Our Client in the ICT industry is currently looking to hire an Application Support Analyst.
Business Purpose / Objective
Administration, maintenance and Tier II line support for the Group enterprise systems. Responsible for maintaining, supporting, and upgrading existing systems and applications.
Reinforce quality standards and adherence to business best practice, adding value to business processes and significantly contributing to the operational excellence.
Ensures that all service level agreements (SLAs) for applications support services across the organisation are delivered according to specifications.
Responsibilities
Provide first line and second line support and maintenance services to all enterprise systems. Escalates and sources expertise when necessary.
Proactive monitoring of various production systems for performance, availability, and other critical parameters
Ensure adequate monitoring systems that provide timely, accurate, real-time, and historical data on performance and other critical parameters
Maintenance and administration of the Group enterprise system
Ensure the enterprise systems is adequately sized to meet SLA’s with the business
Define and monitor data and application availability for the enterprise system
Document and update processes and procedures in use for the enterprise system
Providing and monitoring SLAs and OLAs
Adequate communication to stakeholders on the state of any tickets assigned
Follow up and reporting on tickets escalated to third line support
Testing new system functionality before deployment into production environments
Test the achievement of supportability requirements for delivered solutions
Approvals for acceptance tests
Requirements
Degree in I.T
ITIL
Min 2 – 4 years in a similar position
Knowledge of insurance business and/or asset management will be an added advantage
Must be able to demonstrate a customer first approach to support
Natural aptitude for trouble shooting & problem solving
Have solid experience in a helpdesk or technical support environment
Highly organised and able to work on own initiative to complete the range of tasks required
Working knowledge of help desk software
The ability to liaise and communicate confidently and professionally with customer representatives at all levels
Ability to escalate problems to the appropriate IT group for resolution
Flexible and willing to work outside core business hours as required
Key Competencies
Customer service orientation problem analysis problem-solving adaptability team interaction planning and organizing attention to detail
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