Level 3 Application Support
Company Name:
Arca24.com
Salary period: Annual
Additional classifications: Engineering
Job
Summary:
Postholder performs operational and Tier 3 level support for production applications in a range of business portfolios. Responsibilities involve the daily management of incidents, operational maintenance and support, development support, and proactive/preventative analysis of systems.
Postholder will demonstrate knowledge of key business processes, products and services, within agreed areas of expertise.
Essential Functions of the Job:
The scope of this role includes but is not limited to:
Re-creation, analysis, troubleshooting, and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms.
Determination of root cause of incidents (configuration vs. defect)
Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents
Installation of applications in supported environments.
Deployment of application upgrades and fixes
Responding to automated alerts on the health of systems
Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of applications
Performing routine audits of systems for the purpose of preventative maintenance of applications and reporting on their status
Adhere to E&Y; and ITIL guidelines for Incident, Problem and Change Management.
Effective call management including logging, monitoring / updating, prioritising and resolving calls in a timely fashion.
Ensures all work is carried out and documented in accordance with required standards, methods and procedures.
Analytical/Decision Making
Responsibilities:
Selects appropriately from applicable standards, methods, tools and applications and use accordingly.
Demonstrates analytical and systematic approach to problem solving.
Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences.
Is able to plan, schedule and monitor work activities in order to meet time and quality targets.
Is able to absorb rapidly new technical information, business acumen, and apply it effectively.
Good appreciation of wider field of information systems, its use in relevant employment areas and how it relates to the business activities of the employer or client.
Supervision
Responsibilities:
Actively participate in the firms' performance management and development process co-developing Annual Plans with appointed counselor.
Provide advice and guidance to colleagues where required.
Requirements
Knowledge and Skills Requirements:
Demonstrable knowledge of Windows 2003/2008/2012 server O/S
Demonstrable knowledge of Analytics and/or Datawarehouse systems
Demonstrable Intermediate to Advanced knowledge of web platforms such as IIS, Weblogic, WebSphere, Apache, Tomcat etc.
General understanding of networking (LAN/WAN/Loadbalancing/DNS/Proxies/DMZ) concepts
Ability to read and understand code (Code-competency) for diagnosis, escalation to tier 4 teams
Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc.
Understanding of n-Tier application architecture concepts
Familiarity with SQL DBMS interface and integrated tools
Creation of simple SQL queries, running pre-defined scripts, configuration, security, and interpreting logs and traces.
General understanding of various IT security concepts as they relate to production environments.
Desired technical experience & qualifications
Knowledge of at least one of the following platforms: Spotfire, Hyperion, BusinessObjects, SPSS Modeler
Application knowledge of Hyperion Reports (Financial Reporting) , Hyperion Analyzer (Web Analysis)
Experience with Windows Batch/Powershell Scripting
Experience supporting applications in shared or virtual environments
Windows Systems in an Active Directory environment
Excel and MSOffice
MS SQLServer or Oracle RDBMS
Experience:
3
years in Application Management, Operational Support environment/discipline
Education:
Degree in Computer Science or related discipline.
Further or Higher education standard qualification.
Fluent in English language, written and verbal
Other key languages as required
Certification Requirements:
Certification for Hyperion Essbase or SAP BusinessObjects Enterprise
ISEB Certificate in Application Management Essentials
Level 3, 4 and 5: S/NVQ for Information / Communication Technology Professionals
MCSE/MCST/MCITP - Microsoft Certification
RHCE/RHCSA - RedHat Certification
ITIL Foundation Certificate in IT Service Management
Other Requirements:
Participate in a shift pattern/on-call rotation
On Call and weekend coverage
Flexibility in scheduling with a willingness to work extra & non-standard hours
Ability to work well within a multi-disciplinary team structure, but also independently
Strong interpersonal and verbal and written communication skills
Ability to meet agreed deadlines, with demonstrable Productivity (Incident Completions etc.)
Culturally diverse and inclusive.
Required to work in a virtual environmentEstimated Salary: $20 to $28 per hour based on qualifications.
