Application Support Analyst

RESPONSIBILITIES

Responsibilities:

To provide 2nd level Application Support for a wide range of applications working within a global organization. The successful candidate will need to be energetic, hardworking, and willing to take full ownership of issues that arise; ensuring issues are resolved from start to finish. You will be working on tier 1 application and must be able to always think quickly and deal with pressure.

Tasks:

• Troubleshooting/Resolving Application issues
• Following escalation processes, incident, and problem management of issues always
• Create and keep documentation current on all applications supported.
• Understanding and working with internal partners on improving processes and making applications reliable.
• Understanding end to end management of specific projects (if applicable)
• Transfer of knowledge to the rest of the team always to ensure follow-the-sun support (24/6 global support).
• Liaising with other branches in EMEA/NA/APAC to improve teamwork.
• Some out of hour’s support may be necessary, including weekends. (Maybe short notice)
• Creating daily issue tickets and populating with all required info including resolution steps
• Creating and maintaining all incident/problem tickets
• Other duties and/or projects, as assigned
• Ability to communicate issues/ resolutions with internal partners, showing proper customer service skills (define expectations of customer service skills as professionalism, courtesy, understanding of issue, teamwork, etc.)
• Ability to work with IT partners on issues and resolutions. Pressing for improvements and resolution updates.

Responsibilities

• Always ensuring the highest level of service for the above tasks and following escalation process in place.
• Responsibility for ensuring that you are fully aware of and adhere to internal Policies that relate to you, your business or other businesses for which you have any level of responsibility. It is your responsibility to ensure compliance with operational risk requirements (e.g., Golden rules, security policies and regulatory requirements) in a timely manner.
• Ensure production stability and performance, as well as a secure Infrastructure environment.
• Responsibility for managing, controlling, preparing, and escalating risk within the scope of your position.
• Responsibility for reading, understanding, and complying with the Company’s Conduct and Standards and corresponding regulations. You will be notified of changes to policies in a timely manner through announcements and/or intranet updates.
• Act with integrity and due skill, care, and diligence in carrying out your duties. Your actions should always be able to satisfy high standards of scrutiny.
• Observe proper standards of market conduct. Responsibility to ensure that you take reasonable steps to be fully aware of, understand and comply with all regulatory requirements from all regulatory bodies that are applicable to your business.
• Responsible for attending daily whiteboard sessions and being prepared with updates on problem tasks or incidents when applicable.
• Responsible for preparing and complete turnover with support teams in other regions, both written and verbal