Senior Applications Support AnalystThomas Miller • London, England, United Kingdom
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Senior Applications Support Analyst
Thomas Miller
- London, England, United Kingdom
- London, England, United Kingdom
Über
Overall Objective of Role: Thomas Miller is searching for an individual to join our 2nd Line support team as a Senior Application Support Analyst, based in our London City office.
This role reports to the Application Support Manager and is responsible for application support for all business applications within the Thomas Miller IT application portfolio. Responsibilities will include supporting end users with application issues, application monitoring, proactive and reactive maintenance, and service improvement.
This role is customer-facing and requires a team player who is motivated to learn, and who strives to find timely solutions to complex issues. It will require constant and effective communications with internal/external cross-functional teams.
Specific Responsibilities: Management of 3rd party support service
Daily stand-up call with the 3rd party support team
Ensuring processes have been followed
Identifying gaps and driving service improvements
Guiding the team to prioritise Business Critical activities.
Operations & Service Delivery
Monthly reporting on incidents, requests, and problems
Building relationships with business stakeholders and end users
Ticket Analysis to identify recurring issues and propose permanent solutions
Identification and proposal of automation opportunities in support activities
Ensuring housekeeping and maintenance tasks are completed on time
Identification and proposal of automation opportunities in support activities
Incident & Problem Management
Manage and resolve incident tickets assigned to the 2nd line Support team
Liaise with 3rd line teams in resolving issues
Provide regular updates to users and end-to-end ownership of assigned incidents through to closure
Assess, prioritise and manage 2nd line incident queue ensuring SLAs are met
Provide support for major incidents providing root cause analysis
Support the problem management process
Attending weekly CAB, presenting changes to be implemented by the Application Support team
Support the Release & Change management activities within the production environments
Knowledge Management
Ensuring knowledge is spread across the team and removing key person dependencies
Ensures all application support related documents and artefacts are kept up to date and maintained in document repository
Acting as a coach and mentor to more junior team members.
Skills & Experience Requirements:
5 years in Technical Customer Support related role
Experience of working with 3rd party service providers
Understanding of Core Service Management concepts - Incident & Problem Management, Change Management, Request Fulfilment etc.
Experience of using ServiceNow and any other ITSM tools.
Excellent written and verbal communication skills, with emphasis on the ability to express complex technical issues in language suitable for business stakeholders
Excellent problem solving and organisational skills
Passion for customer service, understands the value of delivering quality service to users
General knowledge of software development principles
Experience of Windows .Net Framework, including VB.Net, C#, ASP.Net
Experience in Transact-SQL/MS SQL Server, Visual Studio 2015+
Proficiency in writing SQL, stored procedures (e.g. PL/SQL code) and working with data in relational databases like DB2, SQL Server
Experience with MS SQL SSIS/SSRS
Experience with use and configuration of Application Monitoring tools
Client requirement gathering, prioritisation and scoping experience
ITIL Service Management Certification or equivalent
University education in Computer Science, Engineering or related field, or equivalent experience
Experience of working with outsources, offshore, 3rd party services
Basic understanding of application design and application security concepts
Experience of software development on a Microsoft technology stack
Basic insurance knowledge
Experience supporting Azure-based applications and familiarity with Azure Monitor, Data Factory and Logic Apps
Familiarity with Microsoft Cloud technologies – Power Platform, Dataverse, Logic Apps
Familiarity with Microsoft Dynamics 365
Experience using SolarWinds for Application Monitoring
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Sprachkenntnisse
- English
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