Application Support Analyst

  • W Walker Tunnel, Houston, TX 77002, USA
  • Contract

Job Description

Roles & Responsibilities

In a challenging and multicultural environment, we seek a L2 Support role to join the application production support team

Mission: The L2 Support is responsible of ensuring the run of the applications in her/his perimeter.

She/He will work on requests, changes and incidents based on clients’ tickets, using the documentation and procedures put in place in his business unit.

She/He is expected to work on on-call support out of business hours, based on rotations defined within the team as well as to participate in planned activities during few week-ends.

 

You will mainly be responsible for:

• Performing all run activities in respect of the processes, ensuring:

– SLA and priorities are respected

– Appropriate reaction, in line with the severity of an incident or escalation.

– CIB process are dully followed (change, incident, problem management).

– Troubleshooting is performed and a full root cause analysis is performed to understand the origin of an issue

• Handling escalation on actions from Production Engineers Level 1 (incident, request, change)

– Escalates to your Service Manager when needed

– Collaborate between various teams

• Continuous improvement of service

– Propose improvement and solution to reduce repetitive tasks

• Managing knowledge within the team

– Share the knowledge within AS teams

– Liaise with development and support teams to grab more knowledge

– Controls that Knowledge database is regularly updated

• Driving the most complex operations & ensures they are well prepared (involvement on DRP test, WIP, etc…).

– Act as global coordinator main events.

– Review of major releases roadmaps

  • – Ensure post checks are documented, performed and report is shared

Additional Information

All your information will be kept confidential according to EEO guidelines.