Application Support Analyst

Boardroom Appointments; Randburg; On-site; ZAR 520,000 - 680,000; Full time

Job summary

Boardroom Appointments is seeking an Application Support Analyst to provide second-line support for critical business applications. You will resolve incidents, analyse defects, and collaborate with delivery and architecture teams on platform design and configuration.

Requirements include 3–5 years in application support, experience with Oracle/SQL Server, Web Methods, API concepts, and a high-availability environment. Suitable for candidates in Gauteng Randburg region.

Qualifications

• Matric with relevant diploma or degree preferred.
• 3–5 years in application support environment.
• Experience in high availability environments and multiple operational instances.
• Hands-on with Oracle, SQL Server, Web Methods and API concepts.

Responsibilities

• Provide high quality operational and technical application and systems support to customers and internal business functions.
• Provide second line support to NOC, ServiceDesk and Business Desk teams.
• Resolve incidents and service requests within SLAs and MTTR targets.
• Document defects and provide analysis to solution teams.
• Develop scripts and aids for diagnostics and operations.
• Collaborate with Solution Delivery and Architecture teams on platform design and configuration.
• Participate in deployment handover sessions and disaster recovery exercises.
• Generate monthly reports tracking progress and benefits.
• Build relationships with key stakeholders across the business.

Skills

3-5 years experience

Application support

Incident management

Problem solving

Stakeholder liaison

Education

matric

Diploma

Bachelor's degree advantage

Tools

Oracle

SQL Server

Web Methods

Web Services

SOA

REST/SOAP APIs

SharePoint

F5

SSIS/SSRS

Job description

About the job Application Support Analyst

Key purpose:

Provide high quality application and systems support, understand the nature and business impact of requests and perform the required analyses and provide second line support for technical and functional solutions.

Duties and responsibilities:

• Provide high quality operational and technicalapplication and systems support to customers and
  internal business functions
• Provide second line support service to NOC, ServiceDesk, Business Desk SA and Business Desk MAH
• Resolve incidents, problems, service requests andchange requests in line with business priorities: Resolve calls logged within the agreed MTTR(Mean time to resolve) included in agreed SLAs andEnsure Incident / Request updates are at anacceptable quality
• Document and provide analysis of defects to solutionteams
• Create diagnostic scripts and other aids per system e.g.,simple diagnostic question sheets, historical records,known error lists, predefined extract scripts, etc.
• Collaborate with the Solution Delivery teams andArchitectural teams with regards to planning, designing,
  architecture development and configuration of thetechnical platforms for the Application Support portfolio
• Participate in deployment handover sessions
• Be available to the business and support leads foroperational support
• Involvement in internal projects
• Assist with On-The-Job training
• Participate in Priority warroom sessions
• Participate in disaster recovery exercises
• Generate and execute scripts related to daily supportrequirements
• Ensure the consistency and stability of the environmentand produce SOPs for day-to-day operations
• Minimising adverse impacts of Incidents and Problemson the business and preventing reoccurrence ofIncidents
• Proactively monitoring of and fixing system and datarelated errors
• Consult with business to identify business problems andopportunities to enhance existing processes
• Provide advice in the support and maintenance ofsystems
• Contribute to continuous improvement by usingtechnology and improving processes
• Stay current on industry practices and trends
• Conduct quality control protocols to reduce errors andimprove the effectiveness of production systems
• Create monthly reports to track progress of solutionsagainst identified benefits
• Developand maintain relationships with keystakeholders across the business

Qualifications and experience:

• Matric
• Related Diploma
• Bachelor's Degree Advantageous
• At least 3-5 years in an application support environment
• Experience working in a high availability environment with multiple operational instances
• Hands-on experience with some of the following disciplines:
• Oracle, SQL Server
• Web Methods
• Web Services
• Automation / Scheduling tools / frameworks
• SOA
• SQL
• SharePoint
• F5
• SQL Server Integration Services
• SQL Server Reporting Services
• ESB
• Working knowledge of API-based services (e.g.,REST, SOAP)
• Understanding of basic integration concepts
• Basic knowledge of the Agile and Software Development Life Cycle (SDLC) processes, cloud
  computing, ITIL, COBIT