Application Support Analyst

Provide Tier2 operational support for a range of critical applications
Perform problem identification and analysis to resolve incidents quickly and effectively. Investigates and coordinates successful resolution and closure of incidents.
Assists with root cause analysis of major incidents
Respond to escalations received from any team on application issues and problems. Resolution expected within the contracted Service Levels for all client supported apps.
Liaise with other support groups to ensure problems are resolved within SLA
Interact with various internal/external IT support groups under Development and Operations to troubleshoot complex problems
Identifies recurring technical issues and provides feedback to come up with a permanent fix
Participates in various Team and Project meetings. Expected to receive, understand and execute on assigned tasks.
Required to readily learn new skills and consider new ways to address and resolve problems.
Required to plan appropriate execution of own tasks so that time is effectively used and progress can be monitored.
Assist with the creation and maintenance of client specific documentation in support of a standard operating environment. Contribute to the ongoing improvement of Application Support initiatives.
Must have at least 1 year of work experience in application support and incident management.
Good english communication skills
Has good analytical and decision making skills
SQL - preferably Oracle, Unix platforms, Microsoft Office
Experience/knowledge in the following is a plus:
BMC Remedy
HTML
AMDOCS
Change Management (ITIL) concepts