L1 Application Support - PN/AL

Job Summary

IT Systems Analyst is the first point of contact for day-to-day production operations of business applications supporting incident and service request, including problem and change management. This role requires to perform ticket triage and troubleshooting with extensive coordination with business users, vendor and/or technology teams to ensure timely resolution on reported issues, requests, and problems in accordance with SLA.

JOB DESCRIPTION

Role and Responsibilities

• Primary contact to all regional and local business unit (LBU) stakeholders/users.
• Coordinate on day-to-day incidents and service requests with users/Infra/functional teams and escalate to vendor if required.
• Coordinate with vendor on root cause analysis and apply permanent fixes to production.
• Perform daily health checks, post patching, and post change implementation testing.
• Proactively track on operational issues to improve application stability and performance.
• Collaborate within the team for service improvement plans and extend ad-hoc support when required.
• Create/update application PowerBI Dashboard(s) such as Usage Report
• Create/update Support Model Documents, User Manuals, Technical Procedures, etc. when required.
• Participate in periodic disaster recovery drills.
• Participate in SOX audit exercises and remediation.
• Participate and support for half-yearly ID revalidation exercises.

Qualifications

• A bachelor's or graduate's degree in Computer Science, Information Technology, or equivalent.
• Minimum 5 years of experience working as an IT Application Support or Systems Analyst in a large enterprise.
• Experience on cloud technologies, Azure Infra, DevOps/Terraform, Storage Account & ACL, Windows File server management, Networking, MSSQL, PowerBI, PowerApp/PowerAutomate, PowerShell, Python.
• Experience in troubleshooting application installed on Windows platform.
• Knowledge on Google Cloud Platform, Databricks, and Azure Data Factory is a plus.
• Knowledge on BAU operations, incident management, service request management and change request management processes.
• Ability to support complex critical application systems in a production environment.
• Strong technical and troubleshooting skills with attention to detail.
• Exceptional documentation skills.

Additional skills

• Excellent analytical, problem-solving, customer-service, and communication skills.
• Ability to handle stressful situations with can-do attitude.
• Independent and self-motivated individual with good business acumen.

Job Summary

IT Systems Analyst is the first point of contact for day-to-day production operations of business applications supporting incident and service request, including problem and change management. This role requires to perform ticket triage and troubleshooting with extensive coordination with business users, vendor and/or technology teams to ensure timely resolution on reported issues, requests, and problems in accordance with SLA.

JOB DESCRIPTION

Role and Responsibilities

• Primary contact to all regional and local business unit (LBU) stakeholders/users.
• Coordinate on day-to-day incidents and service requests with users/Infra/functional teams and escalate to vendor if required.
• Coordinate with vendor on root cause analysis and apply permanent fixes to production.
• Perform daily health checks, post patching, and post change implementation testing.
• Proactively track on operational issues to improve application stability and performance.
• Collaborate within the team for service improvement plans and extend ad-hoc support when required.
• Create/update application PowerBI Dashboard(s) such as Usage Report
• Create/update Support Model Documents, User Manuals, Technical Procedures, etc. when required.
• Participate in periodic disaster recovery drills.
• Participate in SOX audit exercises and remediation.
• Participate and support for half-yearly ID revalidation exercises.

Qualifications

• A bachelor's or graduate's degree in Computer Science, Information Technology, or equivalent.
• Minimum 5 years of experience working as an IT Application Support or Systems Analyst in a large enterprise.
• Experience on cloud technologies, Azure Infra, DevOps/Terraform, Storage Account & ACL, Windows File server management, Networking, MSSQL, PowerBI, PowerApp/PowerAutomate, PowerShell, Python.
• Experience in troubleshooting application installed on Windows platform.
• Knowledge on Google Cloud Platform, Databricks, and Azure Data Factory is a plus.
• Knowledge on BAU operations, incident management, service request management and change request management processes.
• Ability to support complex critical application systems in a production environment.
• Strong technical and troubleshooting skills with attention to detail.
• Exceptional documentation skills.

Additional skills

• Excellent analytical, problem-solving, customer-service, and communication skills.
• Ability to handle stressful situations with can-do attitude.
• Independent and self-motivated individual with good business acumen.