Dallas - Analyst, Application Support Lead
Dallas, TX

Job Description

Analyst, Application Support Lead

Summary

The Application Support Analyst Lead will document and communicate requirements as generated by IT peers or users to effectively manage the development and support that meet high levels of quality, security and performance. Effectively troubleshoot and provide resolutions to end-users related issues as a level 2 support resource across all the company. Effectively document design and development work in line with change management procedures. Perform basic configuration and set up to facilitate new functionality. Assist and mentor IT peers and users to solve problems and develop enhancements and analyze existing software programs and procedures, recommends additional programming methods and/or routines to improve efficiency.

KEY RESPONSIBILITIES

* Support and troubleshoot applications within the Greyhound stack using our Service Now incident management system
* Work directly with customers/business and assist other team members to resolve issues within our defined SLA's
* Work on a week long on-call rotation as a major incident coordinator for Greyhound applications
* Monitor applications regularly via multiple vendor dashboards
* Resolve incidents within Service Now, our incident management system
* Constantly learn and improve technical knowledge and expertise during software development
* Create Requests for Change (RFC) for all changes implemented by or requested by Application Support
* Assist more junior staff members with technical knowledge and system expertise.
* Attend Change Advisory Board (CAB) on a weekly basis for awareness of system and infrastructure changes
* Provide guidance for others on the team on ITIL process
* Create scripts as needed for monitoring applications
* Create support scripts for the team to use for reoccurring issues
* Adhere to all Greyhound corporate guiding principles, processes, policies, standards and procedures
* Support and manage third-party cloud-based applications, such as Software as a Service (SaaS), Platform as a Service) PaaS, etc.
* Assist with vendor management and Service Level Agreement (SLA) accountability.

QUALIFICATIONS

* Bachelor's Degree in MIS, Computer Science or equivalent work experience strongly preferred
* ITIL Foundation Certification a plus
* 5-8 years of experience within application support
* 1-3 years of experience setting up and supporting monitoring solution (IE. Nagios, Zabbix, HP OpenView etc.)
* 3-5 years of experience within application support residing on Linux or windows
* 3-5 years of experience troubleshooting Java or .Net based applications
* Knowledge of other technologies is a plus (HTML, Perl, PowerShell, bash, ksh or others)
* Extension Knowledge of working with Middleware Application such as JBoss, IIS, HTTP Server, PHP.
* Experience in an Ecommerce 24/7 environment.
* Knowledge of SiteCore, Accertify, working knowledge of Load Balancing (a plus)
* Excellent Troubleshooting Skills
* Experience supporting third-party and cloud-based applications and services