Application Support Analyst

About the job
Scope of Work 
Manages user requests & incidents in a timely manner
- Prioritizes User requests based on their urgency, their criticality and their context. Ensure all incidents investigation and follow-up in case of third-party / vendor involvement, communication and pushes for resolution including workaround identification
- Ensures adequate and efficient communications toward users, senior management and other IT stakeholders during incident management process (major or minor).
Ensures Daily support tasks
- Ensures sanity checks are performed (morning, evening) and on-calls duty
- Contributes to change requests, urgent data modifications and INTPRODs executions
- Escalates issues if need be, but remains the main point of contact for the user
Pushes for sustainable resolutions and sustain knowledge management
- In case of Incident, ensures root cause is properly identified and remediation actions defined and prioritized (Problem Management)
- Contributes to major incident reports and post-mortems when required
- In case of recurrent Request/incidents, pushes for the creation of a Feature Development/bugfix, or automation
- Keeps the support documentation up-to-date
Acts as the IT Run preferred communication channel with all stakeholders
- Contributes to Major events (BCP, Disaster recovery, Production interventions, etc.) synchronizing with other Support engineers, Users, and CAGIP stakeholders.
- May extend his activities to complementary tasks like Testing or BA if part of the squad.
Must have skllls as Good communicator, who can transalate technical issues in Simple language which is understantable and relatable with Business and Operations.

Required Skills 
Solution oriented, business focused with a mindset to constantly improve production quality and stability.
Have basic technical skills e.g. SQL, Unix, Microservices, CI/CD tolls etc.
Excellent analytical skills
Ability to multi task and manage stress while maintaining empathy for end users.
Exposure to Monitoring tools & Automation.
Good communicator and have managed Operations & Business.
Problem-Solving mindset with orientation towards Continues Improvement.
Functional knowledge of similar kinds
  
Experience 
The candidate should have minimum 4 year’s experience in application support, with exposure in Banking industry (is a plus).