Application Support Analyst

3 weeks ago

Montreal, Canada Axelon Services Corporation Full time
Application Support Analyst

Shift Timings: 12pm EST 08.30pm EST. Mostly will be 1 Sunday in a month. Same timings for Sunday shift and it will be in rotation with in team members
MAIN RESPONSIBILITIES

"Monitoring and supporting the day-to-day production activities.
"Trouble shooting technical and functional issues raised by user and provide resolution within SLA based on the priority and impact.
"Develop good understanding of the existing applications (functional & technical)
"Diagnosing and resolving incidents within SLA.
"Ensure daily communication & transition with teams from other time zones.
"Mandatory control measures to be applied to avoid recurrent Incidents.
"Contribute to maintain a very stable BAU to send deliverables on time and match with the deadlines.
"Flexible approach to working hours to meet the demands of the team. Willing to work in different day if required.
"Provide guidance, instruction, direction to their team and help team create and maintain shared team values.
"Testing of new functionalities.
"Internal Global Communication between Client IT and development teams.
"Providing an added value to set efficient work around in BAU.
"Analysis and solving technical issues during production phases, raise problem/change requests if required, ensure the follow up of issues until the delivery of patch corrections.
"To assist with the streamlining of the support area i.e. suggesting where procedures can be improved without the introduction of risk.
"Perform level 1/2 support and complex analysis of reported issues/incidents, and evaluate alternative business solutions and workarounds to minimize the impacts. Ensure issues are identified, tracked and resolved in a timely manner.
"Avoiding recurring incidents
"Closely follow up all production alerts & monitoring dashboards.
"Ensure excellent communication, reporting and escalation as and when needed.
The position consists in providing support for the corresponding list of applications in a cross-regional environment, in a follow-the-sun model. It also encapsulates Incidents, change, problem and service Request and Release Management as part of the Service Management Catalogue in line with defined Standard Operating Procedure. Being a follow-the-sun model, Candidate will be expected to work on alternating shifts.
Candidate having an exposure to ITIL V3, capable of participating critical initiative within the Team, interact with Quality Control and Reporting Teams in the production of Key Performance Indicators and exposure/experience towards follow-the-sun model may be favored.

KEY SKILLS AND QUALIFICATIONS

"Bachelor s degree in computer/IT/Software engineering required; advanced degree considered a plus.
"Minimum 5years Sentry experience.
"Knowledge of ITIL and Incident Management.
"Expert knowledge and experience in SQL Queries (Oracle SQL / PL-SQL/ Sybase)
"Knowledge of Dynatrace.
"Expert Knowledge & experience of working in Unix/Linux environment.
"Knowledge of schedulers (Autosys, Control M), DataStage WTX and file transferring (CFT/FTP/MQ) would be an advantage.
"Knowledge of cloud computing.
"Knowledge of programming language (C. C++, Java, .Net).
"Good written and spoken English
"Must have worked on Collecting Metrics & Analyzing the request/tickets
"Able to communicate efficiently
"Good Team Player
"French/English

Domain :
" Prior business analysis experience in Sentry support environment.

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