Application Production Support

Mission and Objectives:
The APS Analyst (“Analyst”) is responsible and accountable for daily support and health of the production environment for multiple applications in the ALMT area. Such tasks include change, user request, incident, and problem management for the department. As required, functional support and user setup may be performed. The Analyst shall serve on a team which acts as the first point-of-contact (Level 1 and 2): the role will be to receive, to record, and to understand issues, to fix known issues, suggest improvements, route unknown issues to Level 3 support staff, and to then communicate the resolution to the requestor. Assist the user community to resolve technical issues. Coverage during weekend and off-hours are on an "as needed" basis.

Main Responsibilities:

Level 1 and 2 Support:

1. Active monitoring of production activities
2. Perform remediation steps when required
3. Interface with external IT communities to resolve incidents
4. Work with development community for Level 3 incident escalations
5. Log work and effort in support tracking application and work with team and management to reduce recurring issues
6. Available for after-hours support activities, when necessary

Change and Request Management:

1. Responsible and accountable for changes to the production environment for NAR applications
2. Work with development community for release prioritization
3. Ensure that requests for change adhere to Group and Department Policies
4. Available for after-hours and/or weekend change activities, when necessary

Reporting & Special Projects:

1. Participate in project elaboration phases to ensure application production team is aware of upcoming changes, and the team has required skills for supporting changes post-release
2. Regular reporting to line manager for prioritization and escalation
3. Conduct and participate in meetings with related communities
4. Perform control result analysis and reporting and take up corrective actions as needed
5. As required, take up project management responsibilities for special projects

Requirements:

Training and Occupational Experience:
Support role experience required ( >5 years’ experience)
Experience in Banking / Financial sector preferred
Kondor+ / Integrity experience preferred, but not mandatory

Essential Specific Requirements:

1. Strong database skills (Sybase, Oracle, MS SQL)
2. Unix/Linux hands on experience with knowledge of day-to-day commands
3. Windows servers hands on experience
4. Scripting experience (Shell, PowerShell)
5. Scheduling tools (Autosys)
6. Monitoring tools (Geneos)
7. Web application skills (Apache Tomcat, IIS)
8. Collaboration Frameworks (SharePoint)