Job Directory Application Support Analyst

Application Support Analyst
Denver, CO

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Job Description

JobDescription :

Role Title:

Technology Operations Support Analyst

Role Overview:

To provide high quality operational and technical application and Middleware/OS support to Platts customers and internal business functions. Minimizing the adverse impact of Incidents and Problems on the business and preventing reoccurrence of Incidents, together with working on small-scale BAU projects and initiatives.

Role Location:

Denver, Colorado

Key Role & Accountabilities:

* Be a proactive member of the TechOps Support team, providing follow-the-sun application and middleware/OS support.
* Be active in the resolution of Major Incidents and the Problem Management Process
* Contribute to the planning and deployment of application/infrastructure releases and configuration changes as per the Release Management process
* Examine potential areas for Continual Service Improvement and raise proposals with TechOps management
* Provide technical support
* Provide input to application/infrastructure scalability
* Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems
* Collate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
* Maintain application monitoring, performance tuning and testing
* Provide 2nd line Application Support on complex internally and externally developed applications
* Act as a technical resource for internal and external projects
* Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management) as per industry standard ITIL processes
* Maintain good working relationships with team members, internal departments as well as 3rd party vendors

Knowledge and Key Skills:

Personal Qualities

* Strong customer service and support focus with a desire to deliver a high quality service
* Self-motivated and highly professional with ability to take responsibility and ownership of issues through to resolution
* Ability to multi-task, work under pressure and to tight deadlines
* A desire to learn and improve skills and knowledge
* Fast learner, energetic and enthusiastic
* Adaptable and flexible to business demands
* Strong organizational and planning skills
* Positive 'can-do' attitude
* Team player

Functional Skills and Experiences

* Experience in a hands-on application support role
* Extensive problem solving and debugging skills
* Ability to independently apply production upgrades and support the products and technologies
* Experience in providing services to agreed SLA's and OLA's
* Experienced in Problem and Incident Management
* Experience with working in an ITIL environment
* Excellent interpersonal and communication skills
* Flexible in working outside of core business hours at short-notice

Technical Skills and Experiences

* Experienced in RHELinux Server Administration
* Experience with supporting multi-tier infrastructures
* Experience with supporting Java applications and an understanding of web technology
* Experience with Cloud Based services (ideally AWS)
* Familiarity with server/application monitoring tools (Nagios/DataDog/AppDynamics)
* Experience with Automation Engineering tools (Ansible/Puppet) an advantage
* Knowledge of code repositories (e.g. SVN)and bug tracking software (e.g. Jira, VersionOne)
* ITIL v3 Certification

Personal and Team Development 20%

* Share / spread knowledge with global team members as well as internal non-technology teams (Client Services, Editorial Operations)
* Pro-active in maintaining and increasing your own technical knowledge

Documentation 10%

* Ensure incidents and problems are up-to-date
* Ensure all technical and non-technical documentation is up-to-date
* Contribute to management reports

Critical Success Factors

* Achieving high levels of user satisfaction
* Demonstration of ownership of problems
* Measured contribution towards the reduction of aged problems
* Measured contribution towards maintaining a level of expectations with customers internally/externally for services provided
* System availability meets agreed SLA
* Incidents and problems are resolved within OLA and SLA
* Delivering projects within agreed timeframes
* Comply with departmental procedures and policies
* Reduced count of Incidents Raised by Known Errors

Job ID :


Posted On :


Location :

Denver, CO US

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