Application Support Analyst

Overview

In this role you resolve production incidents and support both production and test systems to maintain high availability. You will contribute to IT strategy by improving production processes, tools and expertise, and lead or coach peers when appropriate. You participate in deployments, site switches, and RDR tests, communicating complex issues clearly to stakeholders. You will develop automation and scripting to scale support and handle large changes with minimal supervision.

Responsibilities

• Resolve production incidents and support both production and test environments
• Lead process improvements and tooling enhancements for production support
• Participate in deployments, site switches, and RDR test occasions
• Communicate complex technical issues clearly to business users and internal stakeholders
• Assess impact of large-scale changes on production and implement or coordinate changes
• Code in a programming language and perform development activities for large-scale changes
• Create or amend scripts/macros to maintain or improve support tools
• Provide specialist functions such as DBA or performance testing as needed
• Coach or mentor colleagues as an informal team lead when experienced

Key requirements

• Experience in application support/service support on a Linux platform
• Ability to write SQL statements and shell scripts
• Exposure to Java, Kafka, and OpenShift is advantageous
• Strong analytical, troubleshooting and problem-solving skills
• Self-starter with proactive, autonomous working style
• Familiarity with software development life cycle and incident management
• Experience assessing large-scale changes and their impact on production
• Capacity to perform development activities for large-scale changes

• Analytical thinking
• Troubleshooting
• Proactive/self-starting
• Linux administration
• SQL scripting
• Shell scripting

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