Infrastructure Application Support Analyst

• Ensure firm internal systems are managed to the highest standard by following industry best practice.
• Actively contribute to the development of existing and new IT process and procedures to enhance service transition and service operation lifecycle stages.
• Demonstrate good problem management ownership and prevention of SLA breach under the Incident/Problem Management processes.
• Demonstrate self-starter capabilities identifying areas of improvement and acting to address service impacting issues.
• Provide remote and onsite and support for firm internally developed business critical applications and 3rd Party vendor packages through Dev, UAT Test and Prod. Manage and escalate problems as appropriate.
• Investigate defects or problems; work with the internal firm Development team and external vendors to identify workarounds and support any fixes that are required as part of service improvement.
• Implement changes or fixes to applications. Support other technical changes being made which affect the firm Business Systems. Follow the firm Change Management procedure and other standard practices in installing and configuring applications in Test and Production environments.
• Ensure that the BAU Service is prioritized, and all faults, incidents and problems are responded to in an efficient manner without negatively impacting SLAs and reporting metrics in place.
• Upgrade or maintain software at a time when the impact to the business is minimized.
• Provide 24/7 on-call cover on a rotational shift basis.
• Participate in regular Disaster Recovery testing activities.
• Create, maintain, and review operational process and support documentation.
• Participate in planned weekend work as required.
• As required, provide representation for Application Support changes at the weekly/daily CAB. Ensure other team's changes do not have an impact on the delivery of the application services.
• Provide support to the team lead/deputy lead roles and act as a point of escalation for the junior members of the team.
• Lead and oversee the successful release and transition of new IT services into support, meeting the team's service acceptance criteria.
• Through example and behaviour, strive to provide peer leadership to other team members ensuring a level of excellence is achieved in delivering the service.
• Mentor junior members of the team, both technically and professionally

Qualifications:

Required

• A Bachelor's degree or equivalent
• Prior IT Operational Support experience across business-critical production infrastructure, applications, and database services.
• Must have strong experience for supporting production applications in an enterprise Microsoft Windows environment.
• Experience of supporting middleware applications such as IBM WebSphere MQ, BizTalk, etc.
• Must be familiar with supporting proprietary developed business critical banking applications.
• Ability to support web-based applications that run on IIS, Apache Tomcat, etc.
• Working knowledge of SQL database and basic network configuration
• Scripting knowledge in PowerShell or Python.
• Experience in working with ticket systems such as Service Now and a strong understanding of service priorities and SLAs.
• Strong documentation and technical writing skills.
• Ability to plan and implement technical changes without unexpected disruption to the service and with minimal oversight.
• Strong experience of Release Management processes for the deployment of application packages from development through to production environments.
• Ability to collaborate effectively with Development and other operational support teams in to support the service.
• Experience in providing cross training on application solutions and operational processes to colleagues.
• Knowledge of ITIL framework (solid understanding of Incident, Problem, Change).

Desired

• Industry standard IT certification – Microsoft/Linux/AWS.
• ITIL certification.
• Knowledge of Banking systems and related industry standard practices.
• Experience in working and configuring monitoring systems such as Dynatrace.
• PowerShell scripting experience.
• Linux and Shell scripting.