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Senior Support Analyst

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  • Banking & Finance
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Job Details

Key AccountabilitiesService Management (30%)1. Manage day to day technical delivery of the application support services.2. Act as point of contact for the resolution of operational issues.3. Ensure daily checks and alerting and monitoring is in place to ensure adherence to SLAs.4. Change management for any changes for the given service from stable service point of view.Supplier Management (10%)Act as the point of contact for the suppliers to ensure 1. Effective resolution of production issues2. Provide feedback on the support received from the supplier and suggest any improvements required.Application Support (60%) Delivery of 2nd Line Application Support services for applications under support. Independently carry out Incident Management activities according to the process, procedures, and work instructions Be a Single Point of Contact for the end-user community Follow the Incident Management process, procedures, and work instructions Incident registration, initial support & classification and update Incident records Incident Resolution Coordination with 3rd parties - managing conf calls Route unresolved incidents to Back Office Support Staff Provide the end-user with status updates concerning Incident records; Identify opportunities for improvement, plan and agree with stakeholders and contribute to implement Obtain the technical and organizational knowledge required to perform these activities Pro-actively keep informed of current and past Incidents, Problems and Known Errors (e.g. if there is a network outage, all Service Desk staff are to be aware) If applicable, escalate to the Incident Management Process Manager Maintain all formal controls, documents and records to auditable levels and in compliance with current AD Application Support operation procedures and documentation standards Ensure key application functions and scheduled activities are completed in a timely manner and within SLA As directed by Application Support manager, participate in project/change activities relating to the application(s) under support, including (but not restricted to)o System Testing (preparation and execution)o UAT (preparation and execution)o System / Business Analysis
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 3-5


Business/Systems Analysis | Configuration/Release Mgmt | Network Administration | Systems Programming
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