The Application Support Exxpert should handle all support requests; incident, problem and change management, and business continuity activities, to ensure flawless and quality delivery of services to end users. This is a critical role requiring a highly dedicated individual who can take ownership and provide procedural and technical support to various teams and internal/external stakeholders.
Provide second line client-facing technical support for issues escalated by first line support teams. Apply strong technical skills and good business knowledge together with investigative techniques and problem-solving skills to identify and resolve issues efficiently and in a timely manner. Work collaboratively with development team required for third line escalation.
Coordinate with product and delivery teams to ensure the App Support team is ready for new releases and engaged in early design of new enhancements
Work on initiatives and continuous improvement process around proactive application health monitoring, reporting, and technical support.
Requirement:
Good understanding of Application Support processes
Must be knowledgeable in programming languages, SDLC and experience in raising development bugs including priority assessment, high quality analysis, and detailed investigation. Understanding of agile methodology an advantage
Must have working knowledge in SQL and RDBMS - including stored procedures & complex joins. Ability to program in SQL is a plus
Must understand operating systems most especially Windows and Linux. Good scripting experience (preferably including python) an advantage
Must have fundamental knowledge of networking basics and topology. CCNA certification an advantage
Ideally familiar with monitoring tools such as Splunk, Centreon, Solarwinds and Monolith.
Ideally would have experience of working in the Finance Industry and/or experience of IHS Markit products
Ideally with working knowledge of Cloud computing and Microservices technology stack suck as AWS, Openshift, Docker, Elasticsearch etc.