DL
Application Support Analyst
Diverse Lynx India
Location not stated
2 months ago
- ITIL
- Incident Management
- SQL
- Unix
- Microservices
- CI/CD
- Disaster Recovery
2 months ago
Relevant Exp : Minimum 4 years' experience in application support, with exposure in Banking industry.
Mandatory Skills:
- ITIL Incident Management
- Banking domain
- Have basic technical skills e.g. SQL, Unix, Microservices, CI/CD etc.
Location – Airoli, Mumbai
Work Mode – All 5 days work from office for first 3 months and then 3 days work from office hybrid mode.
Position
AsApplication Support Analyst, It's a L1 & L2 role for Global Support, you will be involved with Incident communication, Problem follow-up, transversal coordination of key initiatives to provide support for both the Asian and Europe Region.
This position is part of a support team for Cash Management Banking applications. They are deployed across ASIA & EMEA in multiple entities which targets to:
- Payments – India domestic
- Channels – Cash management
- Financial reporting – Local Regulator & Head Office.
The solutions are built and supported in Paris, India and Singapore.
Scope of Work
- To ensure 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).
- Continuous improvement :
- be part of improvement initiatives in term of technology, automation, tooling, to improve efficiency and practices for the support team
- 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 skllls as Good communicator, who can transalate technical issues in Simple language which is understantable and relatable with Business and Operations.
Required Skills
- 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 tools etc.
- Excellent analytical skills
- Ability to multi task and manage stress while maintaining empathy for end users.
- Experience in leading transformation/Implementation forMonitoring tools & Automation.
- Strong experience incommunicating and managing Operations & Business.
- Problem-Solving mindset with orientation towardsContinues Improvement.
- Must have prior experience inaligning with Management.
- Functional knowledge of similar kinds
Experience
- The candidate should have minimum 4 year's experience in application support, with exposure in Banking industry.
Application Support Analyst · Diverse Lynx India