Application & Systems Analyst (L1 Support)

August 7, 2024August 7, 2024
by Mobileware

Profile summary:

We are looking for passionate, self-motivated technical individuals that have the desire and capability to think outside the box to solve complex problems. The Application & Production Support Engineer acts as the main point of contact for technical issues and works collaboratively with software development, and quality teams, to facilitate problem solving. This role will suit an individual who excels in a challenging and dynamic environment, enjoys providing world-class support and is having a high level of customer centricity. The role is to be part of our ‘Application and Production Support’ and requires either a prior experience or a demonstrated aptitude, for a mix of abilities for applications and systems technical support, priority management, and work coordination; depending on level.

About the role:

The key role responsibilities are as follows:

Takes end to end Ownership of ‘Application Support for Production Systems’ Issues resolution, system deployments, monitoring and associated compliance/certification testing, in consonance to mandated process/specifications requirements.
Responsible for providing the first-line of after-deployment technical support for applications and/or associated production systems diagnostics, and network health monitoring. [Resolve L1, and act as a support for L2 issues]
Responsible for execution of various compliances testing and financial systems certifications
Responsible for Deploying applications on client system or production environment
Responsible for Coordination and/or for deploying hands-on fixes, patches and software updates at the application level, and as appropriate at the network level including installing and upgrading applications, and configuring systems and applications
Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
Escalates complex problems to the Product Engineering and/or Systems Engineering, or to higher level of expertise within organization, along with observations from investigative and diagnostic assessments made thus far with possibilities scenarios
Supports root cause analysis and corrective, preventive action planning; and for documenting the learning from support experiences and escalated issues, to enhance the internal knowledge base, to continually monitor and track production systems, anticipate and address potential issues before they become issues; also, be monitoring network performance and validating production systems logs proactively
Monitor and track issue/incident tickets, through service desk and other channels, and research, diagnose, troubleshoot and identify solutions to resolve system / application issues, in a timely manner, while ensuring service level requisites (SLAs) are met or exceeded on the better side
Leverage problem solving skills periodically assess improvement opportunities in the workflows, and then work together in a small group to craft a pitch to present the idea to the decision makers, for accelerating continual improvements across functions
Application & Systems Analyst ensures that communications to key stakeholders are provided in a concise and timely manner
Provide some periodical and/or emergency support (i.e. on-call support), as may be needed from time-to-time

General Requirements:

B.Sc. – Computer Science, Information Technology or similar (BE/B-Tech. candidates may also be considered)
Additional relevant certifications in Java or similar, IT support, systems/networks, preferred
Typical relevant experience of 1 to 3 years is required and male candidates preferred
Good understanding of Databases like MYSQL, SQL, and J2EE application servers like Apache Tomcat; and working knowledge of basic network configuration
Good organizational skills and a keen attention to detail
Understanding of Deployment/configuration management
Understanding of DevOps and Release process compliance management
Understanding of network and systems management
Understanding of Lean/Agile practices and well-known modelling languages such as UML
Able to effectively influence and develop strong relationships with key stakeholders;
Strong Interpersonal skills
Strong MS – Office skills
Natural aptitude for trouble shooting & problem solving
Must be able to demonstrate a customer first approach to support
Should be flexible to work in rotational shifts, as per the business requirements