Sandton - The Application Support Analyst will support the Client Company’s systems, applications, and services by providing technical support to customers and partners around the world.
The Application Support Analyst will drive the resolution of non-major incidents and service requests in accordance with defined Service Level Agreements and Operational Level Agreements.
This role requires working flexible hours due to the 24 5 nature of the function. Passive standby during weekends is also required in the event of major incidents.
The ideal candidate will have experience supporting systems in production in a cloud-based environment. QualificationsA minimum of 3 years of experience in software development, web development, and / or systemBSc in Computer Sciences / Information Systems or equivalent IT tertiary qualificationFormal Java Qualification (Advantageous) Experience : More than 5 years of experience in an Application Service Desk and Development RoleCustomer support experience (Advantageous)ITSM Tools (ServiceNow experience Advantageous)SDLC experience (Advantageous) Knowledge : Java, SQL, JSON, GITAdvantageous : Android, iOS, Liferay, Oracle, Postgres, AWS, web services, microservices, ServiceNow, Dynatrace, Kibana, Power BI & REST Clients Requirements1st line troubleshooting, application of workarounds, and service restoration using available tools, knowledge base, and Standard Operating ProceduresInvestigate, debug, and troubleshoot code in order to resolve problems and defects.
Facilitate resolution of Incidents and Service Requests throughout the lifecycles and across various teams within the specified Service Level Agreements / Operational Level AgreementsAssist with communication, creation, maintenance, scheduling, and distribution of reportsEnsure all incidents logged to meet the minimum entry criteria to enable efficient debuggingApplication and verification of known solutions or Standard Operating Procedures to Incidents and Service Requests (e.
g., assisting with the restarting of services on request, data fixes, ad-hoc data extracts, and query executions, etc.)Proactive ticket status updates and escalation / follow-ups where applicableVerify resolution with end-users and resolve assigned Incidents and Service RequestsAssociate Incidents with other records (i.
e., Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) in order to provide input for continuous improvement initiatives regarding ticket trends and opportunities for improvement of processes and proceduresRecord and classify received alerts and events and initiate an immediate effort in order to restore a failed IT Service as quickly as possible as per severity classification and associated Service Level AgreementsAnalysis of logs in the error queue and initiating resolution with the respective resolver groupEvaluation and escalation of Incidents at risk of breaching Service Level Agreement / Operational Level Agreement to the Incident Team Leader / Manager according to the agreed priority and severity of the incidentCollaborate with other VG workstreams to troubleshoot and restore services in the event of outagesEscalate risks and issues to management timeously depending on severity and impactCreate and submit knowledge articlesProvide knowledge transfer and upskilling of direct subordinates, peers, and junior analystsAvailable for on-call and emergency response rotation as neededParticipate in Post-Mortem / Root Cause Analysis after each event to mitigate problem recurrenceReview records produced by Junior team members and provided recommendations for improvement and enhance processes where applicable.
Participate in various cross-functional forums and workstreams to contribute to the improvement and implementation of policies, frameworks, and standards