on a rota basis
Flexibility with working outside of core business hours at short notice
Working in international business and support hours may incorporate extended business hours in order to accommodate local working times
The project operates in a secure environment and all candidates will be Credit and Background checked to the extent permitted by law

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Telecom, IT-Hardware/Networking
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 17th May 2020

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