Level 3 Application Support

Company Name:
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:
ΓΆΒ ΒΆ Re-creation, analysis, troubleshooting, and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms.
ΓΆΒ ΒΆ Determination of root cause of incidents (configuration vs. defect)
ΓΆΒ ΒΆ Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents
ΓΆΒ ΒΆ Installation of applications in supported environments.
ΓΆΒ ΒΆ Deployment of application upgrades and fixes
ΓΆΒ ΒΆ Responding to automated alerts on the health of systems
ΓΆΒ ΒΆ Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of applications
ΓΆΒ ΒΆ Performing routine audits of systems for the purpose of preventative maintenance of applications and reporting on their status
ΓΆΒ ΒΆ Adhere to E&Y; and ITIL guidelines for Incident, Problem and Change Management.
ΓΆΒ ΒΆ Effective call management including logging, monitoring / updating, prioritising and resolving calls in a timely fashion.
ΓΆΒ ΒΆ Ensures all work is carried out and documented in accordance with required standards, methods and procedures.
Analytical/Decision Making Responsibilities:
ΓΆΒ ΒΆ Selects appropriately from applicable standards, methods, tools and applications and use accordingly.
ΓΆΒ ΒΆ Demonstrates analytical and systematic approach to problem solving.
ΓΆΒ ΒΆ Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences.
ΓΆΒ ΒΆ Is able to plan, schedule and monitor work activities in order to meet time and quality targets.
ΓΆΒ ΒΆ Is able to absorb rapidly new technical information, business acumen, and apply it effectively.
ΓΆΒ ΒΆ 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:
ΓΆΒ ΒΆ Actively participate in the firms' performance management and development process co-developing Annual Plans with appointed counselor.
ΓΆΒ ΒΆ Provide advice and guidance to colleagues where required.
Knowledge and Skills Requirements:
ΓΆΒ ΒΆ Demonstrable knowledge of Windows 2003/2008/2012 server O/S
ΓΆΒ ΒΆ Demonstrable knowledge of Analytics and/or Datawarehouse systems
ΓΆΒ ΒΆ Demonstrable Intermediate to Advanced knowledge of web platforms such as IIS, Weblogic, WebSphere, Apache, Tomcat etc.
ΓΆΒ ΒΆ General understanding of networking (LAN/WAN/Loadbalancing/DNS/Proxies/DMZ) concepts
ΓΆΒ ΒΆ Ability to read and understand code (Code-competency) for diagnosis, escalation to tier 4 teams
ΓΆΒ ΒΆ Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc.
ΓΆΒ ΒΆ Understanding of n-Tier application architecture concepts
ΓΆΒ ΒΆ Familiarity with SQL DBMS interface and integrated tools
ΓΆΒ ΒΆ Creation of simple SQL queries, running pre-defined scripts, configuration, security, and interpreting logs and traces.
ΓΆΒ ΒΆ General understanding of various IT security concepts as they relate to production environments.
Desired technical experience & qualifications
ΓΆΒ ΒΆ Knowledge of at least one of the following platforms: Spotfire, Hyperion, BusinessObjects, SPSS Modeler
ΓΆΒ ΒΆ Application knowledge of Hyperion Reports (Financial Reporting) , Hyperion Analyzer (Web Analysis)
ΓΆΒ ΒΆ Experience with Windows Batch/Powershell Scripting
ΓΆΒ ΒΆ Experience supporting applications in shared or virtual environments
ΓΆΒ ΒΆ Windows Systems in an Active Directory environment
ΓΆΒ ΒΆ Excel and MSOffice
ΓΆΒ ΒΆ MS SQLServer or Oracle RDBMS
ΓΆΒ ΒΆ 3+ years in Application Management, Operational Support environment/discipline
ΓΆΒ ΒΆ Degree in Computer Science or related discipline.
ΓΆΒ ΒΆ Further or Higher education standard qualification.
ΓΆΒ ΒΆ Fluent in English language, written and verbal
ΓΆΒ ΒΆ Other key languages as required
Certification Requirements:
ΓΆΒ ΒΆ Certification for Hyperion Essbase or SAP BusinessObjects Enterprise
ΓΆΒ ΒΆ ISEB Certificate in Application Management Essentials
ΓΆΒ ΒΆ Level 3, 4 and 5: S/NVQ for Information / Communication Technology Professionals
ΓΆΒ ΒΆ MCSE/MCST/MCITP - Microsoft Certification
ΓΆΒ ΒΆ RHCE/RHCSA - RedHat Certification
ΓΆΒ ΒΆ ITIL Foundation Certificate in IT Service Management
Other Requirements:
ΓΆΒ ΒΆ Participate in a shift pattern/on-call rotation
ΓΆΒ ΒΆ On Call and weekend coverage
ΓΆΒ ΒΆ Flexibility in scheduling with a willingness to work extra & non-standard hours
ΓΆΒ ΒΆ Ability to work well within a multi-disciplinary team structure, but also independently
ΓΆΒ ΒΆ Strong interpersonal and verbal and written communication skills
ΓΆΒ ΒΆ Ability to meet agreed deadlines, with demonstrable Productivity (Incident Completions etc.)
ΓΆΒ ΒΆ Culturally diverse and inclusive.
ΓΆΒ ΒΆ Required to work in a virtual environment

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