Arca24.com
Salary period: Annual
Additional classifications: Engineering
Job
Summary:
Postholder performs operational and Tier 3 level support for production applications in a range of business portfolios. Responsibilities involve the daily management of incidents, operational maintenance and support, development support, and proactive/preventative analysis of systems.
Postholder will demonstrate knowledge of key business processes, products and services, within agreed areas of expertise.
Essential Functions of the Job:
The scope of this role includes but is not limited to:
Re-creation, analysis, troubleshooting, and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms.
Determination of root cause of incidents (configuration vs. defect)
Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents
Installation of applications in supported environments.
Deployment of application upgrades and fixes
Responding to automated alerts on the health of systems
Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of applications
Performing routine audits of systems for the purpose of preventative maintenance of applications and reporting on their status
Adhere to E&Y; and ITIL guidelines for Incident, Problem and Change Management.
Effective call management including logging, monitoring / updating, prioritising and resolving calls in a timely fashion.
Ensures all work is carried out and documented in accordance with required standards, methods and procedures.
Analytical/Decision Making
Responsibilities:
Selects appropriately from applicable standards, methods, tools and applications and use accordingly.
Demonstrates analytical and systematic approach to problem solving.
Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences.
Is able to plan, schedule and monitor work activities in order to meet time and quality targets.
Is able to absorb rapidly new technical information, business acumen, and apply it effectively.
Good appreciation of wider field of information systems, its use in relevant employment areas and how it relates to the business activities of the employer or client.
Supervision
Responsibilities:
Actively participate in the firms' performance management and development process co-developing Annual Plans with appointed counselor.
Provide advice and guidance to colleagues where required.
Requirements
Knowledge and Skills Requirements:
Demonstrable knowledge of Windows 2003/2008/2012 server O/S
Demonstrable knowledge of Analytics and/or Datawarehouse systems
Demonstrable Intermediate to Advanced knowledge of web platforms such as IIS, Weblogic, WebSphere, Apache, Tomcat etc.
General understanding of networking (LAN/WAN/Loadbalancing/DNS/Proxies/DMZ) concepts
Ability to read and understand code (Code-competency) for diagnosis, escalation to tier 4 teams
Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc.
Understanding of n-Tier application architecture concepts
Familiarity with SQL DBMS interface and integrated tools
Creation of simple SQL queries, running pre-defined scripts, configuration, security, and interpreting logs and traces.
General understanding of various IT security concepts as they relate to production environments.
Desired technical experience & qualifications
Knowledge of at least one of the following platforms: Spotfire, Hyperion, BusinessObjects, SPSS Modeler
Application knowledge of Hyperion Reports (Financial Reporting) , Hyperion Analyzer (Web Analysis)
Experience with Windows Batch/Powershell Scripting
Experience supporting applications in shared or virtual environments
Windows Systems in an Active Directory environment
Excel and MSOffice
MS SQLServer or Oracle RDBMS
Experience:
3
years in Application Management, Operational Support environment/discipline
Education:
Degree in Computer Science or related discipline.
Further or Higher education standard qualification.
Fluent in English language, written and verbal
Other key languages as required
Certification Requirements:
Certification for Hyperion Essbase or SAP BusinessObjects Enterprise
ISEB Certificate in Application Management Essentials
Level 3, 4 and 5: S/NVQ for Information / Communication Technology Professionals
MCSE/MCST/MCITP - Microsoft Certification
RHCE/RHCSA - RedHat Certification
ITIL Foundation Certificate in IT Service Management
Other Requirements:
Participate in a shift pattern/on-call rotation
On Call and weekend coverage
Flexibility in scheduling with a willingness to work extra & non-standard hours
Ability to work well within a multi-disciplinary team structure, but also independently
Strong interpersonal and verbal and written communication skills
Ability to meet agreed deadlines, with demonstrable Productivity (Incident Completions etc.)
Culturally diverse and inclusive.
Required to work in a virtual environmentEstimated Salary: $20 to $28 per hour based on qualifications.
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