Sr Support Analyst
Pune, India
2d ago

What will you be doing?

Application Support

  • Delivery of 2nd Line Application Support services for applications under support.
  • Be a Single Point of Contact for the end-user community
  • Follow the Incident Management process, procedures, and work instructions
  • Incident Resolution Coordination with 3rd parties - managing conf. calls
  • Route unresolved incidents to Back Office Support Staff
  • Provide the end-user with status updates concerning Incident records;
  • Identify opportunities for improvement
  • Obtain the technical and organisational knowledge required to perform these activities
  • Pro-actively keep informed of current and past Incidents, Problems and Known Errors (e.g. if there is a network outage, all Service Desk staff are to be aware)
  • If applicable, escalate to the Incident Management Process Manager
  • Maintain all formal controls, documents and records to auditable levels and in compliance with current AD Application Support operation procedures and documentation standards
  • Ensure key application functions and scheduled activities are completed in a timely manner and within SLA
  • As directed by Application Support manager, participate in project / change activities relating to the application(s) under support, including (but not restricted to current set).
  • Assistance to Support Manager

  • Management of day-to-day delivery of the application support services to the client from both external and internal suppliers and Barclay’s staff.
  • Resolution of operational issues within the Application Support teams, affecting the overall Application Service Delivery.
  • Measure and monitor the operational performance against agreed service level agreements and associated cost models.
  • Management of the implementation of change against client plans, service plans, business and benefits cases for the applications.
  • What we’re looking for :

  • Good knowledge of ITIL framework. ITIL certification preferred
  • Good knowledge of Tools like Service Now, Service First, Service Watch, Service Manager,
  • Prior experience in application support is desirable, but not mandatory
  • Application Support, & MaintenanceUnderstanding of Data Warehousing and ETL conceptsExpert in Ab Initio with good understanding of Ab Initio ComponentsProficient in performance tuning and optimization techniquesGood knowledge on scheduling tools.
  • Job Scheduler tool(TWS) Good understanding of a job scheduler tool preferably TWS.
  • Unix Good understanding about Unix Commands related to file handling, process management.Experience in Unix Shell Scripting to automate manual activitiesExposure in investigating Unix System issues such as Memory / CPU usage, etc.
  • Knowledge on AWK and SED will be an added advantage.

  • SQL / Oracle Should be able to write complex queries for data retrieval.Knowledge on Database Indexes, Synonyms, TriggersKnowledge on various types of Joins and its usageExperience on reading oracle AWR / ASH reportsExperience in identifying long-running SQLs and improving them.
  • Good understanding of the Banking Industry will be preferred but not mandatory.
  • Skills that will help you in the role :

  • Logical, analytical approach to problem solving
  • Effective team Leader and player
  • Flexible approach and ability to work under pressure
  • Consistent internal customer focus in a demanding environment
  • Sound time management and organisational skills
  • Good written and oral communications skills
  • Strong interpersonal and excellent communication skills
  • Effective man manager and team player with strong customer focus
  • Previous first or second line support experience
  • Where will you be working?

  • Pune
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