Job Overview
As an Application Support Analyst for Knowledge & Information Team, you will be accountable for providing operational support to business users across CC offices globally. This role will be the expert within the DevOps team for the services and tools we utilize. You will help to maintain the service level agreements and be always available for monitoring operations tasks. You will work together with the Development Teams to resolve application issues. You will do continual analysis of the end-to-end services provided by us; identifying and implementing tool, automation and process improvements to increase application resiliency – with the goal of avoiding or minimizing outages and impacts. You should be able to lead and execute specific activities related to application maintenance and support while working with several vendors.
Who you will work with
You will work with a high performing Application Support Team. And this role gives you an exciting opportunity to shape a team of experienced Application Support Analysts.
What you will be responsible for
- Solve complex/medium complexity business problems using technical knowledge in the DevOps environment
- Work and support Change & Release Management to enhance applications in enterprise systems
- Implement processes to maintain applications systems in production environment with controlled evaluation of any downtime
- Help to manage timely resolution or escalation of incidents within the environment. Understand the global and local impact across teams to manage application interdependencies
- Must be able to communicate the impact and solutions of application/system problems in business language
What you will do
- Provide and coordinate required maintenance and optimization solutions ensuring business application integrity
- Complete DevOps activities on time and within Standard Level Agreements
- Help and maintain the supported applications health in different environments
- Help to progress change management by deploying the latest application versions in all supported environments
- Keep the lights on by liaising with onshore stakeholders and application vendors in different parts of the world
- Third Level troubleshooting support for both on-premises and cloud applications hosted on CC intranet and vendor hosted platforms
- Work closely with other IT teams such as external vendors, Development, Networks, Security, Desktop, Exchange and Systems to investigate for the root cause analysis
- Support User Requests via I.T Ticketing Tracking system – ServiceNow
- Substantial technology experience of more than 3 years in owning support of complex applications in Web, Windows or Cloud environment
- Should be comfortable in various SQL Server versions with at least 2019 and above
- Knowledge of Microsoft Windows 10 & Windows Server 2016 server and above
- Sound knowledge on Web Servers: IIS 7 and above and Windows Services
- Awareness about IT infra such as VMs, Active Directory, Azure Active Directory, DNS proxy, Security skills – Firewalls
- Must have intermediate level of knowledge and hands-on experience in ITIL version 3.5 and above processes
- Basic knowledge of SharePoint Online platform and M365 suite
- Basic knowledge of Active Directory, SQL, Azure AD, Exchange Online and office products
- Hands‐on experience in writing basic Power shell scripts for various tasks
- Troubleshoot the issues related to Windows and Web Applications, SQL Server 2016/2019 and Services hosted in IIS/WCF
- Knowledge about .Net technologies C# 4.0 or higher, MVC, WCF and associated technologies
- Flexible to work in UK business hours and open to provide operational support during the weekends for both deployment and critical business outages (if required)
- Must be able to handle pressure situations, especially during P1/2 cases, with high confidence
- Possess good command over both written and verbal communication skills
- Good knowledge of vendor and service management
- L3 troubleshooting support for internal and external web applications
- Maintain & build standard and documentation for all environments.
- Logical thinking and excellent verbal and written communication