Production services analyst

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Job Description Support Role

Job Summary:

We are looking for an Application Operations/Product Specialist. As the Application Specialist, you will be responsible to perform operational and Level 3 supports for production applications. You will also involve the daily management of incidents, operational maintenance and support, development support, and proactive or preventative analysis of systems. You should able to demonstrate knowledge of key business processes, products and services, within agreed areas of expertise. The role also includes coordinating with application teams to remediate system and application vulnerabilities identified by the Global Vulnerability Management team.

Essential Functions of the Job:

In your role as an Application Operations/Product Specialist you will be involved in:

• Re-creation, analysis, troubleshooting, and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms;
• To determine root cause of incidents (configuration vs defect);
• Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents;
• Installation of applications in supported environments;
• Deployment of application upgrades and fixes;
• Responding to automated alerts on the health of systems;
• Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of applications;
• Performing routine audits of systems for the purpose of preventative maintenance of applications and reporting on their status;
• Adhere to EY and ITIL guidelines for Incident, Problem and Change Management;
• Effective call management including logging, monitoring/updating, prioritizing and resolving calls in a timely fashion;
• Ensures all work is carried out and documented in accordance with required standards, methods and procedures;
• Selects appropriately from applicable standards, methods, tools and applications and use accordingly;
• Demonstrates analytical and systematic approach to problem solving;
• Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences;
• Plan, schedule and monitor work activities in order to meet time and quality targets;
• Absorb rapidly new technical information, business acumen, and apply it effectively;
• Address system and application vulnerabilities identified by the Global Vulnerability Management team, working collaboratively with the application team to remediate them in a timely manner;

Analytical/Decision Making Responsibilities:

Applies judgment in implementing application support tasks. Sound analytical skills and problem-solving skills needed to manage multiple technical challenges simultaneously when needed. Ability to understand business requirements and their relation to support activities. Proactively identifies and addresses technical strengths, weaknesses, opportunities, and threats. Takes accountability for quality technical deliverables and responsibilities.

Knowledge and Skills Requirements:

Knowledge of .NET framework 4.0 and above. Full stack front end Technology: HTML, Jquery, java script. Experience with web development frameworks - C#, MVC and Bootstrap. Demonstrable Intermediate to Advanced knowledge of web platform such as IIS, SSL, SFTP, etc. Good knowledge in SQL Server 2019, SSIS, SQL Reporting Services. General knowledge of Oracle 19c. Familiarity with SQL DBMS interface and integrated tools. Demonstrable knowledge of Windows 2019 server O/S. Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc. Experience in supporting applications in shared or virtual environments. Ability to make appropriate technical decisions regarding service restoration i.e. rebooting servers, engaging other teams, etc.

Other Requirements:

Flexibility in scheduling with a willingness to work extra non-standard hours. Ability to work well within a multi-disciplinary team structure, but also independently. Strong interpersonal and verbal and written communication skills. Ability to meet agreed deadlines, with demonstrable Productivity (Incident Completions etc.). Culturally diverse and inclusive. Required to work in a virtual Environment.

Job Requirements:

Education:

Degree in Computer Science or related discipline. Further or Higher education standard qualification. Fluent in English language, written and verbal.

Experience:

3+ years of experience in Operational Support environment/discipline.

Certification Requirements:

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