Technical System Analyst

Hands-on experience with some of the following disciplines:

• Oracle, DQL Server, MySQL
• Web Methods
• Web Services
• Automation/ Scheduling tools/ frameworks
• SOA
• F5
• SQL Server Integration Services
• SQL Server Reporting Services
• ESB
• Working knowledge of AP-based services (e.g. REST, SOAP)
• Scripting with any language
• Amazon Web Service (AWS)
• Experience working in a high availability environment with multiple operational instances
• Facilitation
• Structured analysis
• Command of the English Language

Responsibilities:

• Understand the nature and business impact of requests, perform the required analysis.
• Provide 2nd Line support for technical and functional solutions.
• To provide high quality and technical application and systems support to customers and internal business functions
• Provide a second line support service to NOC
• Resolve calls logged within the agreed MTTR (Mean time to resolve) is within the agreed SLAs
• Ensure Incident/ Request updates are at an acceptable quality
• Document and provide analysis of defects to solution teams
• Create diagnostic scripts and other aids per system e.g. simple diagnostic question sheets, historical records, known error lists, predefined extract scripts
• Proactively monitoring and fixing of systems, data related errors
• Collaborate with the Solution Delivery team, Architectural team in planning, design, architecture and configuration of the technical platforms for the Application and Support portfolio
• Participation within deployment handover sessions
• Be available to the business and support leads for operational support
• Ensure the consistency and stability of the environment and produce SOP for the day-to-day operation
• Minimizing the adverse impact of Incidents and problems on the business and preventing reoccurrence of Incidents
• Develop and improve reports to meet SLAs and communicate performance to stakeholders
• Provide weekly and monthly reporting on team activity
• Consult with business to identity business problems and opportunities to enhance existing processes
• Provide advice in the support and maintenance of the systems
• Stay current on industry practices and trends and contribute to continuous improvement using technology and improvement of processes
• Create monthly reports to track progress of solutions against identified benefits