Application Support Analyst

Job Description: Manages user requests & incidents in a timely manner. • Prioritizes User requests based on their urgency, their criticality and their context. Ensure all incidents investigation and follow-up in case of third-party / vendor involvement, communication and pushes for resolution including workaround identification. • Ensures adequate and efficient communications toward users, senior management and other IT stakeholders during incident management process (major or minor). • Ensures Daily support tasks. • Ensures sanity checks are performed (morning, evening) and on-calls duty. • Contributes to change requests, urgent data modifications and INTPRODs executions. • Escalates issues if need be, but remains the main point of contact for the user. • Pushes for sustainable resolutions and sustain knowledge management. • In case of Incident, ensures root cause is properly identified and remediation actions defined and prioritized (Problem Management). • Contributes to major incident reports and post-mortems when required. • In case of recurrent Request/incidents, pushes for the creation of a Feature Development/bugfix, or automation. • Keeps the support documentation up-to-date. • Acts as the IT Run preferred communication channel with all stakeholders. • Contributes to Major events (BCP, Disaster recovery, Production interventions, etc.) synchronizing with other Support engineers, Users, and CAGIP stakeholders. • May extend his activities to complementary tasks like Testing or BA if part of the squad. • Must have skills as Good communicator, who can transalate technical issues in Simple language which is understandable and relatable with Business and Operations. Requirements: • Solution oriented, business focused with a mindset to constantly improve production quality and stability. • Have basic technical skills e.g. SQL, Unix, Microservices, CI/CD tolls etc. • Excellent analytical skills. • Ability to multi task and manage stress while maintaining empathy for end users. • Exposure to Monitoring tools & Automation. • Good communicator and have managed Operations & Business. • Problem-Solving mindset with orientation towards Continues Improvement. • The candidate should have minimum 4 year’s experience in application support, with exposure in Banking industry (is a plus).